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Clover Health · 1 day ago

Director, Customer Experience - Medicare Advantage

Houston, Texas, United States

Full-time

Onsite

Mid, Senior Level

$135K/yr - $175K/yr

7+ years exp

Clover Health is committed to providing high-quality healthcare plans for America’s seniors. As the Director of Customer Experience, you will lead the execution of Clover’s customer engagement strategy, ensuring a seamless experience for Medicare Advantage members while championing a customer-first culture across the organization.

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Responsibilities

Deliver a world class customer experience and build a team of high performing, motivated and quality driven Agents and Leads

Define a winning Cx strategy, focusing on Medicare Advantage members and providers

Stand up and manage a concierge call center for VIP and at-risk members

Identify and implement AI-driven solutions to enhance customer experience, such as leveraging AI for call center agents, customer self-service solutions, call quality monitoring, and sentiment analysis

Leverage AI to collect and analyze the voice of the customer resulting in preventative measures and real-time “Next Best Action” scenarios to enrich the experience

Establish an integrated and holistic feedback loop of the Voice of the Customer to the business

Be accountable for understanding the direction of the company and its associated service needs

Work cross-functionally with peers in Sales, Marketing, Provider Engagement, Clinical Operations, Claims, Enrollment, etc. to coordinate and grow together, and cascade down to your team for a clear direction

Oversee and optimize the unification of our third party call center services, both stateside and offshore

Spearhead the creation, refinement, and oversight of Standard Operating Procedures and onboarding programs for customer service agents

Leverage AI to optimize training design, develop realistic simulation-based learning and role-play experiences, and implement co-pilot tools that empower agents to deliver exceptional service to members, providers, and brokers while maintaining consistency across training materials and knowledge repositories

Lead the design, development, and governance of all Standard Operating Procedures and agent onboarding programs. Utilize AI to enhance curriculum design, create synthetic training simulations for immersive learning and role-play, and deploy co-pilot (agent-in-the-loop) tools to elevate member, provider, and broker experiences across training content and DLP repositories

Work with Clover's Compliance Team to ensure regulatory compliance in our communications, research and respond to CTMs, and update monthly delegatory reporting

Work with IT operations to define a “no wrong door” approach and consistent, channel agnostic member journey

Deliver a high performing Call Center based in Houston, TX designed to integrate technology and AI powered tooling used by a high performing team of agents from diverse backgrounds but unified in purpose - delivering a gold standard in customer experience

Establish yourself as the bar of excellence, deeply accountable to deliver improving metrics, and scaling solutions that meet the needs of our current and future customer demand

Work cross functionally to understand Clover’s business and strategy and optimize through data analysis, reaching into the business to drive operational improvements and the execution of our short and long term goals

Qualification

Call center managementAI technologiesData analysisCustomer engagement strategyIVR systemsTeam buildingRegulatory complianceLeadershipCross-functional collaboration