Company Statement
For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.
Director, Customer Experience & Quality
Summary of Position
• Lead ongoing assessment of customer touchpoints, including target, effectiveness and customer perception of each
touchpoint.
• Collaborate with enterprise‐wide stakeholders to define differentiating customer experience journeys.
• Drive cross‐department root cause analysis of key customer experience abrasion points; oversee definition and execution of
remediation plans.
• Lead the execution of a Quality program across inbound and outbound contact centers and continue to adapt that program
to measure interaction effectiveness, efficiency and experience for our members; directly lead Quality team that will perform
audits and prepare Quality reports.
• Hire, retain and develop talent within the organization and work with senior leadership to define and drive go‐forward
operating model changes based on customer needs and internal capabilities.
• Liaison with senior leadership and provide insights from analysis of Quality audits to enable more effective business decision
making, e.g., product design, network designs, as well as operational improvements
Principal Accountabilities
• Direct Quality team members; define insights needed; work with contact center and Member Hub leadership to
develop remediation plans.
• Define and rollout policies and procedures to staff; direct processes and monitoring needed to ensure that all policies
and procedures are adhered to.
• Hire, retain and develop talent within the organization and work with senior leadership to define and drive go‐forward
operating model changes based on customer needs and internal capabilities
• Lead and drive qualitative and quantitative review of member touchpoints to identify opportunities or pain points that
require remediation or other actions to lessen member impact.
• Responsible to direct analytical resources on performing the needed data mining and insights needed on various
customer journeys.
• Leverage product subject matter expertise, operational knowledge and knowledge of EmblemHealth’s enterprise
technology landscape to drive cross‐departmental solutions and remediation plans to drive member experience
improvements.
• Drive workshops or special sessions to develop remediation plans and recommendations for process improvements,
training guidance, member education, communications etc. based on Quality audits.
• Meet with cross‐enterprise senior leaders to communicate these plans and assign appropriate enterprise ownership.
• Partner with enterprise leadership for bi‐directional sharing of information on ongoing issue resolution and assistance
needed; provide insights for more effective business decision making.
• Perform other tasks and special projects as required or directed.
Education, Training, Licenses, Certifications
• Bachelor’s Degree, preferably in business, healthcare, or social services related field.
Relevant Work Experience, Knowledge, Skills, and Abilities
• 10 – 12+ years of relevant, professional work experience. (R)
• Additional experience/specialized training may be considered in lieu of educational requirements. (R)
• Experience in positions designed to drive member experience and root cause analysis. (R)
• Ability to translate business needs into workplans/technical requirements and communicate them to technical staff. (R)
• 5+ years health care or managed care related experience. (P)
• Excellent leadership skills and the ability to influence line management decisions with data‐driven facts. (R)
• Strong problem solving and analytical skills to be applied to a wide array of business problems and challenges. (R)
• Solid change leadership, facilitation, verbal and written communication, and presentation skills. (R)
• Ability to deal with ambiguity and to interact with all levels of management up to and including executives. (R)
• Self‐starter and independent thinker. (R)
• Strategic and tactical perspective on how to significantly improve operational performance. (R)
• Ability to manage frontline staff on a day‐to‐day basis. (R)
• Proficient with MS Office (Word, Excel, Powerpoint, Teams, Outlook). (R)
• Working knowledge of analysis tools and CRM systems. (P)
Security Disclosure
If you are offered a job from one of the EmblemHealth family of companies that includes ConnectiCare, AdvantageCare Physicians, and WellSpark, the offer confirmation email will come from “HRTalentAcquisition” with the subject line: “Offer of Employment for (job title)” – Please respond online”.
We never ask you to join a Google Hangout, request you to purchase your own equipment or pay to apply. We do not send email from a third-party email service such as Yahoo or Gmail.
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
EEOC Statement
We are committed to leveraging the diverse backgrounds, perspectives, and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy or related condition, marital status, national origin, disability, protected veteran status or any other characteristic protected by law.
Sponsorship Statement
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.