Senior Manager, Broker and Employer Services

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $133.2k - $199.7k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Point32Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Point32Health is a leading nonprofit health and well-being organization that provides health coverage and services for individuals at all life stages. Through its family of companies, including Harvard Pilgrim Health Care and Tufts Health Plan, Point32Health offers a variety of health plans, programs, and services encompassing medical, pharmacy, wellness, and behavioral health. Point32Health is committed to health equity and has been recognized for its inclusive practices, earning distinctions in areas such as health equity, disability inclusion, and LGBTQ+ workplace inclusion. With a focus on innovative solutions and high-quality coverage, Point32Health strives to create a better healthcare experience for its members and communities.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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