This position is responsible for developing our customer care strategy for Magellan Healthcare (MHC). Directs all customer care operations and related functions ensuring all members receive optimal customer experience. Continually looks for strategies to enhance the overall customer experience, including implementing new technologies. Practices cost containment strategies, develops and deploys process and workflow improvements, develops and maintains staff productivity monitoring programs, and maintains profitability and growth, while ensuring compliance with applicable company and regulatory requirements. Assists divisional management with the development, implementation and management of MHC initiatives and strategies. Supports the businesses mission, vision, core values, and customer service philosophy. Adheres to the company compliance program, including following all regulatory and policy requirements.
Bachelors (Required), Masters
License and Certifications - Required
License and Certifications - Preferred
LSSBB -LeanSix SigmaBlack Belt Certification - Enterprise, LSSGB -LeanSix SigmaGreen Belt Certification - Enterprise, PMP - Project Management Professional - Enterprise
Other Job Requirements
15 years of progressive leadership experience in healthcare services operations required.
Demonstrated leadership and management competencies and skills including excellent financial competence, operational excellence, exceptional communication, and customer service skills.
Results and solution oriented with ability to make necessary changes in work processes to meet a changing environment.
Excellent skills for team building, motivating employees, performance management, and decision making.
Ability to work closely, and team effectively and tactfully with internal and external customers, working in a team-oriented framework including support personnel.
Uses complex technology to oversee operations and to identify trends and anomalies in work processes.
Ability to maintain professional demeanor at all times.
Understands healthcare services, financing, and referral relationships.
Working knowledge ofhealthcareregulatory and compliance issues.