Senior Manager, Broker and Employer Services

🕒 Agosto 24

🍂 Massachusetts – Remoto

🍂 Massachusetts – Remote

💵 $133.156 - $199.734 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

👻 Score fantasma 0%

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Point32Health

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🏥 Saúde

🛡️ Seguros

⚕️ Seguro de Saúde

Healthcare • Insurance • Healthcare Insurance

A Point32Health é uma organização líder sem fins lucrativos de saúde e bem-estar que oferece cobertura de saúde e serviços para indivíduos em todas as fases da vida. Através de seu grupo de empresas, incluindo Harvard Pilgrim Health Care e Tufts Health Plan, a Point32Health oferece uma variedade de planos de saúde, programas e serviços que englobam saúde médica, farmacêutica, bem-estar e saúde comportamental. A Point32Health é comprometida com a equidade em saúde e tem sido reconhecida por suas práticas inclusivas, recebendo distinções em áreas como equidade em saúde, inclusão de deficiência e inclusão no local de trabalho LGBTQ+. Com foco em soluções inovadoras e cobertura de alta qualidade, a Point32Health busca criar uma melhor experiência de saúde para seus membros e comunidades.

Descrição

• Develop and execute the Broker and Employer Services strategy aligned with Service & Experience and enterprise priorities • Lead transformation initiatives improving broker and employer experience, service quality, efficiency, digital adoption, and organizational effectiveness • Develop scalable servicing models anticipating customer, market, and business needs • Influence service, operational, and customer experience strategies through data-driven recommendations • Own the end-to-end broker and employer service experience across all channels and touchpoints • Advocate for brokers and employers and reflect customer needs in enterprise priorities, processes, and solutions • Identify and resolve service, operational, and process breakdowns through cross-functional efforts • Use customer feedback, service interactions, complaint trends, and performance metrics to improve customer experience • Lead day-to-day Broker and Employer Services operations and ensure high-quality, efficient, compliant service • Drive performance across service level, quality, customer satisfaction, first contact resolution, productivity, customer effort, and operational efficiency metrics • Establish processes, controls, and service standards supporting operational excellence • Lead work simplification, waste elimination, variation reduction, and service delivery effectiveness • Ensure operational readiness for business, regulatory, and organizational changes • Define and implement future-state servicing capabilities with Digital, Technology, Product, and Operations teams • Lead adoption of self-service, automation, AI-enabled technologies, workflow optimization, and digital servicing strategies • Support an integrated omnichannel servicing experience • Use operational, customer, and business data to identify opportunities, risks, trends, and performance improvements • Develop scorecards, dashboards, and executive-level reporting • Translate data into insights and recommendations influencing business decisions • Build, lead, and develop a high-performing team • Lead through managers and supervisors while fostering an inclusive, engaged, performance-driven culture • Develop workforce strategies, staffing models, succession plans, and organizational capabilities • Coach and develop leaders and drive talent development • Manage resources, budgets, financial performance, and vendor utilization • Evaluate investments and initiatives based on customer value, operational effectiveness, and enterprise outcomes • Perform other duties and projects as assigned

🎯 Requisitos

• Bachelor’s degree in a related field or an equivalent combination of education and experience • 8+ years of progressive leadership experience in service operations, customer experience, broker services, employer services, healthcare operations, or related business functions • 5+ years of leadership experience managing managers, supervisors, or professional staff • Demonstrated experience driving transformational change, operational excellence, and customer experience improvement • Experience leading complex cross-functional initiatives and influencing stakeholders at multiple organizational levels • Strong analytical, problem-solving, and business acumen skills, with the ability to use data to drive decision-making • Preferred: Master’s degree • Preferred experience in health plan, payer, broker, employer group, or healthcare services • Preferred experience with customer experience strategy, contact center operations, digital servicing, CRM platforms, automation, or AI-enabled technologies • Preferred experience leading organizational design, workforce planning, or large-scale change initiatives • Lean, Six Sigma, continuous improvement, or operational excellence certification preferred • Ability to lead, manage and develop staff • Experience in project management, team leadership and supervision • Excellent written and verbal communication and presentation skills required • Superior operational problem-solving skills • Ability to make independent decisions that affect staff work volume, priorities, and goals • Ability to work effectively in a team environment • Must be able to work under normal office conditions and work from home as required • May be required to work additional hours beyond standard work schedule

🏖️ Benefícios

• Medical, dental and vision coverage • Retirement plans • Paid time off • Employer-paid life and disability insurance with additional buy-up coverage options • Tuition program • Well-being benefits • Full suite of benefits to support career development, individual & family health, and financial health • Variable pay eligibility