Senior Director of Customer Service

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The Senior Director of Customer Service is responsible for the daily management of their call center operations, managing 1 million incoming calls per year in a unionized environment. As part of MetroPlusHealth’s larger goal of servicing all New Yorkers, the Senior Director’s team will be a critical function in how the organization communicates and establishes trust with their members. This includes providing the member with the best possible, note-worthy experience during the entire end-to-end relationship with MetroPlusHealth. The call center will be an
important contributor to member acquisition and member retention activities.

This individual will direct all phases of operations and process improvement through establishing both rigorous KPIs and metrics with the goal of first-call resolution, as well as driving a culture of high-quality customer experience. In addition to day-to-day operations of the call center, the Senior Director will also demonstrate a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, morale and culture.

The Senior Director of Customer Service will have a broad set of responsibilities that will encompass the following:

• Manage and direct all aspects of call center operations in a manner that builds a strong workplace culture that maximizes both staff and customer satisfaction while meeting budgetary goals.
• Review existing call center policies and procedures and changes to ensure alignment with customer requirements and best-in-class standards.
• Establish and maintain performance metrics to include call efficiency, low abandonment rate, staffingmutilization, acceptable turnover, financial performance, and reporting.
• Identify and implement best tracking tools and methodologies to capture metrics. Oversee the identification, selection, and implementation of a new CRM.
• Develop and distribute dashboard reports including scorecards, metrics, data, and analytical reporting.
• Oversee the hiring, training, and supervision of call center employees.
• Monitors, develops, recommends and/or implements workforce management changes necessary to meet service standards, timeliness, and service level requirements.
• Oversee the delivery of all customer-required training programs, recommend, and implement supplemental training programs, monitor calls for quality assurance, recruit and hire new personnel, and handle escalated concerns.
• Works with cross-functional stakeholders to affirm that day-to-day operational activities are aligned with the overall goals of the Health Plan.
• Represents MetroPlusHealth at State and Federal audits for the customer service function.
• Take ownership for complaints and grievances and collaborate with other functional areas to identify trends and process solutions.
• Assist in developing and implementing future call center vision and strategy. Act as expert, staying up to date on best-class customer experience thought leadership.
• Represent the Plan in relevant professional associations, promoting Plan’s interests.
• Actively collaborate with sales and retention department, supporting member acquisition and retention.

• The successful Senior Director will have experience engaging, leading, and inspiring their teams in developing and documenting best practices in the performance of all duties and responsibilities. They will have experience fostering a culture of continuous improvement in customer service.
• Bachelor’s Degree required.
• Minimum 7 years of experience leading large-scale call centers with a fast-pace and high call volume.
• Management experience with direct responsibility/accountability for the work of others, preferably with a team of 150+ FTEs. Ability to train and mentor management level professionals and grow the overall skills of the department.
• Effective problem-solving skills: ability to identify efficiency and process improvements proactively.
• Experience establishing and maintaining a metrics-driven call center environment leveraging technology; implement proper dashboards, KPIs, CRM best practices, etc.
• Relationship-builder with excellent oral and written communication skills, and able to work with a variety of personality types and skill levels.
• Project Management mindset with the ability to prioritize and manage multiple responsibilities simultaneously.
• Professional and clear oral and written communication skills. Ability to manage up and down the organization.
• Extensive knowledge of online call center phone and tracking systems.
• Strong interpersonal, written, and oral communications skills, including presentation skills.
• Desire for personal/professional growth and development.
• Union experience not required.

Professional Competencies

• Integrity and Trust
• Customer Focus
• Functional/Technical skills
• Written/Oral Communication

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