Director, Member Services Experience & Learning Development

City of Hope in Irwindale, CA

  • Industry: Healthcare - Allied Health - Others
  • Type: Full Time
position filled

As a key member, the Director, Member Services Experience & Learning Development will oversee, lead, and inspire a Member Services call center staff, by working alongside Operations leadership and across functional areas to maximize call efficiency, optimize patient experience, and enhance physician customer partnerships. Establishes and clearly communicates all member Services strategy and key performance indicators to the contact center team at all levels to drive a dynamic member experience.  Provides feedback regarding operations to include budgeting, goal setting, performance management, policies and procedures and monitoring overall performance to lead to successful results. Supports both internal and external customers in achieving service level, key performance indicators, metrics, quality goals, caller/patient satisfaction, and budgetary goals.  Responsible for implementation and maintenance of call systems, policies and procedures within the site including development, implementation, and continual improvement of processes in alignment with organizational strategy to aid in the achievement of the divisions strategic and tactical business goals.  Responsible for leading process improvement efforts within the Member Services call center.  Provides leadership, development and management to Member Services call center staff and associates; seeks to achieve overall staff satisfaction; provides development to supervisory team; ensures training and development for supervisors and associates. Director, Member Services and Experience T is accountable for leading a team of dedicated employees to create a memorable member experience for existing and new members.
Key Responsibilities include:
Management of Day to day Operations:
Management of Day to day Operations
Provides day to day leadership of Member Services call center staff including ongoing maintenance, day to day performance, exceeding customer expectations in every way.
Responsible for the ongoing operations of the Member Services call center phone system and software. Meets call center financial objectives by estimating requirements; preparing annual budget; managing expenditures; analyzing variances; initiating corrective actions. 
Design and implement action plans; as necessary; to ensure all teams consistently meet goals 
Performance Management and Analysis
Monitors performance for metric achievement, ensuring corrective action is taken when necessary.
Analyzes Member Services call center operations team to evaluate effectiveness, recommending changes as appropriate to better serve customers.
Develops joint plans for implementing key programs that both support the broader goals as well as meet the specific needs identified.
Responsible for leading specific member experience initiatives, goals, and objectives, and takes the lead on developing and leading specific patient experience change management strategies and tactics to support those initiatives leveraging system-wide change management toolkits
Focus on the end-to-end member experience to build and maintain relationships with members and clients
Strive to gain of our members and to ensure continued usage of Access Hope for their oncology assessments
Steward digital enablement and multichannel usage to meet members’ needs
Actively align brand, marketing and member experience to create an overall AccessHope Employer Services feel
Regularly coach and provide feedback to the team members to enable them to have confidence in what they do, help them grow and drive to excel
Build and utilize working relationships with internal business partners across the organization and external business contacts
Effectively control allocated budget dollars to assist with achieving the organization’s fiscal budget
Serve as a deep technical expert for the leadership to leverage for both consultation and leadership of strategic patient experience and change management strategies
Issue Resolution:
Analyzes trends to proactively address and/or respond quickly and professionally to all issues received.
Evaluates and facilitates changes to business processes and work flows to ensure the best possible customer experience.
Metric Monitoring and Quality Assurance:
Maintain and accurately report key Member Services call center operating and tracking statistics. Monitors calls and gives feedback to increase quality.
Works closely with the Executive Director of Quality Assurance and Control to identify areas for improvement. 
Plans and communicates changes in processes, policies and/or procedures in a clear, concise and expedient manner throughout the call center. 
Is an expert in the usage of voice technology, tracking systems and metric tools.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Customer Service Training:
Trains and develops call center representatives’ skills through a variety of methods such as one-on-one training sessions, group meetings, role playing, email communication, certification process administration and progressive discipline.
Ensures a high level of customer service by conducting weekly quality monitoring of calls; motivating and encourage agents through positive feedback; taking difficult calls when an agent needs assistance; working to resolve patient and employer or payor complaints; establish regular meetings with providers and other departments to review call center performance.
Has the ability to listen to calls and provide continual education and process improvement. 
Core Talent Development:
Design the strategic plan for onboarding, protocols, and/or systems (leadership effectiveness, team effectiveness, change management, performance management systems, learning management systems, etc.) and recommend/choose/develop and implements associated programs, tools, and resources (human and capital).
Evaluate Talent Development programs and/or core practices by designing various follow-up and feedback mechanism for the purpose of assessing program/practice effectiveness and determining any necessary changes or revision to programs/practices.
Hire, train and onboard new call center representatives’ as required to meet quotas
Provide coaching and assistance to call center agents on an ongoing basis
Process weekly sales leads reports for submission to management
Oversee and ensure conflict resolution between associates and customers
Ensure that all employees follow the company’s best practices for call center management and operations
Develop presentations and talks to motivate and educate call center agents
Communicate company goals to associates so every employee understands his or her role
Conduct periodic surveys of customers and potential customers to ensure quality control
Process improvement implementation & Communication
Plan and communicate changes in processes, policies and/or procedures in a clear, concise and expedient manner throughout the contact call center.
Utilize Lean methodology to streamline work processes and realize cost and resource efficiencies.
Basic education, experience and skills required for consideration:   
Bachelor’s degree in Business, Talent Development or a related field.
7+ years of operations and/or Talent Management experience in a mid to large organization developing teams.
Prefer Bi-lingual (English and Spanish with a high emphasis on member experience.
Demonstrated strong fiscal management skills in a P&L environment. 
Demonstrated leadership over multi-functional departments to include IT, Telephony, Facilities, Training, Quality Assurance, Recruiting and HR.
Demonstrated ability to successfully manage excellent customer relationships.
Knowledge of best practices for call center industry, technology, telecom, call center operations, call center training, and facilities management.
Experience with strategic initiative development and implementation, specifically with operating policies.
Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
Must have experience in creating, managing and analyzing financial and productivity reports.
Ability to coach others in ways that contribute to higher levels of accountability, performance and conduct.
Proven team leader with a high level of energy and motivation with a proven track record of living the companys values.
Excellent negotiation and organizational skills.
Strong analytical skills with the ability to perform statistical calculations relative to call center metrics.
Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
Maintain positive and productive working relationships with other employees and departments.
Ability to work independently and to partner with others to promote an environment of teamwork.
Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
Excellent communication skills.
Preferred education, experience and skills:
Master’s degree in business or a related field.
Management experience in a healthcare provider or payer setting.


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