Senior Vice President of National Customer Service Experience in Boston, MA at Beacon Health Options

Date Posted: 6/5/2018

Job Snapshot

Job Description

General Summary    

The Senior Vice President of National Customer Service Experience is responsible for the overarching customer service strategy, operations, development, and execution of all call center operations nationally. Additionally responsible for work force management and the management of the after- hours clinical referral line and central night service, and EDI help desk. The position is accountable for assuring the meeting of all Performance Guarantees’ and Service Level Agreements and assuring customer satisfaction.  This role is responsible for creating the vision and strategy for the Beacon call centers and Beacon after hour’s clinical programs and the overall Beacon customer experience.

Reporting directly to the Chief Operating Officer this position will be directly responsible for multiple VP’s and AVP’s of the following verticals; all call centers nationally, workforce management, central night service and central referral service, and EDI helpdesk.

The Senior Vice President will also work closely with peers across all functions to drive opportunities for growth and improvements in operational processes. Responsible to effectively leverage technology and business resources to achieve organization objectives and all customer contact initiatives.

Duties and Responsibilities

  • Responsible to develop a department that’s is viewed by business colleagues and customers as valued and knowledgeable partners who excel at anticipating and responding to the varied needs of our health plan customers and members.
  • Responsible to set and drive the overall customer experience.
  • Responsible for operating budget of approximately  24 million and 500 FTE’s
  • This team will manage the EDI helpdesk, workforce management, call center quality, and 24/7 inbound phone coverage.
  • Meet regularly with direct reports in one on ones and in regular staff meetings.
  • Provide leadership through the setting of department vision and strategy.
  • Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; managing process improvements, ensuring adequate business continuity coverage and quality assurance programs.
  • Responsible for compliance with all contractual obligations and service level agreements.
  • Ensure effective achievement of performance metrics including quality targets and productivity goals.
  • Work with department leadership to analyze operations of the call center and implement efficiency improvements.
  • Implement and review policies and operating structures of the call centers to achieve our 24 million dollars, and approximately 500 FTE’s objectives.
  • Lead strategies to enhance electronic transactions with internal and external customers to reduce manual work.
  • Develop financial goal setting and set budget targets within each department.
  • Present to customers, auditors, and other stake holders.
  • Other duties as assigned

Minimum Entry Level Qualifications

  • Master’s degree or higher preferred
  • Demonstrated 10 years of experience at executive levels within Health care at an operational level.
  • Excellent written, oral, and presentation skills
  • Travel to sites is required
  • Effective leadership and analytical skills including working knowledge of budgets, staffing models, scheduling, and telecom opportunities.
  • Exceptional ability to develop and manage results-oriented recruiting and training programs
  • Strong mentoring and relationship building skills with ability to effectively manage large groups
  • Computer Skills: Microsoft Outlook and Word with Excel skills
  • Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change
  • Excellent communication and leadership skills to lead and motivate a growing and changing service operation The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.


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Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled