Director of Customer Service

Arizona Priority Care (AZPC) is an Integrated Provider Network focused on providing whole-person care to Senior and Medicaid populations, through advanced value-based models. Our provider network is comprised of more than 6,000 health care providers, including primary and specialty care physicians, hospitals and ancillary providers. We have operated in the Arizona market for more than 12 years, based in Chandler, Arizona, and are an affiliate of Heritage Provider Network. As a leading value-based provider organization, we are committed to improving the quality of care, providing excellent member and provider experiences all while reducing cost.

The Customer Service Department is critical to the overall success of the company. Healthcare providers, members, and beneficiaries value timely and accurate responses to their questions and issues and AZPC delivers this value by engaging well-trained, seasoned, professional member advocates.

The Director of Customer Service will direct and oversee AZPC’s customer service operations and is responsible for managing all customer service activities within the organization. The Director of Customer Service will utilize excellent, in-depth knowledge of company products and programs to ensure that customers are satisfied and that the organization maintains positive relationships. The role of Director of Customer Service demonstrates personal initiative, team spirit, and service orientation while maintaining a positive, caring, professional attitude.

Department Oversight

POSITION DUTIES & RESPONSIBILITIES

• Proper handling of sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies.
• Positive and professional demeanor.
• Effective oral and written communication skills.
• Ability to coordinate and prioritize tasks and work on multiple projects/tasks simultaneously in a fast-paced environment without direct supervision.
• Ability to identify areas of opportunity, develop a plan of action to improve, implement and evaluate plan effectively.
• Attention to Detail, Sense of Urgency, Initiative and Flexibility.
• Ability to make decisions or solve problems and propose quality solutions
• Oversee the daily workflow of the department.
• Draft, implement, and execute policies and procedures pertinent to the effective and efficient operation of the Customer Service Department.
• Create a professional and collaborative working environment that promotes teamwork, quality, continuous improvement and reward & recognition for positive outcomes.
• Work towards self-development to stay current on customer service, supervisory, and business/marketplace procedures and practices.
• Receive incoming calls from members and providers as well as internal phone calls; act as a resource in resolving customer issues brought to the department by utilizing excellent process knowledge.
  
  

Customer Centric

• Oversee customer service trends and resolve issues to ensure resolution, timely response and customer satisfaction.
• Identify and monitor trends and implement process improvements to reduce customer impacts.
• Drive consistent communication that will result in positive customer satisfaction and business outcomes.
• Ensure customers are provided with exceptional experience, and hold staff accountable to achieve service standards.
  
  

Operations

• Monitor and manage call performance metrics to meet goals and service levels.
• Implement and manage productivity, quality, and customer-service standards.
• Generate reports to demonstrate performance of Customer Service Departments KPI’s.
• Manage membership reporting to ensure accuracy with Network alignment.
• Manage operational initiatives and projects that support AZPC Network programs.
• Identify and support updates and expansions to technology, equipment and policies that may improve customer service engagement and retention.
  
  

Staffing

• Working knowledge of principles and practices of personnel recruitment, selection, coaching and other aspects of performance management.
• Continued focus on self-development.
• Manage recruitment, hiring, onboarding, mentoring/development, engagement, retention, performance management, and succession planning of all staff.
• Responsible for employees training and development; coaching and mentor Customer Service staff to achieve “best in class” performance.
• Effectively manage and communicate job expectations; enforcing policies and procedures.
• Provide constructive and timely performance evaluations.
• Handle discipline and termination of staff in accordance with company policies.
  
  

Education, Training, And Experience

• Associates degree required. Bachelor’s degree strongly preferred.
• At least 5 or more years of leadership or operations management experience; Prior healthcare experience and/or customer service-related experience preferred; Health Plan experience a plus
• Familiar with a variety of concepts, practices, and procedures in the field of Customer Service / Contact Center Management; call center software/communication systems, i.e., 8×8, Dialpad, Genesys, etc.
• Able to work independently with minimal supervision.
• Excellent oral and written communication skills.
• Ability to interact with all levels of staff and interdisciplinary teams to achieve established goals.
• Detail oriented with strong analytical and interpersonal skills.
• Relies on experience and judgment to achieve goals.
• Excellent critical thinking skills.
• Flexible and able to handle and prioritize multiple tasks and function under pressure.
• Strong Computer knowledge: Microsoft Office (Outlook, Word, Excel, Power Point).
• This role requires 60 days FT in office presence, hybrid options available after the initial 60-day period.*