Senior Director Member Services
Idaho State Job Bank - Boise, ID
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Senior Director Member Services at Prime Therapeutics in Boise, Idaho, United States Job Description Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make. Job Posting Title Senior Director Member Services Job Description The Senior Director Member Services is responsible for leading and developing the Contact Center in a manner that ensures world class customer service is delivered to Prime's members and clients. This position is responsible for supporting the quality team to ensure the highest level of service and compliance with necessary requirements. This position is also responsible for the overall customer experience while meeting service level guarantees. Responsibilities + Manage the contact center and customer service teams to ensure overall business performance, quality, process compliance, problem resolution, team, and personnel development + Responsible for audits and trending of results to include identifying root cause of any identified opportunities, developing and implementing corrective action plans + Serve as Prime representative to external and internal clients for all topics related to operations, quality and accreditations + Serve as a contact center representative to the company and external entities by participating in cross-company initiatives, working with clients during implementation process and resolving issues and working with external vendors to ensure a consistent product + Implement enterprise-wide processes and procedures and ensure these process/procedures are being consistently applied while ensuring compliance and adherence to all regulatory guidelines + Lead large scale projects and ensure successful delivery of desired business changes including definition, execution, process management, as well as any indirect business impacts + Establish an operational culture in alignment with company values + Establish and lead communication routines to ensure team members and key stakeholder are engaged and informed on key business activities and overall performance + Other duties as assigned Minimum Qualifications + Bachelor's degree in business or related area of study, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required + 10 years of work experience, including 3 years of contact center experience + 7 years of leadership experience + Must be eligible to work in the United States without need for work visa or residency spons To view full details and how to apply, please login or create a Job Seeker account
Created: 2024-09-17