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Director I Customer Care

2 months ago

Las Vegas, United States Elevance Health Full time

**Director 1 Customer Care**

**Location** : This position will work in a hybrid model (remote and office). The ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations.

The **Director 1 Customer Care** is responsible for planning and development of key processes within a centralized customer service unit to achieve excellent customer service. The director is responsible for strategic planning and execution of all Call Center operations. Staff is typically located in multiple sites and/or states and utilizes multiple systems. May include oversight of multiple functions within customer service, enrollment and billing, document management, mail services, appeals, etc.

**How you will make an impact:**

+ Develops/implements complaint resolution procedures and ensures area is staffed and trained to handle inquiries from agents and policy owners.

+ Develops short/long-term customer service objectives and continuously monitors procedures to ensure these are met by staff.

+ Encourages staff development/training.

+ Stays abreast of state/federal regulations.

+ Develops and manages the annual operating budget within financial objectives and in a manner which ensures that service and goals are met.

+ Oversees quality, performance and strategic initiatives

+ Drives innovation and digital efforts

+ Hires, trains, coaches, counsels, and evaluates performance of direct reports.

**Minimum Requirements:**

+ Requires a BA/BS degree and a minimum of 7 years leadership experience; or any combination of education and experience which would provide an equivalent background.

**Preferred Skills, Capabilities, and Experiences:**

+ Strong written and oral communication skills, problem solving skills, attention to detail and well organized preferred

+ Medicare experience preferred.

For URAC accredited areas, the following professional competencies apply:

Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills

For candidates working in person or remotely in the below location(s), the salary* range for this specific position is $117,096 to $175,644.

Locations: Las Vegas, NV

In addition to your salary, Elevance Health offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The salary offered for this specific position is based on a number of legitimate, non-discriminatory factors set by the Company. The Company is fully committed to ensuring equal pay opportunities for equal work regardless of gender, race, or any other category protected by federal, state, and local pay equity laws.

* The salary range is the range Elevance Health in good faith believes is the range of possible compensation for this role at the time of this posting. This range may be modified in the future

and actual compensation may vary from posting based on geographic location, work experience, education and/or skill level. Even within the range, the actual compensation will vary depending on the above factors as well as market/business considerations. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Companys sole discretion, consistent with the law.