Executive Director of Customer Experience

2 days ago

Phoenix, Arizona, United States Highmark Health Full time
Job Summary

This role establishes overall strategic, financial, and tactical business and operational direction for the assigned areas. As the business owner for all customer implementation and maintenance, you will be responsible for high-quality customer satisfaction and outcomes across multiple health plans. You will be involved and engaged in proactive identification and resolution of customer contract issues, accountable for the financial performance and service responsiveness related to benefit application and client administration, and responsible for the implementation of and adherence to government regulations, corporate policy mandates, corrective action plans, and process improvement initiatives.

Key Responsibilities
  • Perform management responsibilities, including hiring and termination decisions, coaching and development, rewards and recognition, performance management, and staff productivity.
  • Plan, organize, staff, direct, and control the day-to-day operations of the department, develop and implement policies and programs as necessary, and may have budgetary responsibility and authority.
  • Direct end-to-end customer implementation operations with accountability for customer satisfaction, financial performance, proactive risk identification, issue resolution, process excellence, and quality control.
  • Leverage automation, analytics metrics, and operational excellence to manage overall financial performance and drive customer satisfaction.
  • Optimize workforce mix and manage workforce development, capacity, and retention.
  • Facilitate development of strategic and tactical solutions to diverse and complex business problems.
  • Create divisional and corporate strategic and tactical plans to grow the platform and the business.
  • Develop and manage vendor relationships and contracts.
  • Communicate effectively with all levels of the organization, develop reports and presentations, and represent customer implementation to executive leadership, regulatory bodies, external customers, external auditors, and other parties as necessary.
Requirements
  • Bachelor's Degree in Business, Health Administration, or related field, or relevant experience and/or education as determined by the company in lieu of a bachelor's degree.
  • 5 years of management experience.
  • 7 years of experience in benefit operations, insurance industry, and/or other relevant experience, including experience in implementing and running new operational units and business process improvement.
Preferred Qualifications
  • Master's Degree in Business, Health Administration, or related field.
Knowledge, Skills, and Abilities
  • Leadership skills and ability to relate to all levels of management and staff, as well as external customers and vendors.
  • Proven ability to develop and negotiate vendor relationships and contracts.
  • Knowledge of processes and procedures re-engineering and strong knowledge of change management.
  • Strong business acumen with knowledge of financing and/or budgeting.
  • Ability to evaluate technology for implementation and gaining improved services.
  • Strong written and oral communication skills.
  • Excellent leadership development, team building, and professional development skills.
  • Strong knowledge of service levels and service requirements.

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