About Employer Direct Healthcare
Employer Direct healthcare (EDH) is on a mission to transform access to excellent care for the moments that matter most. As the leading provider of surgical benefits for self-insured employers, we bring guided access to high-quality, affordable care for employers, their employees and the family members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.
EDH is the market leader for Independent Centers of Excellence (CoE). We have challenged the status quo in healthcare by bringing top quality surgeons within reach of all. Our surgeon-first model is the largest and most accessible network (3-4x larger than our peers), which has delivered an ROI 3x our peers. We serve hundreds of self-funded plan sponsors across 1000+ employers, representing over 4 million people across the U.S. We've saved our clients over $700 million since we were founded!
Ultimately, the US healthcare system at-large is flawed. Costs continue to rise while life expectancy stagnates. We are moving the needed on this problem by improving surgery outcomes - making people healthier - and lowering healthcare costs at the same time.
About You:
- You have a drive and AMBITION to tackle big problems. Big problems require big ideas and a team that supports new ideas.
- You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
- You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
- A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
- You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
- You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
- INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.
If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.
Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.
Director of Member Experience, Cancer Care Direct
This role will be a key leader for the Cancer Care Direct care team with a hands-on approach to achieve the highest levels of member satisfaction, high quality care and to meet the organizational goals for member experience and operational excellence. The Director of Member Experience will play a key role in growing and transforming our service delivery and overall member experience (translated into increased utilization of our Cancer Care Direct offering for patients with active cancer and in survivorship).
This position relies on an individual who can act as the lead expert in business knowledge in all dimensions of customer experience and is deeply rooted in core aspects of customer service operations and technology (our customer includes the patient and their families/caregivers). The role will be grass roots, building and owning essential programs around areas such as L&D, experience quality management, WFM protocols ,KPI build and ability to lay the foundation for rapid scale. The role will require a positive, can-do attitude with considerable flexibility and adaptability, as well as the appropriate persistence when managing relationships with our customers, business partners and other EDHC teams. You will be expected to exercise independent judgement within defined practices and procedures to determine appropriate action, follow established guidelines (or create them) and evaluate unique circumstances and make recommendations. This individual must also be willing to constantly learn and demonstrate competencies in new technologies, products, and solutions, in addition to making tangible contributions to drive improvements in processes to create a stellar experience for our customers.
You will position yourself as a subject matter expert and apply your knowledge to solve immediate customer friction issues, work on complex challenges where analysis of situations and data requires an in-depth evaluation of multiple factors, and will frequently contribute to the development of new ideas and solutions that will help improve processes and customer experience. This role will lead and/or provide expertise to functional project teams and lead/participate in cross-functional initiatives. This individual must exercise significant independent judgment within broadly defined practices to determine best method for accomplishing work and achieving objectives. This role may provide mentoring and guidance to other employees. This role is critical for the team, and managing ad hoc project requests, reporting and data needs is a must. It will also require sensitivity to patients’ different goals/needs from clinical to financial and mental health, including collaborating with the Director of Case Management to define where clinical support is required versus where non-clinical team members can support Member needs.
Location: Onsite | Dallas, Texas Highly Preferred. Open to remote with travel to Dallas office.
Responsibilities:
- The role will be grass roots, building and owning essential programs around L&D, experience quality management, WFM protocols ,KPI build and ability to lay the foundation for rapid scale
- Model and foster a team-centered culture within the team and drive to innovations that improve member and client satisfaction. Collaborate cross-functionally with members from R&D, Product, Operations, Analytics, and Account Management in support of successful operational execution
- Operational management: create and implement workflows for program delivery in collaboration with the Director of Case Management. Develop associated policies and procedures, identify areas for process improvements and anticipate potential operational issues.
- Quality assurance: Listen to inbound/outbound calls to understand current approach and find ways to improve program performance and efficiency. Monitor and evaluate the performance of member services operations, ensuring compliance with established standards and identifying areas for improvement. Collect and analyze member feedback to continuously improve service offerings and operational processes.
- Budget and Resource Management: Develop and manage the budget for the member services department, ensuring cost-effective operations. Ensure adequate allocation of resources to meet operational demands and support team needs. Hiring: Build out the care team hiring forecast in collaboration with the Director of Case Management
- Member Experience: Develop strategies to enhance member engagement, satisfaction, and retention
- Reporting: Develop reporting on care team activities including refining KPIs and developing associated team training. Utilize data analytics to track performance metrics, identify trends, and inform decision-making.
- Compliance and Risk Management: Ensure all member services operations comply with relevant regulations, laws, and industry standards. Contribute to policies and standards. Identify potential risks and develop strategies to mitigate them, ensuring the safety and well-being of members.
- Work in unison with the Director of Case Management and VP of Operations to drive CX improvements, including implementation of an audit tool and process
- Assess gaps across the entire member journey in collaboration with Product and Operations and identify opportunities to close these gaps
- Lead critical “in the trench’s” care delivery and journey mapping exercises with clear view on operational action and outcome (e.g., developing clear documentation, hand offs and role definition)
- Drive measurable engagement throughout the patient life cycle and focus on conversion rate improvements to help overall bottom-line revenue growth for Employer Direct Healthcare
- Collaborate with Product team in establishing the Vision and Product Road Map to drive improved customer outcomes (customer defined as internal users on the care team and external Members/patients)
- Identify opportunities for innovation, efficiency, and consistency across the team
- Develop and drive a culture of continuous improvement
Customer Experience
- Must have a customer first approach to all activities, goals, and objectives
- Direct the development and execution of operational business processes through use of technology and automation tools
- Responsible for daily, weekly, and monthly performance and project reporting
- Monitor and report on achievement of committed action plans to senior management
- Makes recommendations to GM and broader team regarding opportunities to enhance the member experience and takes an active role in their implementation
- Identifies and resolves problems to ensure client, provider and member service is maintained at the highest level and communicates noticeable trends to GM for escalation
Requirements:
- Five Years of Customer Centric Operations Management experience REQUIRED, ideally in healthcare delivery setting (e.g., call center/virtual care program)
- Bachelor's Degree
- 5-8 years of professional experience with a combination of customer experience, project management and Lean Six sigma preferred
- Excellent analytical thinking, analysis, and problem-solving skills
- Project Management Professional certification required (PMP)
- Proven experience building, inspiring and scaling member services teams
- Thrives in a fast-paced environment that relies on the ability to multi-task and balance multiple, competing priorities, yet is still able to balance that energy and drive with sensitivity and compassion
- Works across boundaries easily and effectively, building internal and external relationships in a collaborative fashion
- Strong written and verbal communication skills
- Curious and solutions-oriented leader
- Ability to effectively organize work activities to meet deadlines
- Excellent analytical thinking, analysis, and problem-solving skills
- Strong verbal and written communication skills, including negotiation, presentation, and influence
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave
Employer Direct Healthcare does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
