Lead Director, Healthcare Insurance Operations Meritain TPA

• Provides strategic leadership and oversight to ensure exceptional member experiences and satisfaction by developing and implementing service strategies, leading multiple teams and functions, monitoring service quality and performance metrics, resolving escalated customer issues, and collaborating with other departments to enhance the overall member experience
• Develops strategies to optimize service operations, ensuring the efficient and effective delivery of services to meet customer needs and expectations
• Implements industry best practices and proven methodologies to streamline service processes and improve operational efficiency
• Evaluates, selects, and integrates innovative technologies and systems to optimize service operations and enhance customer support efforts
• Manages and allocates resources effectively to ensure that services are delivered efficiently on time, and within budget
• Develops and monitors key performance indicators (KPIs) to measure service performance, ensuring that the services provided meet the established quality standards and customer expectations
• Fosters a customer-centric culture, emphasizing empathy, effective communication, and problem-solving skills in all customer interactions
• Focuses on customer satisfaction and retention by monitoring customer feedback, addressing complaints, and implementing measures to enhance the customer experience
• Communicates strategically with IT and data management teams, leveraging technology and data analytics to optimize service operations, improve efficiency, and enhance customer insights
• Stays updated on industry trends, emerging technologies, and best practices in service operations, incorporating relevant knowledge into operational strategies and driving innovation in service delivery

• Minimum 10 years work experience in healthcare insurance operations and/or customer service providing strong member experiences
• Proven leadership experience managing teams in a complex matrix organization
• Outsource vendor experience a plus
• Ability to inspire, develop, and guide teams toward achieving goals
• Experience tracking key performance indicators (KPIs) and using data to drive results
• Innovative thinker with ability to drive automation, efficiencies, and best practices
• Adept at execution and delivery (planning, delivering, and supporting) skills
• Adept at business intelligence
• Adept at collaboration and teamwork
• Mastery of problem solving and decision-making skills
• Mastery of growth mindset (agility and developing yourself and others) skills

Outsource vendor experience a plus

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility