Director, Customer Care

California, United States Minor Outlying Islands

Job Description

Remote work is possible for the right candidate, but candidate must be available for 50% travel requirement to main office location in San Diego, CA


Provide corporate direction, management, consultation and oversight of the customer care functions. Assist in planning, developing and implementing corporate customer care policies, procedures, performance standards and training programs. Plan, develop and implement customer service audits and program analyses. Serve as a member of Magellan's corporate office implementation team for the planning, development and implementation of new business.
  • Measures performance and productivity against benchmarks and provide guidance based on results. 
  • Assists management in developing action plans to improve performance productivity while maintaining quality service in all areas of customer service. 
  • Conducts action plan meetings with management to ensure compliance with plan. 
  • Ensures care centers are in compliance with the telephone access standards for business unit(s). 
  • Develops efficient and effective workflows, streamline customer care functions to improve operations.
  • Trains appropriate staff on managing a call center. Assist in developing specific policies and procedures.
  • Prepares detailed written reports related to workflows and procedures and provide recommendations on areas of improvement to increase efficiencies and streamline the customer service processes after site visits.
  • Evaluates and analyze the customer service functions to ensure compliance with policies.
  • Initiates and develops short and long range plans for areas of responsibility and participate in the development of corporate and strategic plans.
  • Serves as a content expert to represent Customer Care on committees, initiatives and strategic planning.
  • In collaboration with new business clients and corporate office management, plans, develops and implements operational workflows, recruitment and selection of staff, training and management reporting. For new business implementations, collaborate with business clients and appropriate internal departments; plan and develop specialized Magellan member and provider materials (handbooks, manuals, newsletters, etc.).
  • Provides advice and comment on proposed program language for business client materials.
  • During new business implementations, interviews and selects customer service staff, write policies and procedures for all customer service areas.
  • Prepares customer service responses to RFPs for new business as required.
  • Serves as a member of Magellan's corporate office implementation team for the planning, development and implementation of new business.
  • Facilitates Customer Care workgroups as needed.
  • Completes special projects as required.

General Job Information

Title

Director, Customer Care

Grade

28

Job Family

Customer Service Group

Country

United States of America

FLSA Status

United States of America (Exempt)

Recruiting Start Date

10/31/2019

Date Requisition Created

10/31/2019

Work Experience

Customer Service, Supervisory

Education

Bachelors (Required), Masters

License and Certifications - Required

License and Certifications - Preferred

Other Job Requirements

Responsibilities

  • Thorough knowledge and understanding of call center management principles, practice, methods and techniques, including performance metrics.
  • Excellent verbal and written communication skills.
  • Knowledge of provider relations or network development.
  • Experience in planning, developing and implementing communication and education programs/materials.
  • Experience in planning, developing and implementing new business accounts, programs, products or services in healthcare industry
  • Minimum 7 years' planning, developing, implementing and managing a call center.

Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.

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