Supervisor, Customer Experience
Employer Direct healthcare (EDH) is on a mission to transform access to excellent care for the moments that matter most. As the leading provider of surgical benefits for self-insured employers, we bring guided access to high-quality, affordable care for employers, their employees and the family members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.
EDH is the market leader for Independent Centers of Excellence (CoE). We have challenged the status quo in healthcare by bringing top quality surgeons within reach of all. Our surgeon-first model is the largest and most accessible network (3-4x larger than our peers), which has delivered an ROI 3x our peers. We serve hundreds of self-funded plan sponsors across 1000+ employers, representing over 4 million people across the U.S. We've saved our clients over $700 million since we were founded!
Ultimately, the US healthcare system at-large is flawed. Costs continue to rise while life expectancy stagnates. We are moving the needed on this problem by improving surgery outcomes - making people healthier - and lowering healthcare costs at the same time.
About You:
- You have a drive and AMBITION to tackle big problems. Big problems require big ideas and a team that supports new ideas.
- You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
- You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
- A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
- You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
- You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
- INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.
If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.
Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.
Job Overview
The Hub Supervisor is responsible for supporting the Member Services Director with building, developing, and providing leadership for a team of employees who help navigate members through the healthcare system. The team consists of Care Advocates and support staff members. The CES supports the Member Services Director in setting and upholding the tone of the team by creating an environment that fosters confidence in assisting our members and clients while also fulfilling their job responsibilities. A successful CES will facilitate intradepartmental relationships, inspire collaboration, assist with hub member development and training, drive results through data management, and create efficiencies in assisting members and clients.
Responsibilities and Duties
Talent Management
- Support Member Services Director in hiring, developing, and retaining talent
- Provide coaching and development to customer care advocates. Ratio alignments are 1:15
- Model a team-centered culture within the team and reward innovation that improves member and client satisfaction.
- Provides functional guidance, training, and assistance to customer care advocates
- Provide coaching and development to team members
Business Operations
- Utilize data and observations to complete recurring one-on-one feedback templates and deliver feedback to direct team.
- Schedules work to ensure accurate phone coverage, monitors priority of calls and shifts escalated calls to assure resolution to problems.
- Prepares standard reports to track workload, response time and quality of input.
- Assists in planning and implementing department goals and makes recommendations to senior management to improve efficiency and effectiveness
- Consistently monitors and reviews team data to drive member utilization, change management, and member experience
- Delegates and manages success of special project allocation to appropriate team members as determined by business needs
- Supports Member Services Directors with driving defined metrics to achieve client, company, and member experience goals
- Supports Member Services Directors by owning, reporting, tracking, and managing of defined KPI’s
- Partners with various leads in our CX practice leadership team to help design, deliver and drive customer success (L&D, Quality and WFM)
- Communicate information regarding client expectations, business metrics, and member satisfaction
Member Experience
- Responsible for helping our care advocates get answers to questions, resolution to issues and support for initiatives which help improve the member experience journey
- Handle second level member escalations
- Communicate information to team with respect to client expectations
- Identifies and resolves problems to ensure client and member service is maintained at the highest level and communicates noticeable trends to Member Services Director for escalation
- Partners with Member Services Director to ensure effective client implementation and keeping the account management contact aware of issues and trends
Skills and Experience
- Preferred 2 or more years of experience in Healthcare space
- 2-3 years’ experience in Service Center environment: REQUIRED
- Experience utilizing InContact and NICE
- Advance experience utilizing Microsoft application
- Proven ability to deliver results in a service-based healthcare or insurance environment
- Ability to work effectively in a team environment
- Strong written and verbal communication skills
- Strong critical thinking and problem-solving skills
- Motivated team play with a positive attitude and ability to work in fast-paced environment
- Ability to effectively organize work activities to meet deadlines
- Ability to manage up to 15 Customer Care advocates
- Must be comfortable being able to multitask and solve client problems
Key Competencies
- Customer obsessed
- Teamwork
- Leadership
- Adaptability
- Positivity
- Communication skills
- Planning and organization
- Data analysis
Onsite - Dallas, TX
Employer Direct Healthcare does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.