At CCA, we continually strive to put our members at the center of everything we do. Delivering outstanding customer experience is a top organizational priority. The VP for Customer Service and Consumer Experience Operations is a critical leadership position providing strategic direction and operational leadership for member and provider contact centers and member communications functions across all markets and products. The VP for Customer Service and Consumer Experience Operations is responsible for leading CCA's organizational goal to create best in class member care and service experience across the enterprise . To achieve a consistently differentiating experience for CCA members, the VP for Customer Service and Consumer Experience Operations will ensure a unified customer experience strategy that includes members and providers, working collaboratively with leaders accountable for delivering clinical care and provider networks and contracting.

Reporting directly to the Chief Operating Officer (COO), this VP is responsible for ensuring a culture of innovation and continuous quality improvement; a fully engaged and high performing staff; effective and efficient practices and processes; and ongoing measurement tools to achieve a best-in-class service experience for our members and providers.

Supervision Exercised:

Yes. Direct Reports Include the Director of Member Service, Director of Provider Service, Senior Director of Member Communications, Manager of Training and Quality, Director of Business Strategy and Technology, Director of Member Experience and Improvement, Senior Director of Consumer Affairs, and the Director and Senior Consultant for Consumer Experience.

Leadership:

• Develop and maintain the short and long-term CCA enterprise customer service and consumer experience strategy that delivers revenue growth through member retention and enrollment.
• Align functional and market leaders around strategy and priorities, and drive implementation and improvement across all markets. Support and champion the needs of frontline teams in delivering an optimal customer experience.
• Partner with CCA Provider leadership to ensure that CCA's provider experience strategy supports network providers' ability to effectively deliver timely, responsive, patient-centered care and service to CCA members
• Ensure that CCA members are directly engaged in the design, delivery and evaluation of care and service offerings through services provided by CCA's affiliate organization the Center to Advance Consumer Partnership (CACP) including CCA's Member Voices Program, Consumer Advisory Councils (CACs), Journey Mapping, and other initiatives as needed.
• Oversee cross-functional service-recovery team responsive to urgent and emergent member matters
• Provide oversight to CCA's internal Ombudsman, providing strategic and operational leadership in planning and directing the flow of highly sensitive consumer complaints to resolution.
• Oversee the Contact Center department and provides strategic direction and operational insight for CCA's Medicaid/Medicare Dual Eligible enrollees and MAPD Plan members.
• Oversee Member Communications for all markets and all products. providing strategic direction and operational leadership.
• Serve as the business lead for program management efforts to ensure strategic alignment between customer service operations and enterprise-wide member experience strategic plans.
• Drive rapid and continuous improvement in the customer service experience, including the development of initiatives to improve customer service quality and ensure compliance with service level agreements.
• Align people, processes, and technology to identify appropriate communication strategies required to support customers and their unique needs.
• Work closely with the Chief Operating Officer to ensure service delivery work streams are coordinated, and stakeholders are updated on all key performance metrics.
• Work closely with the Chief Experience Officer to serve as a change leader -- helping to educate, inform and influence all levels across the CCA organization to recognize the customer experience in all of our work and put our members at the center of everything we do.
• Build collaborative working relationships throughout the organization in order to drive success and lead fundamental changes in our approach to customer service.
• Innovate and instills in his/her teams an appreciation for thinking outside of the box, questioning the status quo, and striving to find efficiencies in all work.
• Ensure compliance with contractual, regulatory, and corporate service level requirements, guidelines, and goals related to customer service performance.
• Track call and enrollment trends, makes decisions based on organized information, and supports decisions with articulate written and verbal communications.
• Utilize Key Performance Indicators to prioritize improvements efforts.
• Leverage data, develops effective prescriptive analytics to inform decision-making, and shares pertinent data with stakeholders on performance for proactive response.
• Evaluate ongoing business opportunities and their impact on strategic growth, and leverages data to ensure scalability of operations.
• Lead the department in its quest to effectively engage employees and develop pathways for employee development.

Administrative Functions:

• Leadership for a team of 8+ directors, with as many as 200+ overall staff, including performance management and ongoing development activities.
• Annual budgeting, budget to actual monitoring, and justification of budget variances.
• Provide business justification for capital and non-capital resource needs and supports various leaders with such requests when they have a direct impact on customer service facing operations.
• Drive technology evaluation activities in collaboration with the CIO to ensure state of the art innovations are deployed to improve the member experience.
• Specific Functional Oversight Responsibilities:
  • Member Contact Center
  • Provider Contact Center
  • Contact Center Training and Quality
  • Member Communications
  • Consumer Experience Operational functions
  • Corporate Ombudsman and Service Recovery Programs
  • Enterprise-wide Project Leadership (ad hoc)

Working Conditions:Standard office conditions.

Education Required:

• Bachelor's Degree or equivalent experience

Education Desired:

• BS / BA in business, health care or related field - advanced degree a plus
• MBA or Master's degree in relevant field

Experience Required:

• Minimum of 15+ years of progressive leadership with large scale change initiatives demonstrating success in systems development and deployment, including leading a diverse functional team / organization.
• Minimum of 10 years' experience leading Enterprise CX
• Minimum of 10 years in one or more core operational functions, including call centers, enrollment functions, and appeals/grievances.

Knowledge, Skills & Abilities Required:

• Knowledge of types of health care providers and their operations.
• Proven track record collaborating effectively cross-functionally with product management, operations and IT stakeholders.
• Ability to drive organizational change.
• Ability to think conceptually and effectively translate concepts into practical and executable plans.
• Business acumen to work with senior leadership and executives.
• Excellent communication (written, verbal and presentation) and organizational skills in deadline driven environment.
• Ability to be flexible and work with ambiguity.
• Strong communication skill sets, with the ability to present information in a variety of different formats to all levels of stakeholders.
• Strong analytical skills, with the ability to articulate and define outcome measures that capture key performance metrics.
• Excellent collaboration and relationship management skills.
• Demonstrated success in obtaining results in a corporate environment.
• Highly proficient with industry standard technologies.
• Ability to travel as required by the needs of the business.

Language(s) Required:

• English

Language(s) Desired:

• Bilingual preferred

Other Required:

• Office position, sitting, walking, standing, bending, keyboard, mouse.