Summary:

Under the guidance of assigned management, the Director of Customer Care Technology and Process Innovation, is responsible for the development and execution of Customer Care’s technology modernization program strategy and roadmap along with continuous improvement programs. This position focuses on enhancing and transforming the customer experience and operational efficiency and will have a dedicated team to drive Customer Care’s technology modernization and program management portfolio.

Essential Responsibilities/Accountabilities:

• Develops and sponsors the technology vision and roadmap to enable Customer Care to implement capabilities needed to transform the member, provider and employee experience while improving operational efficiency and increasing self-service.

• Leads and implements innovative process redesign and business efficiency projects within assigned teams as well as actively participates in cross-functional projects.

• Applies human-centered and agile principles to Customer Care initiatives through integrated agile delivery teams and cohesive partnerships with parallel organizations. Partners with Care leadership peer leaders in other business units, and technology to collaboratively prioritize the work to achieve the desired results.

• Recommends and acts as change agent for improvements across all aspects of operating model, including but not limited to process efficiencies, organizational redesigns and technology enhancements.

• Develops and presents appropriate and effective communication to different levels within the organization.

• Collaborates throughout the organization to create a cohesive network of working groups comprised of subject matter experts and stakeholders.

• Utilizes talent as a strategic differentiator by investing in the career success of employees. Takes ownership for engaging and developing the team.

• Leading two dynamic teams; the first one is focused on facilitating strategic leadership alignment workshops. The second team focus is around documenting existing business processes and process improvement as in pertains to the operations of an organization.

• Develops and has oversight the modernization of training content, systems and delivery to support a virtual workforce.

• Develops and ensures adherence to budgets and business plans. Works closely with financial management on operational performance, plans and projects.

• Keeps abreast of developments in the health care and contact center industries by participation or attendance at seminars, workshops and professional societies, review of publications and as necessary, independent study.

• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.

• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

• Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are compliant with these requirements.

• Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information.

• Regular and reliable attendance is expected and required.

• Performs other duties and functions as assigned by management.

Minimum Qualifications:

• Bachelor’s degree and a minimum of seven (7) years of experience in contact center operations, three (3) of which must be in a defined leadership role. In lieu of degree, minimum thirteen (13) years progressive experience in an operational environment.

• Familiarity with contact center operations systems, training, practices and procedures preferred.

• Relevant Agile certification (i.e., SAFe certification, Certified Scrum Master (CSM), ACP PMI- Agile Certified Professional) preferred.

• Demonstrated knowledge and experience in the overall health care industry preferred.

• Leadership skills including ability to motivate and recognize staff and role-model appropriate behavior.

• Demonstrated work experience within business operations implementing technology and process improvement solutions across multiple departments and disciplines simultaneously.

• Demonstrated ability to form and foster high performing, cross-functional teams.

• Ability to establish effective relationships with other areas of the corporation, Blues Plans and other external partners.

• Demonstrated conflict resolution skills.

• Creative problem-solving skills.

• Outstanding communication and presentation skills.

• Organizational skills, including the ability to manage personnel across multiple locations.

• Proactive thinker with a demonstrated ability to drive solutions to completion.

• Ability to organize, prioritize and manage multiple initiatives with effective and accurate results.

• Computer proficiency, including intermediate experience in Microsoft Office Suite.

• Additional training in administrative management, supervisory techniques, project management concepts and experience in budget and planning processes preferred.

• Must possess a good working knowledge of contracts, policies and government regulations.

Physical Requirements:

• Ability to complete work in a traditional office environment under fluorescent lighting.

• Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.

• Ability to travel across the Health Plan service region for meetings and/or trainings as needed.

• Ability to work in a home office for continuous periods of time for business continuity.

• Ability to orally communicate.

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The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural, and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.

Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.

OUR COMPANY CULTURE:

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer