Director of Urgent Care leading innovation in urgent care centers for Western Health in Bacchus Marsh. Responsible for guiding a team to enhance healthcare delivery in the community.
About the role
- Director of Member Services leading the entire Member Services Department at a personalized health platform. Focusing on customer satisfaction and operational improvements for member services.
Responsibilities
- Develop and execute customer service strategy aligned with overall business objectives, focusing on enhancing satisfaction, streamlining processes, and driving operational efficiency
- Champion customer-focused mindset throughout the organization while fostering positive, collaborative team culture focused on achieving performance goals and delivering outstanding service
- Mentor and coach associates to build capabilities, improve performance, and create pathways for professional growth within the department
- Partner with marketing, implementation, and product development to ensure cohesive, consistent customer experience across all touchpoints
- Monitor key performance indicators (KPIs), identify improvement areas, and use data-driven insights to inform strategic decisions and operational changes
- Identify and execute process enhancements that increase efficiency and effectiveness of customer service operations
- Assess and implement technology solutions that enhance customer service capabilities and improve member experience
- Maintain adherence to relevant regulations and standards while regularly reviewing and updating customer service procedures and policies
- Monitor industry trends and best practices in customer service to keep operations competitive and innovative
Requirements
- Bachelor's degree
- 8-10 years professional experience in customer service or related leadership roles
- Support leadership experience within TPA (Third Party Administrator) organization preferred
- Strong track record leading and managing third-party teams
- Experience with customer service software and technologies
- Analytical capabilities with ability to use data to drive decision-making
- Proficiency monitoring and interpreting KPIs and performance metrics
Benefits
- Competitive base salary and benefits effective day one
- Comprehensive medical and dental through our own health solutions (yes, we use what we build)
- Unlimited PTO—rest and recharge time is non-negotiable
- Mental health support, retirement planning, and financial protection
- Professional development with clear career progression and learning budgets
- Mission-driven culture where diverse perspectives drive real impact on people's health
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