VP Customer Care I

United States

Job Description

This role maintains a high level of oversight, accountability and leadership for customer care functions and operations for current and future sites. This position works in concert with the SVP of Operations to ensure customer needs are met.

Essential Functions


- Full ownership and accountability for all accounts, end to end business process and customer care activity including communicating directly with account management, health plan designees, providers and members on authorization issues.
- Accountable for ensuring successful customer care operations across multiple sites.
- Participates in maintenance of operational requirements for existing clients through proactive planning, problem solving and root cause analysis, and continuous monitoring of Quality Improvement processes.
- Oversees management staff within the customer care team.
- Accountable for budget planning, forecasting and key performance metrics.
- Provides innovative solutions in support of a service delivery culture.
- Communicates directly with account management, clients and members on key operational issues.
- Develops, implements and manages solutions related to customer expectations and concerns.
- Responsible for conceptualizing the growth and expansion of call center in line with corporate goals.
- Coordinates and plans staffing needs and scheduling strategies for the entire call center department in conjunction with the workforce planning team.
- Responsible for meeting customer performance guarantees and metrics; ensures that productivity objectives for the non-clinical operations teams are achieved.
- Works closely with strategic operations regarding implementation, process improvement initiatives, cost of care, project management, etc.
- Liaisons with quality for audits, issues, etc.
- Continuously provides feedback and suggestions for effective user maintenance and improvement of clinical and operations systems.
- Manages other projects and programs as directed by management.

General Job Information

Title

VP Customer Care I

Grade

31

Job Family

Customer Service Group

Country

United States of America

FLSA Status

United States of America (Exempt)

Recruiting Start Date

3/1/2019

Date Requisition Created

3/1/2019

Minimum Qualifications

Education

Bachelors: Business Administration (Required), Masters

License and Certifications - Required

License and Certifications - Preferred

Other Job Requirements

Responsibilities

Excellent analytical, planning, problem solving, decision-making, presentation, communication and negotiation skills. Demonstrated ability to use information to identify key issues, cause-effect relationships, organize and present information quickly and concisely. Ability to accomplish high-level interface effectively with external clients, as well as intra-department contacts; highly collaborative. Experience effectively managing large teams in multiple sites.Minimum of 10 years operations management in a high volume, multi-site Call Center environment; 7+ years in a production office environment.

Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled

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