Job Information
CareOregon Customer Experience Operations Manager in Portland, Oregon
Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.
Job Title
Customer Experience Operations Manager
Exemption Status
Exempt
Management Level
Manager
Direct Reports
Customer Service Supervisors
Manager Title
Director, Customer Experience
Department
Customer Experience
Requisition
24642
Pay & Benefits
Estimated hiring range $88,430 - $108,080 / year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits
Posting Notes
This is a fully remote position, but you must reside in one of the listed 9 states.
Job Summary
The Customer Experience Operations Manager is responsible for the implementation and management of customer experience and service operations. This role includes contact center and customer experience strategic oversight to meet measurable goals that support the administration of CareOregon’s Customer Experience operations. In partnership with other Customer Experience Operations Managers, this position manages assigned Customer Service teams, and is responsible for maintaining effective relations with CareOregon’s Medicaid membership, Medicare membership, and Provider Network, while enhancing customer satisfaction and access to care. In collaboration with Customer Experience Leadership, the position ensures service levels, quality targets, and compliance with state and federal requirements are achieved. This includes seeking ways to improve the customer experience and contact center operations by developing solutions to problems, enhancing technology solutions, building policies and procedures, and developing teams for exceptional care and service.
Essential Responsibilities
Leads daily oversight and management of assigned Customer Experience operations teams including maintaining oversight of operational activities that impact customer experience and analyzing available customer data to understand the customer experience and identify areas for improvement.
Develops and mentors the Customer Service team to ensure customers receive exceptional care and service including clear, concise, and accurate information about CareOregon benefits, systems, and processes.
Acts as key contact, liaison, and relationship owner with the CareOregon Line of Business leaders as well as other cross-functional leader in the Organization.
Collaborates with internal departments in short- and long-term planning activities to ensure progressive and effective operations of the assigned Line of Business or supported internal departments.
Ensures CareOregon complies with all contractual and regulatory requirements for the Contact Center operations.
Collaborates with appropriate internal teams to analyze and communicate new statutes and regulations that have operational impact to the various Customer Service teams and ensure proper implementation.
Oversees operational activities that impact customer experience, including the development and achievement of performance metrics and standards.
Provides critical support to the development and execution of the organization’s member retention strategy and tactics, provider network growth opportunities, and ensure the day-to-day execution of member and provider satisfaction initiatives.
Working with key partners, supports and ensures success of member and provider engagement initiatives such as health risk assessments, incentive programs, and quality surveys.
Develops effective and up-to-date policy and procedures related to Customer Service and First Call Resolution.
Ensures Customer Service team is educated, informed and supporting CareOregon initiatives.
Optimize system workflows.
Identifies and launches new support channel technology for provider and member customers and the Customer Service support teams.
Identifies operational accountability for cross functional process improvement opportunities.
Instills work culture of continuous process improvement, engagement, innovation, and quality.
Employee Supervision
Directs team(s) and establishes team direction and goals in alignment with the organizational mission, vision, and values.
Identifies work and staffing models; recruits, hires, and oversees a team to meet work needs, using an equity, diversity, and inclusion lens.
Identifies department priorities; ensures employees have information and resources to meet job expectations.
Leads the development, communication, and oversight of team and individual goals; ensures goals, expectations, and standards are clearly understood by staff.
Manages, coaches, motivates, and guides employees; promotes employee development.
Incorporates guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, budgeting, resource allocation, and decision making.
Ensures team adheres to department and organizational standards, policies, and procedures.
Evaluates employee performance and provides regular feedback to support success; recognizes strong performance and addresses performance gaps and accountability (corrective action).
Performs supervisory tasks in collaboration with Human Resources as needed.
Organizational Responsibilities
Performs work in alignment with the organization’s mission, vision and values.
Supports the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
Strives to meet annual business goals in support of the organization’s strategic goals.
Adheres to the organization’s policies, procedures and other relevant compliance needs.
Performs other duties as needed.
Experience and/or Education
Required
Minimum 4 years’ experience in insurance or health care customer service operations, managed care operations, medical clinic operations or related work in a health care organization
Preferred
Minimum 2 years’ experience in a supervisory position or minimum 1 year experience in a supervisory position with completion of CareOregon’s Aspiring Leaders Program
Minimum 3 years’ experience supervising staff in a contact center environment
Knowledge, Skills and Abilities Required
Knowledge
Understanding of contact center operations and performance improvement
Strong understanding of customer service functions
Understanding of managed care and publicly financed health care stewardship principles
Skills and Abilities
Ability to effectively convey organizational mission, vision, and goals ensuring integration into strategic plans and initiatives
Ability to drive high profile customer service solutions for all lines of business while leading cross-functional teams in a fast-paced environment
Ability to work independently, organize, prioritize and manage multiple concurrent projects
Ability to work well under pressure in a complex and rapidly changing environment
Strong statistical and data analysis skills
Strong computer skills including word processing, spreadsheet and database
Excellent leadership abilities including team building, staff development, and mentoring skills
Demonstrated strength in verbal and written communications and meeting facilitation
Excellent interpersonal and customer relations skills with ability to work with senior leadership
Collaborative management style that facilitates working with leaders at all levels of the organization
Excellent people leadership skills, including the ability to develop and lead high performing teams, including hiring, goal setting, coaching, performance management, and development
Skilled in how to confidently diffuse difficult situations and expertly resolve high exposure complaints
Ability to think beyond the assigned team, think strategically and contribute to making CareOregon holistically better (active engagement in EDI efforts, culture initiatives, facilitating training, leading roundtables, etc.)
Ability to effectively collaborate and accomplish goals with coworkers and external partners
Ability to solve problems together effectively with diverse individuals and groups
Strong negotiation and consensus-building skills
Excellent customer service and interpersonal skills
Excellent written and verbal communication skills
Ability to understand and interpret contractual language
Strong detail orientation skills
Ability to take initiative and maintain self-motivation
Ability to work effectively with diverse individuals and groups
Ability to learn, focus, understand, and evaluate information and determine appropriate actions
Ability to accept direction and feedback, as well as tolerate and manage stress
Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day
Ability to hear and speak clearly for at least 3-6 hours/day
Working Conditions
Work Environment(s): ☒ Indoor/Office ☐ Community ☐ Facilities/Security ☐ Outdoor Exposure
Member/Patient Facing: ☒ No ☐ Telephonic ☐ In Person
Hazards: May include, but not limited to, physical and ergonomic hazards.Equipment: General office equipment
Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.
Work Location : Work from home
#MULTI
Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.
Veterans are strongly encouraged to apply.
We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.
Visa sponsorship is not available at this time.