Director Marketing Call Center Care Delivery Organization

Profile

Description

Director, Marketing Call Center, Care Delivery OrganizationOur inside sales team in our Marketing Call Center often has the first interaction with a prospective patient. As such, this group plays a critical role in establishing a consumer’s first impression of the CDO. This role will have ownership for the long term vision and implementation of the marketing call center for this growing segment, as well as the day to day leadership of the call team. As the business grows, the call center needs to effectively scale in technology, measurement and reporting, staffing, processes, and call management. A critical deliverable is a roadmap to improve existing performance in the near term, and outline longer term phases to meet the growth needs of the centers.

Responsibilities

Reporting into the Associate Vice President for Consumer Engagement and Experience, this leader will partner across the organization to ensure top level team performance now and in the future. While currently focused on activities supporting the sales process, over time this team could also grow to support retention, win-back, or patient engagement activities.

Job responsibilities include:


Understand current and longer term sales, engagement and retention needs of CDO and create roadmap for top performance inclusive of technology, processes, scalable staffing models, and metrics.

Provide leadership and guidance in implementing strategic plans, objectives and budgets.

Propose and meet budgets based on performance metrics; develop scalable funding recommendations.

Assess and recommend appropriate technology solutions; manage implementation and optimization of call center platforms and tools.

Design and implement policies and procedures which drive performance maximization and ensure flawless integration with other business units.

Provide strategic leadership to your call center team to optimize performance along the sales funnel, the consumer experience and operational efficiency.

Develop your team’s sales, technical and business skills as well as how they support CDO’s culture of collaboration, personal accountability, candor and empowerment.

Develop and monitor call center performance reports to ensure compliance with established call center sales and satisfaction performance standards

Utilize rapid cycle process improvement methodology to identify, design, and execute initiatives to improve call center performance and member satisfaction

Develop and maintain strong partnerships with CDO, Telecom, Workforce Management and Market resources

Current team size: 7 telesales associates supporting 50 centers in 8 markets, with anticipation to grow to 65 centers in 11 markets in 2021 and 100 Centers by 2023.

Reports to AVP, Consumer Engagement and Experience of the CDO segment.


Required Qualifications:


Bachelor’s degree in Business, Operations or other related fields / or 10 years Customer Service/Sales Call Center Management experience

Experience defining roadmaps/long term call center solutions, assessing and implementing technology solutions, creating staffing models, leading telesales associates

Ability to lead and manage both Operational personnel and individual contributors in a multi-site environment

Experienced with contemporary measures around the consumer experience such as net promoter score and consumer efforts

Demonstrated capability with coaching and developing associates formally and informally, both local and remote

Experience with prioritizing and balancing multiple responsibilities and projects

Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana

Demonstrated problem solving skills; ability to give direction and make sound business decisions

Comfortable leading and advancing change

Prior demonstrated experience with project management, process improvement or design

Comprehensive knowledge of call center management tools and platforms (e.g., CallRail, CMS, Salesforce) and Microsoft Office applications, including Word, Excel, Project and Visio


Preferred Qualifications


Understanding of CDO and Humana systems, processes, and structure

Understanding of value-based primary care and/or Medicare Advantage

Experience in healthcare operations

Master's degree


Scheduled Weekly Hours

40

About Us

Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.

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