[Hiring] Director, Member Experience @VIVIO Health

You want to change the healthcare experience for the better and you know how to scale a performing call center! 

As an effective Director for VIVIO’s Member Experience team, you have scaled a call center to 2, 3 or 5x its previous size. You will be versed in contact center operations, staffing models and people management, telephony systems, quality assurance and initial and ongoing training and coaching. You are comfortable learning current processes and are persistent about finding a better way. You will have 7+ years in a call center environment as both a rep and a leader and growing high-touch, relationship-based centers. You know how to blend the efficiency from a transactional center and the personal touch required from a relationship-based brand. 

Micromanagement is not our style. We are only interested in team members that are reliable and committed. If you are a problem solver, enjoy thinking creatively about new challenges, and are looking for the next challenge, you would love being on this team. 

Who You’ll Be Working With: 

This role is multi-disciplinary and involves leading our teams who engage with VIVIO members and the doctors and staff who care for them.  

What You’ll Do: 

• Lead our virtual member service team. 
• Develop a comprehensive, high-touch customer experience based on respect, transparency, and genuine desire to provide each member with an outstanding experience. 
• Provide effective leadership to the staff to create a highly engaged, high-performance team. 
• Excellent conflict management skills for the purpose of resolving escalated employee and member complaint issues. 
• Proactively communicate and promote the service of this group to ensure alignment with other functions to eliminate duplication of effort. 
• Identify gaps or inconsistencies in the member journey and actively work to improve continuously. 
• Prioritize work, allocate resources, remove roadblocks & escalate as necessary to meet SLAs. 
• Be a tinkerer and highly inquisitive; Act as the bridge between people, processes and technology. 
• Strong ability to manage change. 
• Expand on current QA function to integrate it with rep-level coaching and team-level ongoing training. 
• Maximize the current telephone and IVR system, Amazon Connect, ensuring we utilize everything the platform offers and plan our expansion in outbound dialers, workforce management and omni-channel inquiry capabilities. 
• Recruit, manage, coach and mentor all direct reports. 
• Lead and model with excellence wherever needed for our concierge team members. 
• Ability to interface with our corporate clients 
• Demonstrated positive, mentoring style of leadership. Excellent motivational skills. 
• Demonstrated change management aptitude and ability. Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes. 
• Ability to think strategically and identify critical success factors when developing strategy and plans for assigned areas of responsibility. 
• Proven ability to effectively work with a diverse group of senior management, employees, vendors, and customers. 

The Experience You’ll Need (Required): 

• 7+ years of business experience including at least 4 years as a contact center leader. 
• Hands-on experience understanding current center processes and evolving them for the betterment of the members and the representatives. 
• Assess and validate or evolve established call center metrics and tie them to company performance. 
• Experience creating rep onboarding training and ongoing skills development. 
• Experience scaling a robust QA function. 
• Servant Leadership with a desire to serve and help others. 
• Understanding of a telephony/IVR system. 
• Ability to work in a remote environment. 
• Ability to prioritize multiple tasks and anticipate and solve problems. 
• Proficiency with Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.) 
• Ability to analyze problems and multiple alternate solutions to be able to quickly make decisions. 
• Ability to develop practices, workflows, and policies. 

Preferred Qualifications: 

• Bachelor’s degree 
• Experience with the specialty pharmacy industry 
• Experience with Amazon Connect 

Base Salary Range- 120K-140K annually, Plus: 

• Bonus  
• Stock Options 
• 401(K) 
• Health Benefits 
• PTO 

VIVIO Health is an Equal Opportunity Employer and does not unlawfully discriminate based on any status or condition protected by applicable Federal, state, or local municipal law. All your information will be kept confidential according to EEO guidelines. 

VIVIO Health, Inc.
1933 Davis Street, Ste 274
San Leandro, CA 94577