Supervisor, Customer Retention & Loyalty

Customer Service Manager

Drive a team of navigators who are responsible for providing a superior member experience. Ensure that the team executes on all elements required to maximize member satisfaction, with a focus on increasing retention, and coordinating member needs from areas such as Quality and Care Management; member needs include closing care gaps, getting HRAs completed, enrolling in care management programs and improving overall satisfaction with EmblemHealth. Collaborate with Supervisors & Managers across the organization to enable effective Member HUB operations. Responsible to ensure the team's performance is optimized for measured business performance based on program success metrics such as care gaps closed, Care Management program enrollments etc. Coordinate with Workforce Management to maintain schedules and staffing ratios and balance against outreach needs; ensure compliance with policy and procedures; manage performance of Member HUB Navigators; ensure high level intake of outreach needs and prioritize/delegate as needed. Drive continuous improvement efforts including the development of insights and further actions to improve member experience, satisfaction, and retention. Manage Campaign intake, lead record assignments and prioritization of work to ensure successful campaign outcome.

Responsible for daily management of all aspects of Member HUB Navigator's work including live guidance as needed for calls, and ongoing mentoring / coaching activities. Manage the Member HUB Navigators to prioritize their workloads and projects that are aligned with strategic objectives and established KPIs. Provide daily oversight of staff including leveraging a qualitative and quantitative approach towards coaching and mentoring, handling escalated calls and answering key questions from staff. Responsible for effectively communicating policies and procedures to staff; ensure that all policies and procedures are adhered to, and that the needs of members and prospective members are appropriately addressed. Campaign Management oversight: conduct review and intake of outreach needs; prioritize, assign, and report on outreach. Responsible for analyzing and synthesizing data such as operational measures including after call survey results and call sentiment scores, efficacy of outreach based on established KPIs and agent performance, into meaningful insights. Develop recommendations for process improvements, training guidance, member education, communications etc. Partner with enterprise teams for bi-directional sharing of information on ongoing outreach and discuss upcoming needs / calibration of outreach; work closely with Care Management, Quality, Sales, Marketing, and other enterprise staff to optimize member experience. Other tasks and special projects as required or directed.

4 6+ years' relevant, professional work experience. Experience in positions designed to drive member experience and root cause analysis. Bachelor's Degree, preferably in business, healthcare, or social services related field. Additional experience/specialized training may be considered in lieu of educational requirements. 3+ years' supervisory experience. 2+ years' health care or managed care related experience. Excellent leadership skills and the ability to influence line management decisions with data driven facts. Strong problem solving and analytical skills to be applied to a wide array of business problems and challenges. Solid change leadership, facilitation, oral and written communication, and presentation skills. Ability to deal with ambiguity and to interact with all levels of management. Self-starter and independent thinker. Strategic and tactical perspective on how to significantly improve operational performance. Ability to manage frontline staff on a day-to-day basis. Highly proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, etc.). Working knowledge of analysis tools and CRM systems.