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Zelis · 6 hours ago

Director, Care Concierge

US MA Boston

Full-time

Hybrid

Senior Level, Lead/Staff

$115K/yr - $153K/yr

10+ years exp

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. They are seeking a Director of Care Concierge Team who will ensure operational excellence and drive efficiency while expanding service offerings to enhance member engagement. The role requires a strategic thinker with a focus on performance management and innovation in the contact center operations.

FinanceFinTechHealth Care

No H1B

Responsibilities

Ensure day-to-day operations of the Care Concierge Team, including meeting service level agreements (SLAs) and quality standards adherence

Monitor call queues, staffing levels, and adherence to schedules to maintain optimal coverage across accounts and end members

Assess and optimize current workforce management practices, including forecasting and scheduling

React quickly to customer and member escalations for satisfactory resolution and create systems to anticipate and get ahead of future concerns

Define and track key performance metrics such as AHT, FCR, CPC, CSAT, and NPS; set measurable performance goals, analyzing trends and communicating with team and cross-functional leaders to ensure results; implement corrective actions where needed

Develop dashboards and reporting tools, in collaboration with BI team, for real-time performance monitoring

Assess current CCT service offering and delivery to determine service effectiveness; build plan and spearhead initiatives to optimize service offering

Lead process improvement initiatives to drive member/account satisfaction, effectiveness, and cost efficiency

Partner with Business Intelligence/Analytics leaders to tailor dashboards in alignment with key performance metric definitions, enabling real-time tracking, and collaborate on ad hoc analytical research initiatives to surface insights and inform Care Concierge Team strategy

Set the strategic vision, strategy and associated OKRs to achieve

Collaborate with Strategy, Product, Marketing, and Technology teams to evolve the contact center model

In partnership with Product Management, advise the broader organization on how data should be architected in support of the member engagement contact center experience as an extension of the product

Drive automation and AI initiatives to reduce manual work and improve efficiency

Identify and drive cost optimization strategies by analyzing KPIs such as cost per contact and identifying savings opportunities

Maintain deep knowledge of the healthcare industry, clients and market. Stay current with innovation and cutting-edge techniques related to contact centers and healthcare consumer engagement strategies

Build a high-performing team through coaching, mentoring, and succession planning

Foster a positive, inclusive culture that promotes engagement and accountability

Conduct regular performance reviews and create development plans for team members

Maintain a constructive, inclusive, collaborative and high-performing organizational culture within the team and with our cross-functional partners, keeping the client and member at the center of everything we do

Assess current and ongoing state of the Care Concierge organization, including global structure, and determine future state structural and process needs to optimize performance

Bring technical expertise to our contact center tech stack, ensuring the right mix of tools are appropriately maintained, taking advantage of AI, automation, and new technologies, where applicable

Partner with IT to ensure contact center platforms are optimized and secure

Stay current on emerging technologies and recommend upgrades or enhancements

Ensure compliance with data privacy, security standards, and regulatory requirements

Serve as the primary liaison between the contact center and internal stakeholders; engage with clients as expert on contact center topics, as requested by Client Management

Present Care Concierge Team performance updates and strategic plans/progress to senior leadership

Influence cross-functional teams to align on initiatives that improve member experience

Collaborate closely with Client Management and Client Performance Managers to articulate value proposition and strategy of Care Concierge to health plans and employer groups, define best practices for how health plans and employer groups engage with CCT, and support client CCT-related requests

Qualification

Contact center leadershipHealthcare industry experienceData analysisVisualizationAutomationAI initiativesPerformance managementProject managementCross-functional collaborationCommunication skillsTeam playerAttention to detailLeadership skills

Required

10+ years of experience in contact center leadership and operations management, 5+ years in the Healthcare industry

Proven track record of managing large teams and multi-channel contact center environments

Working knowledge of relevant healthcare consumer communications regulations and guidelines

Global work experience required, demonstrated ability to define global processes and support cultural difference

Superb communication and interpersonal skills – high emotional intelligence, humility and low ego

Analytical, test and learn approach

A true love for the customer and their needs

Demonstrated ability to collaborate and communicate cross functionally to drive program results

Demonstrated ability to manage competing priorities in a fast-moving environment

Strong project management and time management skills

Keen attention to detail

Exceptional leadership skills with ability to inspire and develop teams

A track record of mentoring talent in a fast paced, demanding and high transaction volume environment with an emphasis on accuracy and timeliness; ability to multitask and work under tight deadlines

Attention to detail and has a bias for action. Highest standards of accuracy and precision; highly organized

Is a self-directed, self-starter, who is proactive, and can appropriately reorganize priorities in a dynamic, fast paced and changing environment

An individual with the utmost professional and personal integrity

Ability to actively solicit the support and involvement of appropriate individuals from different parts of the organization when addressing issues that affect them

Can interpret and use data to make well-founded business decisions, but also be comfortable and confident making decisions about abstract topics or in the absence of data

Team player, effective communicator, persuasive and professional demeanor

Communication skills – effective verbal and written communications

Expert in data utilization, analysis and visualization in story-telling and motivate team members and leaders to action based on diagnostics; advanced Excel or BI tools experience preferred

Familiarity with automation, AI, and digital transformation initiatives

Demonstrates a deep understanding of how contact center impacts business and client outcomes

Strong understanding of contact center technologies (Salesforce, IVR, CXOne, WFM tools)

Bachelor's degree (B. A./ B. S.) from four-year college or university