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About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers arent just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT(link removed) Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

Vice President of Member Service Center Operations

The Vice President, of Member Service Center Operations is responsible for overall executive leadership and operations management of EDHC Member Service Center functions to achieve our mission and meet organization goals and requirements. This overall responsibility and ownership of results includes excellent performance in areas of operational expertise in the health care space and Customer Experience Operations (service levels, case utilization, revenue generation, forecasting optimization, KPIs, learning and Development, knowledge management, customer satisfaction both current and new client implementations(link removed)) Must be an exceptional communicator, able to explain EDHCs services in an informational, influential, concise, uplifting, and personable manner at all levels of the organization. The vice president of Service Center Operations will play a key role in growing and transforming our service delivery operation including our new Cancer Care direct product offering. The Vice President of Member Service Center Operations will be in the Dallas TX area and will have direct responsibilities for location growth in addition to overseeing and leading all management and operations of our current location. This position reports directly to the Chief Experience officer. The Vice President will work collaboratively with other executives and management to execute on the strategies and plans of the company in order to achieve excellent customer service and consistent profitable growth.

Location: Dallas, TX

Responsibilities and Duties

• The key voice and leader responsible for Member Service Center (inbound, outbound, chat, email, case management) operations and for exceeding all company goals for service performance and meeting all regulatory requirements.
• Hire and equip great people that reflect our core values.
• Support and enhance all workforce management capabilities. Drive improved forecasting and accuracy with a continued drive on optimization.
• Develop, design and implement strategy and tactics to continuously improve Service center KPIs that improve the member experience and drive utilization.
• Drive voice of the customer in delivery and strategy across all levels of the organization.
• Key leader in driving best practices and operational expertise for new products such as Cancer Care direct.
• Lead Practice CX leadership to enhance and improve all aspects of delivery in quality management, learning and development and knowledge management capabilities.
• Direct the development and execution of operational business processes through use of technology and automation tools.
• Responsible for daily, weekly and monthly performance and compliance reporting
• Monitor and report on achievement of committed action plans to our C suite and on occasion to our board.
• Function as the executive escalation point for key clients
• Actively participate as a member of the Extended Executive leadership team
• Represent our Service Center delivery, brand and vision for prospective clients.
• Assist in product development & quality assurance efforts as required
• Assist in sales and marketing efforts as needed

Skills and Experience

• Extensive experience with cloud-based CRMs, dialer systems, agent performance, skill-based optimization and workforce management tools
• Must be an exceptional communicator, able to explain EDHCs services in an informational, influential, concise, uplifting, and personable manner at all levels of the organization
• Successful manager of talent, with the ability to identify, select, develop, retain and manage a high performing team.
• Thrives in a fast-paced environment that relies on the ability to multi-task and balance multiple, competing priorities, yet is still able to balance that energy and drive with sensitivity and compassion
• Works across boundaries easily and effectively, building internal and external relationships in a collaborative fashion
• Significant health & welfare client relationship management experience preferred
• Strong customer service orientation
• Proven track record of working in a highly matrixed environment
• Excellent verbal and written communication skills

Requirements

• 15+ years of client relationship and Service Center experience
• Significant experience with multi-channel service platforms that match right service channel (i.e., Call, chat, portal, text, etc.) for the best value
• Must live within commuting distance to Dallas TX office.
• Willingness to travel as needed.
• B.A. or B.S. required

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave