CareIQ Client Performance Director

CorVel Career Site • Carmel, IN

17h • Remote

About The Position

The Director of CareIQ Client Performance will oversee collaboration and engagement of CorVel’s CareIQ Ancillary Healthcare Service with CorVel field operations and customer stakeholders. Success in this role requires a strong ability to oversee: the client performance management team; direct the communication strategy for client performance including internal service advertising, service level expectations, outcomes reporting, program value, and support to field operations; and collaborate with CareIQ Operations management to ensure that service expectations are established and implemented in a manner that be operationalized successfully. This is a remote role. Candidates who reside in the Eastern or Central time zones are preferred.

Requirements

• Minimum of Bachelor’s degree in Business, Healthcare Management, or related area of study is required
• At least 3 years prior experience in customer/account management with a proven track record of success required.
• Minimum of 3 years prior experience directly managing professional level staff required.
• Exhibits high-level of skill in strategic planning, tactical conflict resolution, project management, prioritizing, critical thinking, problem solving and accelerating change.
• Excellent written and verbal communication; demonstrated ability to provide superior service to internal and external stakeholders
• Demonstrated ability to build trust and strong cross-functional relationships across an organization to achieve common goals
• Sense of urgency and ability to multitask in a dynamic, fast-paced environment.
• Strong proficiency in Microsoft Office Suite is required.

Responsibilities

• Manages CareIQ staff and client performance operations regarding customer setup and implementation, customer training, internal customer field support, external customer support, service and outcomes reporting, and client management processes.
• Builds processes and controls regarding successful CareIQ customer implementation and management.
• Operates extensively as an overall Subject Matter Expert regarding all of CorVel’s CareIQ Services.
• Completes in-person, telephonic and video training, support and sales presentations for internal and external clients.
• Effectively communicates standard product and service level specifications to clients and learns their needs to establish customer special handling.
• Assures that standardized and customer-specific service level requirements are reviewed and able to be operationalized.
• Collaborates with CareIQ product and operations teams to ensure that customer requirements are successfully received and implemented.
• Provides service level insights and outcomes data to clients and field account managers.
• Collaborates with all CareIQ Product’s departments to ensure operational product synergy.
• Completes prompt and excellent direction and resolution of customer service issues.
• Maintains appropriate knowledge of jurisdictional regulations, regarding ancillary care, and ensures client service setups are in alignment.
• Owns accountability for overall successful and satisfactory customer experience with CareIQ services.
• Performs other duties, as assigned

Benefits

• Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Director