SVP, Customer Experience, Service Operations

Job not on LinkedIn

🔥 16 hours ago

🇺🇸 United States – Remote

💵 $150k - $300k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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CareSource

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 30+ years

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

CareSource is a health services company focused on providing affordable health insurance and healthcare solutions. It offers a wide range of plans including Medicaid, Marketplace, and Medicare Advantage, targeting low-income adults, families, children, pregnant women, elderly adults, and people with disabilities. Additionally, CareSource provides members with resources for COVID-19 support, dental, vision, and hearing benefits, as well as pharmacy services. The company emphasizes easy access to healthcare management through online platforms and a mobile app.

📋 Description

• Lead and manage the Customer Care, Grievance and Appeals, and Digital Strategy functions • Foster working relationships with Market teams and collaborating areas to ensure operational effectiveness and process improvements • Develop technology strategies aligned with business needs to deliver digital experiences for members and providers across markets and products • Advocate for digital transformation at the executive level • Perform cost/benefit analyses for new technologies • Identify approaches to maximize departmental efficiencies • Ensure grievance and appeals processes support achievement of 5 STAR measures • Survey providers and customers to evaluate performance and establish baselines • Assess departmental performance through corporate controls • Ensure corporate service level agreements are met or exceeded • Develop and support staff standards for quality customer and provider encounters • Monitor regulatory requirements and oversee submissions for existing and future lines of business • Evaluate grievance information and training evaluations to strengthen programs • Analyze monthly data and identify trends • Identify information system inefficiencies and formulate recommendations • Oversee preparation of internal budget variances for operational departments • Maintain knowledge of the company’s business and regulatory environments • Consult with regulatory entities and legal counsel to ensure vendor contracts meet regulatory standards • Perform other job duties as requested

🎯 Requirements

• Bachelor of Science in business, healthcare, management, or related field or equivalent years of relevant experience is required • Master of Business Administration (MBA), Public Administration (MPA), healthcare or related field is preferred • Minimum of ten (10) years experience in a call center environment with at least five (5) years in leadership is required • MCO experience is preferred • Proficient in Microsoft Office tools • Strong analytical skills • Strategic vision and ability to conceptualize key call center trends and identify changing market demands • Excellent oral, written and interpersonal communication skills • Strong collaborator with the ability to effectively influence others • Strong Customer Service orientation • Strong leadership and strategic management skills • Ability to adapt quickly to changing business needs • Effective relationship management skills and ability to maintain strong working relationships • Critical listening and thinking skills • Negotiation skills/experience • Decision making/problem solving skills • Strong conflict resolution skills • Planning, problem identification and resolution skills • No licensure or certification required • General office environment; may be required to sit or stand for extended periods of time

🏖️ Benefits

• Bonus tied to company and individual performance may be available • Substantial and comprehensive total rewards package • Employee total well-being support

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