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About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers arent just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT(link removed) Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

Director, Member Services (Customer Experience)

The Director of Member Services is key to driving operational excellence and expertise for the overall member service delivery and experience through effective leadership, cross-functional collaboration, and talent development. The Director of Member Services is a key leader for the member services team with a hands-on approach to achieve the highest levels of member satisfaction and to meet the organizational goals for member experience and operational excellence. The Director of Member Services will play a key role in growing and transforming our service delivery and operation.

• Hire, develop, lead, and inspire all levels of the customer service team, with a direct reporting responsibility for our team supervisors.
• Provide coaching and leadership to supervisors in support of team performance, personal development, and defined leadership competencies
• Drive accountability and understanding via metrics management on critical KPIS
• Foster a team-centered culture within the team and reward innovation that improves customer and client satisfaction

Business Operations

• Responsible for creating, reporting, tracking, and managing defined operational KPIs
• Develop and implement new projects, policies, and procedures for the team to meet specific goals
• Monitor and report project updates to senior management
• Works in unison with the Customer Service leadership team to drive service excellence (Training, Quality Assurance, WFM, etc.)
• Create and implement procedures on operational processes
• Drive measurable utilization and conversion rate improvements to help overall bottom-line revenue growth for Company
• Implements and manages the documentation, monitoring, and evaluation of all customer service performance measures, including phone system reports, critical success measures, duties, and responsibilities
• Collaborate cross-functionally in support of successful operational execution
• Identify opportunities for innovation, efficiency, and consistency across the team

Member Experience

• Must have a customer first approach to all activities, goals, and objectives
• Direct operational business processes through use of technology and automation tools
• Responsible for daily, weekly, and monthly performance and compliance reporting
• Makes recommendations to VP of Customer Service regarding opportunities to enhance the customer service and takes an active role in implementation
• Identifies and resolves problems to ensure our full cycle customer support is maintained at the highest level and communicates noticeable trends to VP of Customer Service for escalation
• Partners with other departments to ensure effective roll outs and overall trends in delivery are understood and managed

Requirements

• Five Years of Customer Operations Management experience REQUIRED.
• Bachelor's Degree
• Proven experience building, inspiring and scaling Customer Service teams
• Confidence leading in a fast-growth, rapid change environment
• Strong written and verbal communication skills
• Curious and solutions-oriented leader
• Proven ability to identify and select talent and a passion for people development
• Ability to effectively organize work activities to meet deadlines

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave