Director of Member Experience

Oversees, directs and leads service and support teams devised to support the organizations member experience objectives. This position will support the Deputy Executive Director in implementing organizational plans that touch membership, developing enterprise-wide strategies that improve work efficiency, and manage customer service performance indicators to best support the organizations strategic goals and mission.   

ESSENTIAL DUTIES AND RESPONSIBILITIES may include the following. Other duties may be assigned:

• Directs the performance and operations of service support departments (i.e. Benefits Billing, Benefits Enrollment & Eligibility, Customer Service for our primary and strategic customers). 

• Works closely with other departments to ensure that business processes, workflows, and service engagement reporting to support the organizational standards and goals. 
• Continually evaluates service level standards focused on reducing response times and providing high customer satisfaction.
• Research state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements.
• Develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results.
• Develop and coach staff to achieve performance goals and objectives, to include training and employee development programs.    
• Directs all departmental objectives that promote optimal member experience, to include quality assurance, production standards, and customer service indicators and objectives.  
• Collaborates with the communication director and other departments to ensure cross-functional teams are effectively communicating and achieving member experience objectives. 
• Establishes operational targets, best practices, and training programs that support optimal member experience through service, quality, and efficiency standards.
• Establishes policies and procedures that produce high quality customer service delivery and reflect industry best practices, and optimal member experience.
• Implements systems to capture and report on service metrics, including customer sentiment, engagement measures, and input regarding TXHB product or services.
• Develops and improves policies and procedures to resolve member inquiries regarding healthcare benefits and services provided through TXHB.
• Analyzes the causes of member inquiries and issues to identify areas for service improvements.
• Develops customer service strategies to improve service efficiency and control costs and maintain member experience objectives.
• Monitors legislative and regulatory changes and works with In-House Counsel to ensure compliance.
• Directs the preparation of short term and long-range plans based on objectives and priorities of the board of trustees.
• Maintains a sound plan of organization establishing policies to ensure adequate management development and to provide for capable management succession
• Develops and installs procedures and controls to promote communication and adequate information flow
• Establishes operation policies consistent with the Executive Director’s broad policies and objectives and ensures their execution
• Evaluates the results of overall operations of service and support teams regularly and systematically reporting these results to Executive leadership and Board of Trustees
• Ensures that the responsibilities, authorities, and accountability of all direct reports are defined and understood
• Guides, recommends and directs continual technological advancements
• Monitors and identifies trends in the healthcare marketplace that may impact the Pool in a positive or negative manner
• Conducts counseling/disciplinary actions, employee performance reviews and interviews of potential new hires
• Approves attendance/leave requests and employee time sheets
• Maintains harmony among workers and resolves grievances

KNOWLEDGE/SKILLS/ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Extensive working knowledge of benefit administration, provider (physician, facility and ancillary services) contracting, and sales/marketing techniques

• Familiarity with member engagement tools and technologies.
• Ability to respond to common inquiries or complaints from members, regulatory agencies, or members of the business community
• Working knowledge of service support platforms (CRM, knowledge resource libraries, LMS, telephonic service platforms and integrations that support workforce management, quality assurance and engagement measures)
• Excellent leadership and team management skills.
• Strong working knowledge of contact center operations 
• Ability to develop and execute strategies to enhance member experience.
• Strong communication and interpersonal skills to effectively interact with members and stakeholders.
• Ability to effectively present information to management and the Board of Trustees, public groups, Members, employees of the Pool

• Ability to prioritize own work as well as the work of others and lead staff to understand Management direction
• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents
• Ability to work with mathematical concepts such as probability and statistical inference to develop plans and make decisions
• Ability to identify management training needs and to develop concise and measurable training experiences based on these needs

EDUCATION /EXPERIENCE

Required 

• College Degree required in related field
• 5+ years leadership experience leading others, departments and programs.

• At least 7-10 years of experience in a related field such as member services, customer experience, or employee relations.
• Proven leadership experience, often in a senior role, with a focus on developing and implementing engagement strategies.
• Experience with data analysis and performance metrics to drive improvements.
• Familiarity with member engagement tools and technologies.
• Experience using contact center technological tools such as CRM, Telephonic service platforms, Benefits enrollment system platforms, Artificial Intelligence tools, data analytics tools.

Preferred

• Experience using Salesforce CRM, Genesys Cloud, Benefits enrollment system platforms, Artificial Intelligence tools, Jira, data analytics tools.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to speak/hear clearly to communicate by phone or in person.
• Ability to frequently stand, sit and walk.
• Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Valid Texas driver’s license

Flexible Work Arrangements

☒  100% Remote - onsite as required (MON- FRI)