Anticipated End Date: 2024-06-28 Position Title: Director I Customer Care Job Description: Director I Customer Care Location: This position will work a hybrid model (remote and office). Ideal candidates will live in the state of Georgia or Idaho within 50 miles of one of our PulsePoint locations. AmeriBen is a proud member of the Elevance Health family of companies. We are a third-party administrator (TPA) of medical benefits, also providing medical management, human resource consulting and retirement benefits administration services. The Director I Customer Care will be responsible for directing an area responsible for providing a broad range of services needed by policy owners/clients and filed force to maintain in-force policies or new business. May include oversight of multiple functions within claims, customer service, enrollment and billing, document management, mail services, appeals, etc. How you will make an impact: Develops/implements complaint resolution procedures and ensures area is staffed and trained to handle inquiries from agents and policy owners Develops short/long-term customer service objectives and continuously monitors procedures to ensure these are met by staff Encourages staff development/training Stays abreast of state/federal regulations Develops and manages the annual operating budget within financial objectives and in a manner which ensures that service and goals are met Hires, trains, coaches, counsels, and evaluates performance of direct reports. Minimum Requirements: Requires a BA/BS degree and a minimum of 7 years leadership experience; or any combination of education and experience which would provide an equivalent background. Preferred Skills, Capabilities, and Experiences: Strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills. Experience in medical management functions strongly preferred. Experienced customer service concierge functions strongly preferred. Job Level: Director Workshift: 1st Shift (United States of America) Job Family: CUS > Service Operations Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health. Who We Are Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. How We Work At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location. The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws. Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance. Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.