Bachelor's Degree Required. MBA Preferred. Or equivalent experience)
Strong insurance claims background.
15+ years of operational leadership in a highly complex and high transaction volume organization.
10+ years of call center and/ or organizational experience. (or similar work experience).
10+ years in healthcare operations and working with healthcare and pharmaceutical brands.
VP - Customer Support/Care (Insurance Claims processing)
Location: Morristown, NJ
Must have a strong insurance claims background.
The Vice President, Customer Support/Care Center is responsible for the overall strategic and tactical direction and full oversight of our high touch concierge call centers that are accountable for delivering an empathic exceptional patient experience to individuals struggling with health concerns. It is also responsible for processing reimbursement claims in timely and accurate manner. The contact centers operate in multiple locations, 24/7. The role is directly responsible for day to day contact center operations and building high performing operational/service teams in complex business environments. The role is accountable for achieving world-class service orientated teams both from an operational procedure perspective as well as people and organization design perspective with an extremely keen focus on complete end to end customer satisfaction.
This individual will have primary responsibilities for driving day to day customer contact operational excellence for a suite of client products/services across multiple facilities, including outsourced facilities. Driving an empathetic culture focused on the customer, first call resolution, customer experience, and overall world class service expectations. This area supports high call volumes from patients.
Construct and develop a high performing service organization that is focused on customer empathy, outcomes, a continuous quality improvement that is aligned with the market penetration and brand adherence goals of our clients.
Lead a staff of 200+ personnel in day to day customer contact center efforts across multiple facilities
Develop the organization and staff through training and extensive employee/consultant engagement initiatives that deliver outstanding communication, personal development, and passionate/dedicated staff that will grow with our client's programs.
Create and manage performance through common industry performance indicators. Define operational service metrics that are aligned with world-class customer outcomes Satisfaction)
Drive employee engagement based performance improvements.