Senior Manager, Broker and Employer Services

🕒 il y a 1 mois

🍂 Massachusetts – Distant

🍂 Massachusetts – Remote

💵 $133 156 - $199 734 / an

⏰ Temps Plein

🟠 Senior

👔 Manager

👻 Score fantôme 4%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Point32Health

Site WebLinkedInTous les Emplois

1001 - 5000 employés

🏥 Santé

🛡️ Assurance

⚕️ Assurance santé

Healthcare • Insurance • Healthcare Insurance

Point32Health est une organisation à but non lucratif de premier plan dans le domaine de la santé et du bien-être, qui offre une couverture santé et des services aux individus à toutes les étapes de leur vie. Grâce à sa famille d'entreprises, incluant Harvard Pilgrim Health Care et Tufts Health Plan, Point32Health propose une variété de plans de santé, de programmes et de services englobant la médecine, la pharmacie, le bien-être et la santé comportementale. Point32Health s'engage en faveur de l'équité en matière de santé et est reconnue pour ses pratiques inclusives, décrochant des distinctions dans des domaines tels que l'équité en matière de santé, l'inclusion des personnes handicapées et l'inclusion des LGBTQ+ au travail. Avec un accent sur des solutions innovantes et une couverture de haute qualité, Point32Health s'efforce de créer une meilleure expérience de soins de santé pour ses membres et communautés.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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