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Your Future Evolves Here
Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.
Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.
Join Evolent for the mission. Stay for the culture.
What You’ll Be Doing:
The Vice President, Customer Service is responsible for positioning customer (client) service as a key, competitive differentiator for Evolent.
The incumbent will be responsible for creating the vision, developing the strategic direction, and implementing the steps required to establish best-in-class customer service organization.
Collaboration Opportunities
This role will collaborate with cross-functional company leaders and external stakeholders to outline, monitor and instill a “continuous improvement” approach regarding the delivery of impactful and measureable service. This executive will ensure that the appropriate processes, systems, infrastructure, team members and training are in place to support customer service excellence.
What you'll be doing:
Provide operational and strategic leadership of a large Global multi-team, complex health care call center (inbound and outbound calls) to meet required contractual Service Level Agreements and team objectives and to ensure an exemplary level of service to different stakeholders.
Oversee and manage a complex team budget with factors including staffing costs, systems/ vendors, etc.
Ability to forecast and maintain appropriate staffing levels and team structures that will enable teams to meet current business objectives and onboard new business while managing a cost disciplined approach.
Setting and communicating team priorities, structuring achievable team goal with an ability to measure progress.
Develop a strategic roadmap designed to enhance current operations and provide the scalability required for planned, continued growth.
Implement a systematic approach to identify areas requiring improvement, encourage innovation and successfully manage change.
Leverage marketplace and healthcare client needs as a means to improve “client success ratings” and optimize Evolent's future potential.
Develop effective work relationships with key stakeholders (Payers, Providers and Members) as well as cross functional internal leaders and teams.
Provide key influence and decision making in terms of Call Center technologies and systems.
Exemplify integrity and alignment with Evolent values.
What you'll bring
10+ years of experience in a healthcare call center or operations team with at least 3 in senior leadership roles. Experience with accountability to manage a team to well defined and challenging Service Level Agreements with a a solid track record of success.
Strong financial acumen and hands-on experience in managing a sizeable budget in partnership with finance team members.
Experience managing a large organization and global (employed) workforce with Company badged employees. Well versed in organizational design and talent development to ensure that teams are ready to meet today's objectives and prepare for tomorrow's chanllenges.
The technical acumen required to assess the software and systems required to support client and support from proposal to implementation. Ideal candidates will bring an awareness and understanding of modern AI software capabilities.
A proven ability for operational innovation with an eye towards continuous improvement. Previous success is scaling teams dynamically based on business needs. Success in leading teams through change management.
Experience with satisfaction ratings such as NPS or other metrics that indicate current operational effectiveness and customer satisfaction. This includes an ability to use data and analytics effectively in driving decisions and communication with other stakeholders.
Advanced capability in leading a highly matrixed team with sophisticated stakeholder management, including frequent communication and presentations with Executives & Leadership
Technical Requirements:
We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.
Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruiting@evolent.com for further assistance.
The expected base salary/wage range for this position is $225,000 - $250,000. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.
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For more insights about Evolent Health, click on Life At Evolent (https://www.evolent.com/) to learn more!