Job details

Director Customer Service - HNAS

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Company :

Highmark Health

Job Description :

JOB SUMMARY

This job is responsible for leading contact center operations for commercial group, individual and business partner functions. The incumbent is responsible for motivating and cultivating a team that is able to provide excellent service allowing for a consumer centric approach balanced with a cost competitive structure to achieve opportunities for additional business.

ESSENTIAL RESPONSIBILITIES

Provide leadership and oversight of management for service operations.
Establish, monitor and work with team to improve on all aspects of service operations.
Ensure all operational processes are in compliance with established quality standards, government and industry regulations, and client requirements.
Work closely with other management areas to ensure operational consistency within the organization and all lines of business.
Other duties as assigned or requested.

QUALIFICATIONS

Minimum

Bachelor’s degree or relevant experience and/or education as determined by the company in lieu of bachelor's degree

Preferred

Master’s Degree

Skills

Experience to effectively manage, direct, and motivate staff
Demonstrated track record of operational effectiveness
Strategic thinking and planning
Must be willing to travel to meet with clients, attend conferences as well as assist Sales with site visits to potential clients
Financial and budget/expense management experience

SCOPE OF RESPONSIBILITY
Does this role supervise/manage other employees?

Yes

WORK ENVIRONMENT
Is Travel Required?

Yes

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

$92,300.00

Pay Range Maximum:

$172,500.00

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice

Average salary estimate

$132400 / YEARLY (est.)

min

max

$92300K

$172500K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Director Customer Service - HNAS, Highmark Health

If you're a seasoned professional looking to make a significant impact, consider the role of Director of Customer Service at Highmark Health. This position is pivotal in leading our contact center operations, focusing on commercial group, individual, and business partner functions. You’ll be responsible for inspiring a dedicated team that’s all about providing stellar customer service while balancing a consumer-centric approach with our cost structure. Your leadership will directly influence our commitment to exceptional service. As a Director, you will supervise day-to-day operations, set performance standards, and ensure compliance with quality regulations, all while working in a dynamic, remote environment from the comfort of your home in Pennsylvania. Not only will you collaborate closely with other management areas to maintain consistency across our services, but you’ll also have opportunities for travel to meet clients and attend conferences, enhancing our partnerships and understanding client needs better. If you have a bachelor’s degree or relevant experiences, coupled with strategic thinking and a knack for motivating teams, this could be the perfect match for you. You'll enjoy a competitive pay range of $92,300 - $172,500, depending on your skills and contributions. Come join Highmark Health, where you can build a fulfilling career that truly makes a difference!

Frequently Asked Questions (FAQs) for Director Customer Service - HNAS Role at Highmark Health

What are the main responsibilities of the Director of Customer Service at Highmark Health?

The Director of Customer Service at Highmark Health is responsible for overseeing the contact center operations, ensuring excellent customer service while managing costs effectively. This includes improving service operations, ensuring compliance with quality and regulatory standards, and collaborating with other management areas to ensure operational consistency.