Company Description:

Our Client is a publicly traded Medicare Advantage platform with a robust presence across five states. Their mission is to enhance healthcare accessibility and quality for our members. As they scale their operations, they are looking to scale their call centers to improve membership experience.

Job Overview:

As the Vice President of Membership Experience, you will be responsible for leading and expanding their inbound call center team, which is a crucial part of their Customer Care department consisting of over 400 employees. Your role will involve strategizing and implementing measures to enhance the membership experience, from new enrollments to handling escalations and resolutions.

Key Responsibilities:

Leadership and Team Management:

• Oversee the Customer Care department, ensuring a high-quality membership experience.
• Manage and scale a team of membership experience professionals, including resolution specialists and other call center employees.
• Provide mentorship and guidance to team leaders and staff.

Operational Excellence:

• Develop and implement scalable processes for both on-site and remote operations.
• Ensure seamless integration of new members and effective handling of membership escalations.
• Collaborate with cross-functional teams to align membership experience strategies with overall company goals.

Customer Experience Strategy:

• Design and implement innovative solutions to enhance customer satisfaction.
• Analyze customer feedback and market trends to continuously improve service offerings.
• Champion a customer-first approach within the organization.

Performance Metrics:

• Establish key performance indicators (KPIs) to measure the effectiveness of membership experience initiatives.
• Monitor and report on team performance, making data-driven decisions to drive improvements.

Stakeholder Engagement:

• Work closely with senior leadership to align membership experience goals with corporate objectives.
• Engage with external stakeholders, including partners and vendors, to enhance service delivery.

Qualifications:

• Proven experience in a leadership role within customer service or call center operations, preferably in the healthcare or insurance sector.
• Demonstrated ability in scaling operations effectively, managing both on-site and remote teams.
• Strong analytical skills, with a track record of leveraging data to improve customer experience.
• Excellent communication and interpersonal skills, capable of motivating and leading large teams.
• Bachelor’s degree in Business Administration, Healthcare Management, or related field; Master’s degree preferred.

We Offer:

• Competitive salary and benefits package.
• Dynamic and supportive work environment.
• Opportunities for professional growth and development in a rapidly expanding company.