Elevance Health - Norfolk, VA
posted 2 months ago
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.