The Director, Member Concierge Services will deliver differentiated member experience by meeting customer needs with expanded service touchpoints through new digital channels, wellness services and high-touch specialized offerings. This role will lead the structured development, implementation and execution of new concierge service offerings, utilizing internal perspectives from Marketing, Enterprise Innovation, and CGSO Strategy as well as industry trends and practices, to expand the service capability set and deliver increased customer value.
This role is critical to delivering innovative and differentiated customer service experiences across a omni- channel solution platform, wellness services and specialized group offerings.
Direct delivery of differentiated service offerings tailored to the vision and directives from Marketing, Enterprise Innovation, and CGSO Strategy
Communicate high-level reports to senior leadership, including status of new concierge services and performance of existing services
Oversee the implementation of new digital service channels to promote omni-channel member experience
Deliver wellness and specialized concierge service offerings to meet member and group expectations while aiming to decrease costs
Partner with Continuous Improvement team to analyze, assess and execute improvement opportunities linked to specialized customer service
Review key execution metrics to determine delivery of concierge services and monitor value achieved
Coordinate and develop partnerships with Network Management and Health Management Operations teams to ensure alignment and (where appropriate) integration of differentiated service offerings in value-based agreements and health management activities
10 years of experience in contact center management, operations and/or customer experience, or
An equivalent combination of education and experience that provides the incumbent with the knowledge, skills, and abilities required
5 years of progressive leadership experience
Experience executing innovative initiatives and projects
Experience in healthcare industry – or other complex financial service environment.
Strong knowledge of call center technologies including self-service, web, chat as well as inbound/outbound telephony.
Experience in leading and implementing project execution.
Experience in leading/facilitating strategic development and execution.
Demonstrated track record of passionate commitment to customer satisfaction and value.
A significant focus and demonstrated track record of strong people leadership and structuring a team based work environment is essential. Leadership experience should extend to large groups of people.
Demonstrated success in coaching, giving constructive feedback and developing employees.
Excellent problem solving and consultative skills; and the ability to proactively identify and resolve issues and opportunities.
Ability to respond to rapidly changing priorities and promote flexibility/change management techniques.
Excellent communication (written and verbal) skills and proven ability to develop and deliver high impact presentations to senior executives
Strong negotiation and influencing skills are essential to engage, lead and direct employees outside own organization
Experience developing, implementing, and monitoring budgets.
It's an exciting time to work at Blue Cross and Blue Shield of North Carolina. Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care ? in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the... health and well-being of North Carolinians.
Our company is a not-for-profit with headquarters in Durham and major operations in Winston-Salem and Fayetteville. In all we employ more than 4,500 North Carolinians and serve more than 3.7 million customers.
Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives.