Vice President Member & Provider ExperienceOregon, Washington, Idaho or Utah
Build a career with purpose. Join our Cause to create a person-focused and economically sustainable health care system.
Who We Are Looking For:
Every day, Cambia's dedicated team of executives are living our mission to make health care easier and lives better. As a member of the Customer Experience and Operations team, our VP of Member and Provider Experience provides leadership and oversight to all commercial member service functions in customer and provider service call centers, - all in service of making our members' health journeys easier.
As a people leader, you are willing to learn and grow, understanding that leadership is a craft that is continuously honed as you support your team and the lives that depend upon us.
Are you passionate about the customer experience? Do you excel at identifying and implementing strategic vision? Then this may be the perfect role for you.
What You Bring to Cambia:
Qualifications:
- Bachelor's degree in business administration or related field
- 10 years of progressively responsible customer service experience, 5 years leading a call center environment and 5 years of management/leadership experience or equivalent combination of education and experience.
Skills and Attributes:
- Demonstrated ability to interact with all levels of the organization in ways that enhance understanding, respect, ethics, cooperation, and innovation and problem solving.
- Knowledge of health insurance industry trends and technology preferred
- Demonstrated ability to lead high performing teams, manage managers, direct vendors, and to organize and support cross functional activities to deliver results in a complex, matrix organizational structure.
- Successful leadership experience with high volume customer contact center, with demonstrated ability to effectively manage performance while creating an environment for service excellence.
- Demonstrated excellent judgement, problem solving, analytical and cognitive, verbal and written communication and presentation skills including the ability to resolve issues and build consensus among groups of diverse stakeholders.
- Experience in planning/developing migration strategies to business processes that support a consumer-centric approach. Proven business acumen including understanding of market dynamics, financial/budget management, data analysis and decision making.
- Ability to identify key business issues and new business opportunities, create business strategies and plans, and drive results across internal teams and/or external partners.
- Consumer focused, dedicated to understanding and meeting customer needs, both inside and outside the organization.
What You Will Do at Cambia:
- Leads plans, develops and directs the activities for member service activities.
- Provides oversight for the activities performed by service management to assure performance goals are met including productivity, accuracy, timeliness and quality of service to our members and business partners.
- Champions opportunities for increased productivity, accuracy and customer satisfaction.
- Works cooperatively with other executives and management teams throughout Cambia, including Sales, Marketing, Claims, Membership, Medical and Provider Services.
- Collaborates with service operations in staff forecasting activities, so that adequate staffing can be acquired and trained to meet the expectations of members, employers and internal partners.
- Works with service operations to implement the use of flexible state-of-the-art technologies to improve the efficiency and effectiveness of member services.
- Assists in the strategic planning and development of the service function throughout Cambia, working jointly with executives and local management teams at Affiliates to coordinate local issues.
- Acts as a member of the Service Leadership Team to develop and implement the service vision across Cambia.
- Provides ongoing leadership to employees by facilitating and making timely decisions, providing effective communication, recognition and development and by helping motivate leadership throughout Service.
- Participates in organization talent management and succession planning.
- Oversees employee selection criteria and implementation of tools necessary to exceed the expectation of our members.
- Provides input to major corporate operating decisions and policies, concentrating on their impact upon the effective leadership of service.
- Provides leadership in developing, implementing, and communicating short and long-range strategic plans, goals, and objectives for customer service teams.
- Aligns team goals with the organization's vision and strategy.
- Determines appropriate staffing levels and resource needs, creates and manages department and/or project budget, allocates resources, and approves expenditures.
- Champions complex, cross-organization initiatives related to improving our performance, customer service outcomes or service offered.
- Collaborates with internal/external stakeholders to identify issues, develop solutions, and drive results.
- You bring unique value to our community of 200 leaders running our company. By actively engaging with your peers and inspiring your teams, you play an essential role in making health care easier and lives better.
- As a member of our strong leadership community, you will provide direction to your team, engage them towards common goals and create a positive experience that helps people flourish.
The expected hiring range for a Vice President, Member & Provider experience is $192,950-261,050 annually depending on skills, experience, education, and training; relevant licensure / certifications; and performance history. The bonus target for this position is 30%. The current full salary range for this role is $181,00-296,000 annually.
