Vice President – Member Services
| Company | SmithRx |
|---|---|
| Location | Plano, TX, USA, Lehi, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Expert or higher |
Requirements
- Bachelor’s Degree in Business, Healthcare, or a related field required
- Healthcare experience highly desired
- Extensive senior leadership experience (15+ years) in member/customer experience, operational and support roles
- P&L responsibility experience
- In-house and out-sourced customer service operations experience; quality and training, escalations, workforce management, technical product issue resolution
- In-depth working knowledge of the healthcare ecosystem, operations, and departments, with a strong emphasis on and understanding of financial management, strategic planning, member experience, quality assessment and improvement, risk management, and human resource management
- Ability to work independently as well as part of an extended, remote, cross-functional team
- Conflict resolution skills
- Empathetic communicator with a consultative approach, able to see things from other person’s point of view
- Robust analytical skills; advanced skills in Microsoft Excel
- Experience with Excel and data analysis
- Exceptional communication skills, including experience presenting at the C-suite level
- A self-starter mentality: the ability to make informed decisions, find creative approaches to difficult challenges, and deliver on commitments
- Execution-focused ethos – you are a solutions-oriented problem solver and efficiency-driven
- Flexible, adaptable, and able to respond under the pressure of a fast-paced technology company
Responsibilities
- Develop and implement a Member Services strategy that effectively addresses member needs, creates an exceptional member experience, and drives customer advocacy
- Drive operational excellence and deliver higher quality outcomes more consistently for our members with greater efficiency and scalability
- Drive automation, efficiency, and scalability to improve access to and quality of support across our member base
- Track and report on key team metrics to support executive decision-making
- Evolve and manage the Member Support, Connect, and Clinical Review functions
- Attract and manage best-in-industry talent, fostering collaboration across the team, identifying development and learning opportunities, and coaching leaders within your to uncover their highest potential
- Accountable for member/customer satisfaction
- Support and attend client-facing meetings as a SME
- Develop strong internal relationships with executive leadership, key stakeholders, and peers in other functions to resolve cross-functional issues resolution
- Collaborate with the sales to provide information in support of RFP documents
- Identify and execute process improvements on an ongoing basis with a focus on improving member experience, employee satisfaction, and retention
- Identify, evaluate, and implement technology tools and resources
- Budget responsibility, including forecasting and managing staffing, including but not limited to interviewing, hiring, training, and retention
- Cultivate a customer-centric culture where team members feel connected to our members and understand their role in providing an excellent member experience
- Work closely with our R & D team to provide feedback and insights to improve product strategy
- Collaborate with Marketing to celebrate members’ success through advocacy and cross-customer interactions
- Some travel may be required
Preferred Qualifications
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No preferred qualifications provided.