20 Director Member Services Jobs in Little Rock, AR
AFMC is Hiring a Remote Director Member Services
SCOPE OF POSITION:
Responsible for research, development, coordination, implementation, operation and monitoring of specific projects, programs and activities related to AFMC’s Member Services department. Answers directly to the assigned Eteam member and is responsible for overseeing that line of services and ensures services are executed according to strategic directives, contract deliverables, personnel capacity, and fiduciary limits. Ensures that AFMC’s mission, vision, and values are upheld by personal example and leadership. A director should model leadership behaviors that exemplify: Honesty, Excellence, Accountability, Respect and Teamwork. Support the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence Accountability, Respect and Teamwork.
ESSENTIAL JOB FUNCTIONS:
- Direct Member Services management activities, set performance expectations and goals, evaluate processes and outcomes and implement improvements to support quality and efficiency.
- Develop and direct training approach to support desired skills acquisition, demonstration of required competencies and provision of excellent customer service through achievement of positive customer and employee satisfaction ratings.
- Ensure successful performance of the telephone triage programs as demonstrated by customer and client satisfaction metrics and feedback, client retention and achievement of productivity and quality standards.
- Lead collaborative processes with other departments to provide procedural, consultative, telephonic and technological support to Member Services.
- Ensure the delivery of appropriate care to assist beneficiaries in appropriate utilization of healthcare services.
- Provide project management to support strategic initiatives, regulatory requirements, and/or customer performance or service requests.
- Oversees the quality and accuracy of department managers and staff’s work product(s) meet performance goals within designated timelines and financial limits.
- Manage and lead processes for the continuous improvement of beneficiary experience.
- Oversee and direct staff by managing the overall assessment, planning, development, implementation, and evaluation of specific projects, programs, and activities as necessary to fulfill contractual or organizational obligations.
- Collaborate with other directors to meet corporate requirements and contractual deliverables.
- Interact frequently with assigned Eteam member to report progress and/or improvements necessary to conduct the assigned work of the department.
- Develop long-term and short-term plans for the Member Services for operations and/or programs such as sustainability, disaster recovery, staffing and inventory.
- Select, direct, coach and evaluate assigned staff.
- Ensure compliance with AFMC policies, contractual obligations, state, local and federal laws and regulations. Maintain current knowledge of corporate contracts within their area of responsibility.
- Track and analyze departmental performance against stated objectives and goals. Take corrective action to guarantee the achievement of objectives within timelines and budget.
- Proactively and continually develop relationships and promote mutually beneficial partnerships with local, state and national entities, clients, key stakeholders, constituents, other healthcare organizations and the community at large. Develop partnerships and serve as liaison with local, state and national entities.
- Attend AFMC Board Meetings or represent the company at external functions upon request.
- Confer with senior management to identify and develop new opportunities for expanding the business.
- Prepare and submit required reports on program progress and performance.
- Prepare annual departmental budget. Monitor and control department expenditures to conform to budgetary requirements.
- Train assigned staff on job specific regulations and contract requirements.
- Meet regularly with assigned staff to communicate pertinent information, needs and requests to other team members as appropriate.
- Oversee the monitoring and management of all revisions to contract deliverables informed by interim outcomes as set forth by contracting party.
- Manage communications, reports and meetings with respective contractors to discuss progress and issues relating to a specific contract(s) and implement solutions to further define and develop the program.
- Follow AFMC, state and federal protocols regarding data confidentiality/security and HIPAA compliance.
- Additional duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to maintain confidentiality.
- Understanding of terminology used within the specific area of responsibility.
- Knowledge of regulations and requirements pertaining to the assigned area of responsibility.
- Time management skills (e.g., meeting deadlines).
- Ability to work collaboratively and independently to achieve stated goals.
- Strong public speaking skills.
- Ability to relate professionally and positively with staff, business partners, customers, constituents, recipients and the public.
- Ability to handle and react calmly under stressful situations.
- Ability to delegate as required.
- Coaching skills.
- Problem solving skills.
- Ability to develop and implement strategic plans.
- Strong negotiation skills.
- Strong communication skills.
- Customer service.
- Flexibility.
- Ability to prioritize.
- Strong organizational skills.
- Attention to detail.
- Creativity.
- Ability to travel including overnight travel.
- Ability to work overtime as needed.
- Regular and punctual attendance required.
Physical and Sensory Requirements (With or Without the Aid of Mechanical Devices):
Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress. Must be capable of performing the essential job functions of this job, with or without reasonable accommodations.
EDUCATION:
Required: Bachelor’s degree in an appropriate related discipline. (1)
Desirable: Master’s degree in an appropriate related discipline.
1 Five (5) years’ work experience in related field may be substituted for the Bachelor’s degree. If work experience is substituted it is in addition to stated work experience requirements.
EXPERIENCE:
Required: Six (6) years professional experience in the related field with management of personnel or programs.
Four (4) years of leadership experience.
Desirable: Experience in a healthcare administration setting.
INTERNET REQUIREMENTS:
Reliable, high-speed wireless internet service (Wi-Fi)
Job Summary
Full Time
Building Construction
$120k-163k (estimate)
04/12/2023
05/27/2024
afmc.ca
FRANCONVILLE, ILE-DE-FRANCE
<25
1943
FRANCOIS MARCHAND
$5M - $10M
Building Construction
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