VP, Customer Care

Job Summary: Provide leadership to the call center functions to support the established corporate goal of growth into multiple Markets and Products. Oversight of all service operations functions to ensure optimal service delivery to the entire customer base in existing and future lines of business, while meeting all internal and regulatory/ compliance goals.

Essential Functions:
•Determine departmental strategies to effectively service customers and providers through the call center
•Perform cost/benefit analyses’ for new technologies
•Seek out new approaches to maximize departmental efficiencies
•Periodically survey providers and customers to evaluate performance and establish base lines.
•Periodically assess departmental performance through various corporate controls.
•Ensure that corporate service level agreements (SLA) are met or exceeded
•Develop and support staff standards to ensure quality encounters with customers and providers
•Monitor all regulatory requirements and oversight of all submissions in existing and future lines of business.
•Evaluate and trend grievance information and training evaluations to strengthen all programs.
•Analyze data and identify trends monthly to ensure company expectations are met
•Identify information system inefficiencies and formulate recommendations.
•Keep abreast of new call center technology and service concepts.
•Oversee preparation of internal budgets variances for the operational Departments.
•Provide assistance in product financial forecasting and analysis to support the business goals.
•Create comprehensive operational reports and present those reports on a weekly, monthly or annual basis, as required.
•Develop and maintain an in-depth knowledge of the company’s business and regulatory environments.
•Consult with applicable regulatory entities and legal counsel as necessary to assure vendor contracts meet all regulatory standards.
•Assist in strategic and business planning.
•Perform any other job related instructions as requested, with reasonable accommodation.

Decision Rights:

o Key decisions include:

o Development of strategy and product model

o Annual operating plan across markets & products

o Hiring of local staff


· Accountable for revenue and membership of all products

· Performance against operational/financial targets

· State and member satisfaction

· Development of products that serve member needs within set cost and quality targets

Cross-functional Interactions:

· Interact heavily with Ohio President, and Market Leaders

· Interact with functional owners of business partner organizations, as necessary

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