Director, Customer Care – Nevada Location (Leadership, MCO's & Operations Experience)

Join arenaflex, a leading organization in the healthcare industry, as we seek an exceptional Director, Customer Care to lead our customer service team in Nevada. As a key senior leader, you will be responsible for building a best-in-class service experience for our members and providers, driving continuous improvement, and fostering a high-performance culture.

About arenaflex

arenaflex is a dynamic and innovative organization dedicated to providing exceptional healthcare services to our members and partners. With a strong commitment to excellence, we strive to create a positive and inclusive work environment that encourages growth, collaboration, and innovation. Our team is passionate about making a difference in the lives of our members and communities, and we are seeking like-minded professionals to join our mission.

Job Summary

The Director, Customer Care will oversee the development and implementation of customer service strategies, processes, and procedures to ensure a seamless and exceptional experience for our members and providers. This role requires a strong leader with excellent communication, problem-solving, and analytical skills, as well as experience in call center management, leadership, and operations.

Key Responsibilities

* Design and implement member/provider experience service processes and ensure continuous improvement across markets and products

• Lead a team of Customer Care Managers and Team Leaders in building a high-performance culture, including goal/expectation setting, reward and recognition programs, training needs identification, and personal accountability
• Engage with leaders across the organization (Market, Operations, Clinical) to provide insights into opportunities and drive collaboration
• Monitor regulatory requirements and oversee submissions in existing and future lines of business
• Develop recommendations for improvements to self-service tools (IVR, digital products, etc.) based on top contact types
• Continuously review and improve business process workflow to ensure efficiency and effectiveness
• Facilitate problem identification, analysis, and resolution across the organization to improve member/provider experience
• Analyze data and identify trends monthly to ensure company expectations are met
• Identify information system inefficiencies and formulate recommendations for improvement
• Stay up-to-date with new call center technology and service concepts to drive innovation and excellence

Education and Experience

* Bachelor of Science/Arts in a business-related field or equivalent years of work experience required

• Master's degree preferred
• Minimum of 10 years of experience in a call center or similar environment required
• Minimum of 5 years of management experience required, preferably in call center management
• Multi-site leadership/work-from-home experience preferred
• Experience in a call center and health insurance preferred
• Staffing and forecasting experience preferred
• Lean Sigma/Continuous Improvement/Design Thinking experience preferred
• Managed care experience preferred

Competencies, Knowledge, and Skills

* Advanced knowledge of Microsoft Word, Excel, PowerPoint, and Visio

• Strong data analysis and trending skills
• Strong project management skills
• Knowledge of call center operations and trends
• Strategic management skills
• Strong negotiation skills
• Good technical writing skills
• Strong team and staff development skills
• Strong collaboration and conflict resolution skill sets
• Proven leadership with the ability to build relationships/collaborate and influence at all levels
• Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics
• Ability to work in a fast-paced environment
• Attention to detail
• Ability to develop, prioritize, and accomplish goals/time management
• Executive management skills
• Strong decision-making and problem-solving skills
• Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels
• Strong interpersonal skills & high level of professionalism
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills

Licensure and Certification

* None required

Working Conditions

* General office environment; may be required to sit or stand for extended periods of time

• Ability to travel as required by the needs of the business

Compensation Range

* $110,800.00 - $193,800.00 arenaflex considers a combination of a candidate's education, training, and experience, as well as the position's scope and complexity, discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary)

* Salary

Organization Level Competencies

* Create an Inclusive Environment

• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business

Why Join arenaflex?

* Opportunity to work with a dynamic and innovative organization

• Collaborative and inclusive work environment
• Professional growth and development opportunities
• Comprehensive total rewards package
• Chance to make a difference in the lives of our members and communities

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to fostering an inclusive environment that welcomes and supports individuals of all backgrounds. Apply for this job