Director, Customer Experience & Engagement - 26-77

Customer Experience and Engagement Director

The Customer Experience and Engagement Director is the operational and strategic leader of three areas critical to customer experience and satisfaction: the customer service contact center; member/patient experience and engagement; and member data & IT strategy. The director develops enterprise strategy and initiatives to ensure high performance in customer experience, satisfaction, growth, and retention. He/she leads and manages a high‑performing team focused on outcomes, strong relationships, and efficiency.
DE&I Statement

At PriMed, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are. We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities. We do it because it's right!
ESSENTIAL RESPONSIBILITIES

Responsible for the Contact Center, ensuring excellent service to current and prospective providers, current and prospective members, health plans, employers, brokers, and other external and internal customers.
Ensure high standards of performance across the contact center as a whole and within teams, actively reviewing KPIs, meeting with team members, and revising processes as necessary to achieve and exceed service standards.
Ensure that technology supporting the department meets client needs.
In partnership with Reporting and Advance Analytics, Data Governance/Quality, and Enrollment Services, provide oversight of Member Data Management tools and strategy to ensure member data timeliness, integrity, and accuracy.
Accountable for accurate member data to external and internal partners and required reporting.
Provide leadership and strategic oversight for member and patient experience and engagement.
Evaluate reporting and performance for external measures such as CAHPS scores for Medicare Advantage STAR performance and Integrated Health Association (IHA) patient experience measures.
Evaluate programs to ensure alignment and effectiveness against desired outcomes.
In collaboration with member‑facing cross‑functional teams (such as Quality, Government Programs, Care Management, Authorizations, Marketing) develop standardized and positive member experience related to core MSO functions and outreach including consistent technology, modalities (phone, mail, etc.) and vendors (i.e., language services).
Own decision making for member IT strategy including evaluation of member engagement and data platforms (i.e., Epic, Salesforce) and outreach tools (i.e., Hello World, Cipher Health, RingCentral, MyChart, Cheers, Campaigns).
ADDITIONAL RESPONSIBILITIES

Responsible for owning or contributing to internal and external forums and committees for customer experience and satisfaction performance, including health plan joint operating committees, patient and family advisory council, and physician committees and advisory groups.
Stay current on industry changes and trends related to customer service and experience, including external measurements and benchmarks.
Identify opportunities and areas for improvement in member experience; design and evaluate programs to drive performance in customer experience and engagement.
Develop and adhere to budgets and workforce planning and execution.
Oversee on‑site emergency response–related activities and actively support compliance with corporate safety and wellness initiatives.
Act as senior leader on site for communication of key corporate messages, oversight and management of routine facilities related issues, and guidance related to personnel issues.
Perform other duties as assigned.
SKILLS AND EXPERIENCE REQUIRED

BA/BS degree required.
Minimum of 6‑8 years of related customer experience.
Five years of experience managing and achieving positive results through staff.
Strong understanding of management principles.
Strong communication skills, both verbal and written.

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