Director of Customer Services Neighborhood Diabetes
THIS JOB HAS EXPIRED Job Description :
Reporting to the VP/General Manager of Neighborhood Diabetes you will be responsible for the operational excellence of all customer services and contact center functions including reimbursement, reorder and intake. As Director you will lead a staff consisting of approximately 100 + call center staff, ensuring the highest levels of superior customer service, operational metric achievement and satisfaction. You will have a proven track record as an effective and accomplished manager with experience developing customer and/or reimbursement service operations, business process improvements and the streamlining of delivery of products/services. You should possess the ability to champion change strategies and help others embrace and react positively to change. You must have experience establishing business metrics and measurement systems and driving accountability throughout an organization. You must have demonstrated experience inspiring, leading by example, coaching and developing others to achieve individual and organizational goals.
Work in tandem with the VP/GM to formulate strategic plans for functional areas of responsibility.
Ensuring commercial operations resources are aligned and employed to deliver on monthly and quarterly financial goals.
Implement industry best practices, proactively identify opportunities to increase effectiveness and efficiency of operational processes.
Develop and maintain a high-functioning organizational structure that fully supports the needs of the business.
Develop, implement and monitor performance guidelines to assure that superior high quality standards are maintained.
Liaison with Sales team to assure territory and regional needs are met by the appropriate teams. Identify and focus on critical customers/accounts that require additional attention and resources in order to meet established goals.
Develop, implement and evaluate appropriate policies and procedures for contact center operations.
Establish metrics and key performance indicators to measure and monitor staff performance. Identify training needs and development plans.
Lead and develop an environment that promotes and rewards employee achievement and engagement.
Develop and update Contact Center operations policies and procedures, SOP?s, protocols and workflows to reflect the compliance of all appropriate contractual, governmental and regulatory requirements.
Minimum of ten years experience in a medium to large customer service department for a medical device, managed care, pharmaceutical or other similarly regulated industry managing an inbound call center, customer service, billing or reimbursement operation.
Must possess excellent leadership, communication and analytical skills along with strong problem solving and decision making skills.
Understanding of patient access programs including reimbursement, patient assistance, and other related programs as well as focus on payor policy, prior authorization and/or coverage appeals.
Ability to provide leadership and direction in a fast growing/fast changing environment. Experienced manager skilled in interviewing, hiring, motivating and managing staff.
Bachelor?s degree is required, an MBA is highly desired.
||Bedford, MA |
THIS JOB HAS EXPIRED