Positions in this function are responsible for providing expertise and customer service support to members, customers, and/or providers.

• Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff.
• Work most often impacts a large business unit, or multiple markets/sites.
• Develops and executes strategies for a function or discipline that span a large business unit or multiple markets/sites.
• Directs others to resolve business problems that affect multiple functions or disciplines.
• Product, service or process decisions are most likely to impact multiple functions and/or customer accounts (internal or external).

Additional Scope and Guidelines:

• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, massmailings, call directing/rerouting, weather emergencies)
• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers
• Maintain ongoing communications with callers during the resolution process to communicate Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Minimum of 12+ years leadership experience in healthcare, emotional wellness, or in a patient-facing field of work
• Proven ability to lead a large team of at least 500 FTEs preferably in a contact center voice operations
• Proficient in MS Office and an advanced user in Excel and Powerpoint
• Willing to work onsite on rotating US shift schedules
• Strong facilitation and organizational development skills
• Ability to plan, organize and be flexible in responding to shifting priorities and multiple clients
• Proven time and resource management skills
• Health care experience is an advantage

Please refer to job description.