Director I Customer Care

$117,096 - $175,644/Yr

Elevance Health - Norfolk, VA

posted 2 months ago

Full-time - Director
Norfolk, VA
Insurance Carriers and Related Activities

About the position

The Director 1 Customer Care is a pivotal role within Elevance Health, responsible for the strategic planning and execution of all Call Center operations. This position is crucial for ensuring that the centralized customer service unit operates efficiently and effectively, delivering excellent customer service across multiple sites and states. The director will oversee various functions within customer service, including enrollment and billing, document management, mail services, and appeals. The ideal candidate will be instrumental in developing and implementing key processes that enhance customer satisfaction and streamline operations. In this role, the director will develop and implement complaint resolution procedures, ensuring that the customer service area is adequately staffed and trained to handle inquiries from agents and policy owners. The director will also be responsible for setting both short and long-term customer service objectives, continuously monitoring procedures to ensure that these objectives are met by the staff. Encouraging staff development and training will be a key focus, as will staying abreast of state and federal regulations that impact customer service operations. Additionally, the director will manage the annual operating budget, ensuring that financial objectives are met while maintaining high service standards. Oversight of quality, performance, and strategic initiatives will be essential, as will driving innovation and digital efforts within the customer care unit. The director will also be responsible for hiring, training, coaching, counseling, and evaluating the performance of direct reports, fostering a culture of excellence and accountability within the team.

Responsibilities

  • Develops and implements complaint resolution procedures to ensure effective handling of inquiries from agents and policy owners.
  • Establishes short and long-term customer service objectives and continuously monitors procedures to ensure these are met by staff.
  • Encourages staff development and training to enhance team capabilities.
  • Stays updated on state and federal regulations affecting customer service operations.
  • Develops and manages the annual operating budget to meet financial objectives while ensuring service goals are achieved.
  • Oversees quality, performance, and strategic initiatives within the customer service unit.
  • Drives innovation and digital efforts to improve customer service delivery.
  • Hires, trains, coaches, counsels, and evaluates the performance of direct reports.

Requirements

  • BA/BS degree required.
  • Minimum of 7 years of leadership experience in a relevant field, or an equivalent combination of education and experience.

Nice-to-haves

  • Strong written and oral communication skills.
  • Problem-solving skills and attention to detail.
  • Medicare experience preferred.

Benefits

  • Comprehensive benefits package.
  • Incentive and recognition programs.
  • Equity stock purchase options.
  • 401k contribution.
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