Care Guide Customer Support Director

apree health is hiring a Care Guide Customer Support Director full-time to join our Customer Support team. We seek smart and motivated individuals with experience in the rapidly growing healthcare & technology industry. This job is vital to the success of our products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products. 

apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs.

The Role:

apree health is seeking an experienced, driven, and results-oriented Customer Support leader to join our remarkable Customer Support team in our Sandy, UT office to lead our team of Customer Support Department as the Support Director. The director will report to the AVP of Support and will oversee the work of 90 Care Guide Support Specialists, Supervisors and Operations Managers. The successful candidate will have a depth of experience supporting health plan clients and members and will be responsible for ensuring success of outcomes, results, and client SLAs. This individual will be responsible for strategy, operational oversight, and employee engagement of the Support department. The position will report to the AVP of Support and work in the Sandy, Utah location.

A successful candidate for this role has in-depth contact center leadership experience. The candidate will oversee support for Castlight Health’s applications, 3rd party health plan support, and support of the apree Care Centers. The right candidate will be a strategic and analytical thought leader, who leads through others and thrives in a dynamic and evolving environment.

Responsibilities:

• Oversee member/patient facing operations for the apree support contact center

• Collaborate with the health plan leaders to coordinate care according to health plan’s needs

• Oversee, coordinate, and collaborate with others to hire and train all staff

• Manage to all the SLAs as outlined by apree and the health plans we support

• Hold regular meetings with health plan and internal business partners to review and discuss support results and opportunities

• Proactively identify opportunities for improvement through reporting, analytics and observing the service provided

• Collaborate closely with the Care Center Regional Directors of Operations and Practice Managers to ensure high quality patient service is provided

• Develop and lead managers as they oversee the support team supervisors

• Ensure the contact center meets or exceeds quality goals, CSAT goals, and operational efficiency goals

• Analyze performance metrics to drive continuous improvement and efficacy in member and patient service delivery

• Develop and lead cross-functional initiatives to improve user experience

• Collaborate with internal and external business partners to ensure quality service is delivered

• Handle issue escalations with members, patients, and clients

• Prioritize projects with leadership based on strategic priorities and ensure the completion of projects on an ongoing basis

• Partner with senior management to develop and adapt service models with the growth of the business

• Ensure strict compliance with HIPAA and maintain the highest standards of patient confidentiality and trust

• Be an example in living the apree values and foster an engaging culture that is open, progressive, and supportive, so that Support employees want to work at apree 

• Highly engaged and customer-focused with a strong demonstration of customer service techniques and excellent interpersonal skills 

Qualifications:

• Bachelor’s degree in Business Administration, Healthcare Administration, Management, or a closely related field is required

• Minimum 10 years of management experience working through other leaders

• Minimum of 5 years of customer service management experience within a contact center in the healthcare field, with management experience working with health plans

• Strong proactive work ethic and unwavering commitment to high-quality work

• Excellent interpersonal skills, and exceptional verbal and written communication skills

• Ability to lead through other leaders through collaboration and influence

• Ability to build and motivate leaders and teams

• Ability to collaborate with other leaders effectively, even when objectives are different

• Must have strong organizational skills, attention to detail, and flexibility as well as the ability to work effectively with cross-functional teams

• Experience viewing and manipulating data, experience creating and delivering presentations, and experience writing policy and regular communications to staff

 Travel: Limited travel, less than 25% 

Compensation: $136k-$180k/annual salary & bonus eligible (national average, premium markets may vary)