Director of Individual Member Success

Redirect Health•Phoenix, AZ

About The Position

We are looking to grow our team with a strong Director of Individual Member Success! The Director, Individual Member Success is a member of the Customer Success (CS) management team and is responsible for the management of the portion of our business where we enable our solutions to individuals and families that do not enroll in healthcare plans via employers. Think of it as the B2C side of our business, next to the B2B part. This person will be a peer to the other directors in the CS management team who lead: (1) New Client Onboarding, (2) Strategic Clients, (3) Core Clients, (4) Member Success, (4) Education and Enablement, and (5) CS-Ops.

Requirements

3 years in management positions of Customer Success teams (lead or was part of the management team of a Customer Success function)
+10 years of experience in customer facing (CSM, support, service, account mgt) roles.
Experience managing clients in a B2C environment.
Exceptional communication skills, both verbal and written.
Strong analytical thinking with experience managing data-driven client management work
Proven commercial mindset and capabilities
Friendly, self-motivated team player who thrives on supporting others.
Passion for healthcare
Passion for client service
A leader with a player-coach mentality who likes and is good working with others
A self-starter with result-orientation mindset
BA/B.Sc.
Applicants must be currently authorized to work in the United States without sponsorship.

Nice To Haves

MBA is a plus.
Health Insurance Broker License is a plus.

Responsibilities

Lead the Business and Drive Its Strategy: Develop Strategy: Develop the strategy for best managing our individual clients, including value prop, segmentation, coverage, processes, etc. Evolve Product, Plans, OAerings and Tools: Work with Product to evolve the design of the tech tools to service the members. Enhance Onboarding Process: Work with the Onboarding team to enhance the onboarding experience of new members. Influence Collateral: Work with Education and Enablement to develop collateral that best helps the members address their needs. Build a Management System: Work with CS-Ops to develop thoughtful analysis methodologies and tools to assess the health of the business, identify enhancement opportunities, and report on the progress in clearly understood dashboards.
Develop an Exceptional Member Experience: Relationship Management: manage the team who serves as the main point of contact for members throughout their membership lifecycle, including renewals. Renewal Management: Accountable for the renewal and upsells of our members (working with the brokers) to increase member retention through proactive communication and solution-oriented renewal process management. Member Education: Help members understand how to navigate and maximize their healthcare benefits, address unique scenarios, utilize the different capabilities of Redirect Health and minimize their costs and effort. Member Communication: Interact with members digitally, mostly in 1-to-many engagement mode to provide responsive, empathetic and effective support. Member Advocacy: represent the interests of your members towards the Redirect Teams to share feedback, promote results and share updates.
Drive Business Growth through Cross-Functional Execution: Foster Sales: work with Marketing and Sales to promote more sales in the segment. Assist in evolving the value proposition, generate leads, train salespeople and assist in closure. Cross-Functional Collaboration: Work closely with Healthcare Consultants, CS Specialists, and Brokers to create a “WOW” experience. Data-Driven Insights: Monitor metrics and trends to identify areas of improvement that prevent surprise terminations or non-renewals.
Build and Manage the Team: Team Management: Hire, coach, mentor and manage the team that will help you manage the business. Assist them with problem solving, member management, issue management, and professional growth. Player-Coach: We are a small team, so there will only be one direct report in this team on day one, but with plans to grow quickly.