Director, Insurance Billing - Remote

PRIMARY RESPONSIBILITIES:

• Analyze departmental performance and provide recommendations to leadership in the development, implementation and evaluation of new or existing operations policies, procedures, programs and standards to support company objectives

• Relentlessly pursue continuous improvement, process excellence, and productivity

• Proactively drive and achieve operational performance metrics including consumer satisfaction, NPS, compliance, engagement, payment and other financial objectives.

• Collaborate with business partners to identify and remediate root cause of degradation of performance

• Review forecasts and staffing plans to meet service levels, cost per interaction and Billing related goals

• Maintain and enhance Billing policies and procedures across various functions, including ensuring adherence to policies.

• Lead and manage various initiatives, programs and segments of the Billing function

• Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction

• Communicate department and company goals to create buy-in and foster a sense of purpose

• Represent the Billing organization in cross-functional meetings/projects with Product, Marketing, Sales, Engineering, IT, UX

• Work closely with User Experience teams to ensure exceptional customer experience

• Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues and communicate clearly and logically root cause of issue and resolution

• Inspire and motivate to deliver compassionate, efficient and effective service.

• Foster a culture of coaching, development, and employee engagement that enhances the employee experience while delivering on our operational objectives

• Accountable for delivering efficient, effective and compassionate service to consumers

QUALIFICATIONS:

• Undergraduate degree required, MBA or other higher level degree preferred

• Minimum 5 years in a leadership role

• Experience with contact center management (mid-large size), customer service tools, and highly complex product offerings required

• Leadership experience in a growing environment with continuous …