Member Experience Manager

Description

The Opportunity

HealthEZ is seeking a passionate and results-driven Member Experience Manager to lead our contact center team in delivering exceptional service to our clients’ members and their providers. This role is pivotal in coaching and developing Member Experience Representatives to meet and exceed performance and quality standards. The ideal candidate is energetic, empathetic, and thrives in a fast-paced, mission-driven environment. Strong attention to detail, outstanding communication skills, and a commitment to continuous improvement are essential for success in this role at our growing organization. This role will report into the Member Experience Director and will be in office, our headquarters, located in West Bloomington with hybrid consideration after 90-day onboarding has been successfully completed. Our call center operates Monday through Friday 7:00am CT to 7:00pm CT. 

What you'll do

• Team Leadership and Development:
  • Lead, coach, and mentor Member Experience Representatives to achieve individual and team goals.
  • Monitor performance, quality, and attendance; implement and track performance improvement plans as needed.
  • Guide team members in setting goals, identifying development opportunities, and tracking progress.
  • Conduct regular performance reviews and provide actionable feedback.
  • Analyze KPI metrics and take corrective action to ensure targets are met.
  • Foster a collaborative, inclusive, and high-performing team culture.
  • Actively participate in the recruiting, onboarding, and training of new team members.
  • Assess training needs and develop strategies to enhance team capabilities.
  • Manage and coordinate regular team meetings and engagement events.

• Customer Experience
  • Ensure all member and provider interactions are handled with empathy, professionalism, and accuracy.
  • Resolve escalated issues promptly and effectively.
  • Partner with cross-functional teams to address and resolve systemic service challenges.

• Compliance and Quality Assurance
  • Ensure strict adherence to HIPAA and other regulatory and compliance requirements.
  • Maintain high standards of data privacy, documentation, and service quality.
  • Perform quality reviews of team training and resources, member-facing websites, and other member and client facing materials.

• Operational Management
  • Oversee daily contact center operations including staffing, scheduling, and workflow optimization.
  • Create and manage Member Experience Representative schedules; collaborate with leadership on contact volume forecasting.
  • Lead initiatives to reduce inbound contact volumes through process improvements and member education.
  • Operationalize and enforce department policies and Standard Operating Procedures (SOPs).

• Technology and Reporting
  • Leverage contact center software and CRM tools to monitor performance and member interactions.
  • Analyze data to identify trends, opportunities, and areas for improvement.
  • Recommend and implement technology enhancements to improve service delivery.
  • Manage user access and licenses for contact center systems including telephony, IVA, and website platforms.
  • Maintain contact center infrastructure including phone lines, scripts, queues, and reporting tools.
  • Serve as the primary liaison with contact center technology vendors.

• Perform additional responsibilities as assigned to support departmental and organizational goals.

Qualifications

Qualifications:

• Bachelor’s degree or associate degree with 3 years of applicable experience.
• Minimum of 5 years of contact center management experience, preferably in health insurance or healthcare.
• Proven leadership and team development skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in contact center technologies, CRM systems, Microsoft Office Suite, and data analytics.
• Strong critical thinking and decision-making capabilities.
• Experience in workforce management and forecasting is highly preferred.

We make healthcare EZ!

Additional Opportunity Details:

Target Base Compensation Range for this role is $75,000-$90,000*

* Factors that may be used to determine your actual salary include your job specific skills, education, training, job location, number of years of experience related to this role and comparison to other employees already in this role.

Employee benefits are part of the competitive total rewards package that HealthEZ provides to you. Our comprehensive benefits program includes health benefits, retirement plan (401k), paid time away, paid leaves (including paid parental leave) and more.

HealthEZ recognizes its responsibilities under federal, state, and local laws requiring non-discriminatory employment practices. All employment decisions, practices and procedures will be carried out without regard to race, color, creed, religion, sex (including pregnancy), sexual orientation, national origin or ancestry, age, marital status, disability, family status, status with regard to public assistance, or any other characteristic protected under applicable local, state, and federal laws.

HealthEZ is proud to be an equal opportunity employer.

Salary : $75,000 - $90,000