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CareSource · 1 day ago

Director, Customer Care

Las Vegas NV Office

Full-time

Onsite

Senior Level, Lead/Staff

$113K/yr - $198K/yr

10+ years exp

CareSource is a management services organization focused on providing healthcare solutions. The Director, Customer Care is responsible for enhancing the service experience for members and providers while leading a team to build a high-performance culture and ensuring compliance with regulatory requirements.

Health CareMedicalNon Profit

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Passionate leader of designing Member/Provider Experience service process and ensuring the continuous improvement of service experience across markets and products

Lead a team of Customer Care Managers, Team Leaders in building a High Performance Culture – goal/expectation setting, defining Reward & Recognition Programs, identifying ongoing Training Needs & driving focus on Personal Accountability

Regularly engage with leaders across the organization (Market; Operations; Clinical) to provide insight into opportunities

Monitor all regulatory requirements and oversight of all submissions in existing and future lines of business

Deliver recommendations related to improvements to Self-Service tools (IVR, Digital Products etc.) based on Top Contact Types

Continuous review and improvement of business process workflow

Facilitate/promote problem identification, analysis and resolution across the organization in an effort to improve member/provider experience

Utilize formal and informal meetings to gather information and provide feedback and developmental ideas to staff members

Analyze data and identify trends monthly to ensure company expectations are met

Identify information system inefficiencies and formulate recommendations

Keep abreast of new call center technology and service concepts

Perform any other job duties as requested

Qualification

Call center managementData analysisProject managementLean SigmaManaged care experienceMicrosoft Office SuiteTeam developmentNegotiation skillsCommunication skillsProblem solvingCollaboration skills

Required

Bachelor of Science/Arts in a Business related field or equivalent years of work experience

Minimum of ten (10) years of experience in a call center or similar environment

Minimum of five (5) years of management experience, preferably call center management

Advanced knowledge of Microsoft Word, Excel, PowerPoint and Visio

Strong data analysis and trending skills

Strong project management skills

Knowledge of call center operations and trends

Strategic management skills

Strong negotiation skills

Good technical writing skills

Strong team and staff development skills

Strong collaboration and conflict resolution skill sets

Proven leadership with the ability to build relationships/collaborate and influence at all levels

Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics

Ability to work in a fast-past environment

Attention to detail

Ability to develop, prioritize and accomplish goals/time management

Executive management skills

Strong decision making and problem solving skills

Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels

Strong interpersonal skills & high level of professionalism

Ability to work independently and within a team environment

Effective active listening and critical thinking skills

Preferred

Master's degree

Multi-site leadership/ Work from Home experience

Experience in a call center and health insurance

Staffing and forecasting experience

Lean Sigma/Continuous Improvement/Design Thinking experience

Managed care experience

Benefits

Substantial and comprehensive total rewards package

Company

CareSource

Glassdoor3.8

CareSource provides managed care services to Medicaid beneficiaries.

Founded in 1989

Dayton, Ohio, USA

1001-5000 employees

https://www.caresource.com/

H1B Sponsorship

CareSource has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (30)

2024 (39)

2023 (35)

2022 (21)

2021 (37)

2020 (28)