Prime Therapeutics LLC Sr. Director, Member Services in Omaha, Nebraska
Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.
Job Posting Title
Sr. Director, Member ServicesJob Description
The Sr. Director, Member Services is responsible for leading and developing the largest Contact Center in a manner that ensures world class customer service is delivered to Prime’s members and clients. This position is responsible for supporting the quality team to ensure the highest level of service and compliance with necessary requirements. This position is also responsible for the overall customer experience while meeting service level guarantees.
Manage the contact center, quality and customer service teams to ensure overall business performance, quality, process compliance, problem resolution, team, and personnel development
Responsible for audits and trending of results to include identifying root cause of any identified opportunities, developing and implementing corrective action plans
Serve as Prime representative to external and internal clients for all topics related to operations, quality and accreditations
Serve as a contact center representative to the company and external entities by participating in cross-company initiatives, working with clients during implementation process and resolving issues and working with external vendors to ensure a consistent product
Implement enterprise-wide processes and procedures and ensure these process/procedures are being consistently applied while ensuring compliance and adherence to all regulatory guidelines
Lead large scale projects and ensure successful delivery of desired business changes including definition, execution, process management, as well as any indirect business impacts
Establish an operational culture in alignment with company values
Establish and lead communication routines to ensure team members and key stakeholder are engaged and informed on key business activities and overall performance
Other duties as assigned
Required Minimum Qualifications:
Bachelor’s degree in business or related area of study, or equivalent combination of education and/or relevant work experience
10 years of Contact Center management experience
Ability to work under complex business environment with a track record of developing key business relationships
Demonstrated success with strategy development and influencing skills with process owners
Master’s or advanced degree
15 years of Contact Center experience
Minimum Physical Job Requirements:
This position requires up to 25% travel
Ability to work a flexible schedule including weekends, holidays, and outside of Prime’s core business hours
Constantly required to sit, use hands to handle or feel, talk and hear
Frequently required to reach with hands and arms
Occasionally required to stand, walk and stoop, kneel, and crouch
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
Reports to the Vice President of Contact Center Operations
Could report to Assistance Vice President in the Specialty Pharmacy department
Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.
If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.
Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage qualified minority, female, veteran, disabled, and other diverse candidates to apply and be considered for open positions. If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email Careers@primetherapeutics.com.