Director of Customer Experience

Apply on line at http://www.alohacare.org/Careers/Default.aspx

The Company:

AlohaCare is a local, non-profit health plan serving the Medicaid and Medicare dual eligible population. We provide comprehensive managed care to qualifying health plan members through well-established partnerships with quality health care providers and community-governed health centers. Our mission is to serve individuals and communities in the true spirit of aloha by ensuring and advocating access to quality health care for all. This is accomplished with emphasis on prevention and primary care through community health centers that founded us and continue to guide us as well as with others that share our commitment. As Hawaii’s third-largest health plan, AlohaCare offers comprehensive prevention, primary and specialty care coverage in order to successfully build a healthy Hawaii.

The Culture:

AlohaCare employees share a passion for helping Hawaii’s most underserved communities. This passion for helping and caring for others is internalized and applied to our employees through a supportive and positive work environment, healthy work/life balance, continuous communication, and a generous benefits package.

AlohaCare’s leadership empowers and engages its employees through frequent diversity, recognition, community, and educational events and programs. AlohaCare has a strong commitment to support Hawaii’s families and reinforces a healthy work/home balance for its employees. Because AlohaCare values honesty, respect, and trust with both our internal and external customers, we encourage open-door, two-way communication through daily interactions, employee events and quarterly all-staff meetings. AlohaCare’s comprehensive benefits package includes low-cost medical, dental, drug and vision insurance, PTO program, 401k employer contribution, referral bonus and pretax transportation and parking program.

These employee-focused efforts contribute to a friendly, team-oriented culture which is positively reflected into the communities we serve.

The Opportunity:

Reporting to the Senior Director of Plan Operations, the Director of Customer Experience is critical to the success of AlohaCare and the Customer Experience in realizing its goals and objectives. The Director of Customer Experience is a key role within Plan Operations in delivering high quality outcomes and collaborating on all aspects of ensuring we are delivering high quality service for our members, providers and internal teams.

Primary Duties and Responsibilities:

Responsible for the Customer Experience (i.e member & provider call centers) team who are responsible for developing end-to-end customer service strategies for all lines of business. These teams are also responsible for informing and influencing upstream processes and improvement opportunities

• Determines strategy and oversees call center functions. Responsibilities include quality call handling, quality calibration and overall service improvements. Drives digital strategy in partnership with the Marketing team for directing callers to alternate channels other than voice. Responsible for bridging gaps between communications and the call center for enhanced service. Responsible for sharing call driver volumes and call types with appropriate partners such as Claims, Sales, Grievance and Appeals, Provider Relations, Marketing, Product, and Health Services in order to improve overall support. Achieves monthly service levels.
• Responsible for the leadership, strategic direction and oversight of the Grievances & Appeals Department. Collaborates in the development and implementation of long term, division wide business operating strategies and plans. Ensures operational performance is aligned with commitments to stakeholders, best practices and regulatory requirements. Ensures compliance and audit requirements are in place. Acts as change leader and assertively manages cross-functional relationships to ensure sustainability of end-to-end process capability. Responsible for strategic end to end redesign which focuses on transparency for members and self-service updates.
• Responsible for Workforce Management including Unified Desktop, Communications enablement (Five9 and Salesforce), personalization, and other front office current and future capabilities.
• Developing and implementing strategies to optimize the member journey, from acquisition and onboarding to ongoing engagement and retention.
• Leading cross-functional teams to ensure a seamless and personalized experience for members across all touchpoints, including digital platforms, customer support channels, and in-person interactions.
• Developing and implementing strategies to increase member engagement and retention within an organization or community.
• Creating personalized member experiences through targeted communication, events, and programs.
• Responsible for the design, execution, leadership, strategic direction and KPI development.
• Providing executive oversight and leadership to Managers responsible for creating and driving implementation of operating plans, which are required to support immediate and long-term business strategies.
• Defining and establishing key performance indicators which are reflective of and measure AlohaCare’s competitive position relative to service delivery.
• Defining and implementing organizational structure to facilitate effective delivery of operations. Ensuring that performance objectives and outcomes are consistent with external and internal customer expectations and meet competitive benchmarks; routinely integrates customer feedback and competitive information into ongoing planning and operational activities.
• Planning and executing member events, workshops, and initiatives to foster community and strengthen relationships.
• Analyzing communication channels such as email newsletters, social media platforms, and online forums to optimize customer interactions.
• Measuring and evaluating the effectiveness of member engagement strategies through metrics such as participation rates, satisfaction scores, and member retention.
• Serving as an advocate for members within the organization, ensuring their needs and interests are considered in decision-making processes.
  

Required Qualifications

• Bachelor’s degree in business management, public health, or related field.
• Minimum of 7 years of leadership experience.
• Minimum of 7 years customer experience and/or call center experience.
• Strategic thinker who has an eye for detail, is organized, and can manage multiple programs simultaneously.
• Excellent influence and engagement skills in building alignment and accountability without formal ownership or authority over talent resources.
• Ability to build strong and sustainable relationships and the capability to interact within all levels of the organization.
• Ability to work cooperatively and strategically in a team environment with all levels of professional, technical, and administrative staff and to integrate resources on a timely and organized basis.
• Acumen to handle complex situations and multiple responsibilities simultaneously with the urgency of immediate demands on the operations.
• Ability to present information clearly and concisely to various audiences
• Ability to deal with highly confidential information and act as a liaison between the business leader and other constituents, both internal and external
• Ability to drive all initiatives and projects to completion in complex and cross functional environment
• Ability to empower, develop, coach and groom leaders – enhancing their ability to progress through the organization
• Experience providing business strategy and planning required
• Experience driving cross functional projects and initiatives required
• Exceptional verbal and written communication and program/project management skills, including an ability to communicate effectively at an executive level.
• Ability to prioritize and manage work and trade-offs against critical project timelines in a fast-paced environment.

Preferred Qualifications:

• Experience in healthcare

Physical Demands/Working Conditions:

• Requires prolonged operation of a computer workstation, including the ability to type for extended periods of time on a keyboard during the scheduled workday.
• Ability to travel inter-state and mainland with occasional overnight stays.

• May require occasional lifting, up to 20 pounds

Salary Range: $111,000 - $150,000 annually

AlohaCare is committed to providing equal employment opportunity to all applicants in accordance with sound practices and federal and state laws. Our policy prohibits discrimination and harassment because of race, color, religion, sex (including gender identity or expression), pregnancy, age, national origin, ancestry, marital status, arrest and court record), disability, genetic information, sexual orientation, domestic or sexual violence victim status, credit history, citizenship status, military/veterans’ status, or other characteristics protected under applicable state and federal laws, regulations, and/or executive orders.