Sr. Director Customer Service

Department: Ops. Member Provider Communication

Reports to: VP. Member Provider Communications

Location: 5519 W. Idlewild Tampa, 33634

Position’s focus is on strategy, policy; operational planning provides resources and directs activities for the business or the function within the Customer Service department. Position provides senior executive oversight for function(s) within Customer Service. Assignments are strategic in nature, require considerable creativity and ensure the enterprise strategic vision is executed.

Essential Functions:

  • Directs long term and short term planning for the department including manpower, facility, training, and systems requirements.
  • Develops and directs the implementation of strategies to substantially improve efficiencies, deliver process improvement and invoke quality service while reducing costs.
  • Establishes business or function goals, performance standards, operational priorities and manages allocation utilization of resources to achieve operational goals and budget
  • Improves upon controls on the end to end customer service process
  • Provides a proactive approach to margining business activities established to remain competitive in the marketplace
  • Directs the business or function on state of the art training programs, performance standards and compliant quality assurance programs
  • Manages and develops direct reports who include managers or supervisory personnel and/or exempt individual contributors.
  • Leads, plans and conducts work on complex projects/programs necessitating the origination and application of new and unique approaches
  • Monitors budget adherence for cost centers within his/her span of control
  • Ensures corporate initiatives are implemented to achieve optimum results
  • Creates a motivated customer-service driven environment
  • Works with the VP and other senior leaders to manage long-range planning and interactions between functional areas toward reaching company goals
  • Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the VP.
Additional Responsibilities:
    Position’s focus is on strategy, policy; operational planning provides resources and directs activities for the business or the function within the Customer Service department. Position provides senior executive oversight for function(s) within Customer Service. Assignments are strategic in nature, require considerable creativity and ensure the enterprise strategic vision is executed.

    Essential Functions:
    • Directs long term and short term planning for the department including manpower, facility, training, and systems requirements.
    • Develops and directs the implementation of strategies to substantially improve efficiencies, deliver process improvement and invoke quality service while reducing costs.
    • Establishes business or function goals, performance standards, operational priorities and manages allocation utilization of resources to achieve operational goals and budget
    • Improves upon controls on the end to end customer service process
    • Provides a proactive approach to margining business activities established to remain competitive in the marketplace
    • Directs the business or function on state of the art training programs, performance standards and compliant quality assurance programs
    • Manages and develops direct reports who include managers or supervisory personnel and/or exempt individual contributors.
    • Leads, plans and conducts work on complex projects/programs necessitating the origination and application of new and unique approaches
    • Monitors budget adherence for cost centers within his/her span of control
    • Ensures corporate initiatives are implemented to achieve optimum results
    • Creates a motivated customer-service driven environment
    • Works with the VP and other senior leaders to manage long-range planning and interactions between functional areas toward reaching company goals
    • Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the VP.
    Additional Responsibilities:
      Candidate Education:
      • Required A Bachelor's Degree in a related field or equivalent directly related experience
      • Preferred Other MBA or equivalent
      Candidate Experience:
      • Required 12 years of experience in progressively responsible management
      • Required Other Strong experience in the areas of customer service and Call Center management at the senior level, and a deep understanding of the interrelationships between Call Center, Health Services, and Claims and their impact on the success of the health plan as a whole
      Candidate Skills:
      • Advanced Demonstrated analytical skills
      • Advanced Demonstrated interpersonal/verbal communication skills
      • Intermediate Ability to communicate and make recommendations to upper management
      • Intermediate Demonstrated leadership skills
      • Intermediate Ability to lead/manage others
      • Intermediate Demonstrated written communication skills
      • Intermediate Ability to effectively present information and respond to questions from families, members, and providers
      • Intermediate Other Solid understanding of managed care and its place in the health care industry
      • Advanced Other Strong understanding of the various cross-functional business processes within a health plan, and how they work together to produce desirable results for the plan as a whole
      • Advanced Other Strong knowledge of call center planning, modern systems and the ability to implement capacity plans which meet business goals
      Licenses and Certifications:
      A license in one of the following is required:
        Technical Skills:
        • Required Intermediate Other Knowledge of and/or ability to utilize COGNOS for budgetary decisions or review
        • Required Intermediate Microsoft PowerPoint
        • Required Intermediate Microsoft Word
        • Required Intermediate Microsoft Excel
        • Required Intermediate Microsoft Outlook
        Languages:

          About us
          Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.