Drive Service Success: Join Liberty Dental Plan as Member Services Director!

Position Overview:

The Director of Member Services will have overall strategic and operational responsibility for Member Services. Position gives direction and leadership toward the achievement of the organization’s philosophy, mission, strategy and its goals and objectives. Responsible for managing daily activities of Member Services while ensuring the highest level of customer satisfaction, accuracy and compliance with all reporting benchmarks. Also oversees long-term planning, technology strategies and continuous improvement of operational efficiencies. Keeps current on State and Federal regulatory issues and industry activities and trends and is responsible for regulatory reporting. Diligently works to foster a positive and cohesive work environment, while ensuring exemplary service is provided to all customers.

Job Summary Details: 

• Develop departmental strategies to ensure call center is operating at maximum efficiencies and is meeting all corporate and department goals and objectives.
• Elevates the department to provide superior service to all internal and external customers.
• Identify and pursue process improvements, quality auditing measures and system enhancements.
• Establishes, maintains, and monitors production and accuracy goals for each job function.
• Ensure appropriate and timely responses to complaints, audits and inquiries including those that require management’s attention.
• Responsible for guiding complaint resolution to ensure proper and satisfactory resolution is obtained on complex inquiries.
• Ensure communication at all levels regarding new clients, plan designs, processes, policies, systems/enhancements, etc.
• Analyze call center data to prepare operation, productivity, and forecasting reports.
• Works with support teams to update training efforts for call center including curriculum, scheduling, and assessments.
• Develop and maintain desktop policies and procedures.
• Participate in client and regulatory audits. Communicates directly with the clients as needed to support account management team.
• Provide onsite leadership support as needed.
• Assist with other duties as assigned or determined appropriate.
• Safeguard and secure any and all PHI from misuse in strict accordance with LIBERTY’s Information Security Policies and Procedures.
• Follow safety guidelines outlined by LIBERTY Dental Plan’s Illness and Injury Prevention Program (IIPP).
• Maintain a safe and productive working environment following established protocols.
• Perform other duties as assigned.
• Develop departmental strategies to ensure call center is operating at maximum efficiencies and is meeting all corporate and department goals and objectives.
• Elevates the department to provide superior service to all internal and external customers.
• Identify and pursue process improvements, quality auditing measures and system enhancements.
• Establishes, maintains, and monitors production and accuracy goals for each job function.
• Ensure appropriate and timely responses to complaints, audits and inquiries including those that require management’s attention.
• Responsible for guiding complaint resolution to ensure proper and satisfactory resolution is obtained on complex inquiries.
• Ensure communication at all levels regarding new clients, plan designs, processes, policies, systems/enhancements, etc.
• Analyze call center data to prepare operation, productivity, and forecasting reports.
• Works with support teams to update training efforts for call center including curriculum, scheduling, and assessments.
• Develop and maintain desktop policies and procedures.
• Participate in client and regulatory audits. Communicates directly with the clients as needed to support account management team.
• Provide onsite leadership support as needed.
• Assist with other duties as assigned or determined appropriate.
• Safeguard and secure any and all PHI from misuse in strict accordance with LIBERTY’s Information Security Policies and Procedures.
• Follow safety guidelines outlined by LIBERTY Dental Plan’s Illness and Injury Prevention Program (IIPP).
• Maintain a safe and productive working environment following established protocols.
• Perform other duties as assigned.

Education/Experience:

• Bachelor’s Degree (BA/BS) preferred, or equivalent combination of education and relevant work experience.

Years of Experience:

• Minimum 10 years in a high-volume call center, including prior experience in the dental and health insurance industry.
• Minimum 5 years of Progressive management experience with demonstrated ability to lead and develop high-performing teams.

Specific Skills/Knowledge:

• Extensive knowledge of call center operations and call center operations tools, management of up to 100 employees in virtual environment.
• Ability to perform statistical analysis and evaluate operational metrics.
• Accomplished leadership in call center and operations environment.
• Proficient in Microsoft applications such as: Word, Excel, Outlook and PowerPoint.
• Excellent decision making and analytical skills. 
• Excellent verbal and written communication skills.
• Ability to manage multiple projects, previous demonstrated improvements in an operations environment.
• Ability to foster a team environment and motivate staff to achieve success.
• Capable of meeting deadlines and adjusting priorities.
• Ability to author comprehensive documents and reports.
• Ability to develop and maintain collaborative working relationships internally and externally.
• Six Sigma experience preferred.

Location: 

Our employees are distributed in office locations in multiple markets across the United States. We are unable to hire or allow employees to work outside of the United States.

WHAT LIBERTY OFFERS

Happy, healthy employees enhance our ability to assist our members and contribute more actively to their society. That’s why LIBERTY offers competitive and attractive benefit packages for their employees. We strive to care for employees in positive ways that promotes wellness and productive employees.

Our first-class benefit package supports our employees and their dependents with:

• Competitive pay structure and saving options that help you reach your financial goals.
• Excellent 401k retirement benefits available which includes employer match and ability to save via a Roth IRA, plus immediate vesting during Safe Harbor period and professional financial advice through Financial Engines!
• Medical insurance offered with low-cost premium for employee only coverage and LIBERTY subsidizes 50% of dependent coverage for eligible enrolled dependents.
• 100% employer paid dental coverage for employees and eligible dependents.
• 100% employer paid vision coverage for employee only coverage, low-cost premium for dependents!
• Company paid basic life and AD&D coverage; options to elect additional supplemental coverage.
• Long Term Disability coverage.
• Expansive wellness program including companywide Get Active challenges and Burn-A-Long with option for gym discounts.
• Employee Assistance Program.
• Generous vacation and sick leave with the ability to roll time over.
• 11 paid company holidays.
• Tuition Reimbursement.
• Remote or Hybrid options for various positions.
• And so much more...

Compensation:

In the spirit of pay transparency, we are excited to share the base salary for this position is $99,306 - $129,098, exclusive of fringe benefits or potential bonuses. If you are hired at LIBERTY, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any, final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth.

LIBERTY Dental Plan commits to maintaining a work environment that acknowledges all individuals within the workplace and will continue to engage in practices that are inclusive of all backgrounds, experiences, and perspectives. We strive to have every person within the organization have a sense of belonging while encouraging individuals to unleash their full potential. LIBERTY will leverage diverse perspectives in building high performance teams and organizational culture. 

LIBERTYDental Plan will continue to strengthen and develop external partnerships by providing equitable health care access and improving population health in the communities we serve. 

We comply with all applicable laws and regulations on non-discrimination in employment, recruitment, promotions, and transfers, as well as work authorization and employment eligibility verification requirements.

Sponsorship and Relocation Specifications:

LIBERTY Dental Plan is an Equal Opportunity Employer / VETS / Disabled.

No relocation assistance or sponsorship available at this time.