Senior Director, Member Services

Role Overview

• Own the overall experience for all members and their pharmacy healthcare partners served by RxBenefits Member Services contact center
• Responsible for day-to-day operations of our contact center as well as strategic planning to continuously achieve superior levels of service as we grow
• Success is achieved through superior member, provider, and pharmacy experiences; ensuring a positive brand image in interactions
• Hands-on role responsible to ensure Member Services has adequate training, resources, technology and leadership/ support to deliver high satisfaction on a daily basis
• Overseeing and directing the Workforce Management team to ensure accurate input of contact drivers to achieve successful forecasting
• Collaborating with Finance, Learning and Development, and HR to secure competent, compassionate, and fairly compensated employees to care for our customers timely
• Ensuring staff are engaged and aligned with the RxB values and mission and understand how crucial their role is to company success
• Balancing the business KPI goals with the employee satisfaction goals of Member Services leadership and staff
• Cultivating internal and external partnerships to ensure upstream entities understand how their work and decisions impact service delivery by Member Services
• Driving transformation, working with Product and Technology to build a comprehensive, consumer-centric experience which will make pharmacy benefit access simple and easy for members, pharmacies, and providers
• Taking action based on customer insights including customer satisfaction, employee satisfaction, and market intelligence to garner support for and lead initiatives

Requirements

• Bachelor’s Degree in Business, healthcare, or technology management or related field required or 3 additional years’ experience beyond minimum
• Minimum 10 years operational experience in production environment required
• Employee benefits, pharmacy benefit, or healthcare benefit industry experience preferred
• Deep understanding of the design, management, and leadership of contact center organizations; subject-matter-expertise / hands on contact center operations experience
• Experience partnering with IT to implement contact center solutions for inbound, outbound, and omnichannel services. Platform components include IVR, ACD, outbound dialer, workforce management, real time and offline QA / agent feedback, survey, preference management
• Experience in a role with frequent and varied client implementations impacting volume and agent resource needs
• Proven experience scaling the front-line operations of an organization with bottom-line efficiency and quality outcomes that illustrate success
• Comfortable analyzing and making sense of large amounts of information to identify key considerations and develop appropriate plans and action as a result
• Build trusted relationships with a network of key stakeholders acting as an advocate for technology and service delivery optimization through process improvement
• Skilled coach and leader who can create a culture of accountability, engagement, belief in common goals, and sense of purpose for employees
• Proactively seek out and solve problems, making decisions and negotiating the right solutions to ensure technology and staff skill matures to enhance customer experience
• Drive continuous improvement, leading by example and challenging assumptions; creative approach to problem solving with a willingness to share and entertain new ideas
• Strong customer service orientation
• Superb communication; possess proven experience in leading conversations at all levels of the company (e.g., C-suite, VP, Directors, Managers, Supervisors, and agents); possess strong oral and written communication skills, including, presenting, meeting facilitation, negotiation, decision making, and problem-solving skills.
• Bias towards action with the proven ability to be persistent and proactive.
• Ability to travel to Birmingham, AL as needed for team building and strategic interactions.

Benefits