Director I Customer Care at Elevance Health in NORFOLK, Virginia

Job Description:

Director 1 Customer Care




Location: This position will work in a hybrid model (remote and office). The ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations.


The Director 1 Customer Care is responsible for planning and development of key processes within a centralized customer service unit to achieve excellent customer service. The director is responsible for strategic planning and execution of all Call Center operations. Staff is typically located in multiple sites and/or states and utilizes multiple systems. May include oversight of multiple functions within customer service, enrollment and billing, document management, mail services, appeals, etc.



How you will make an impact:

• Develops/implements complaint resolution procedures and ensures area is staffed and trained to handle inquiries from agents and policy owners.


• Develops short/long-term customer service objectives and continuously monitors procedures to ensure these are met by staff.


• Encourages staff development/training.


• Stays abreast of state/federal regulations.


• Develops and manages the annual operating budget within financial objectives and in a manner which ensures that service and goals are met.


• Oversees quality, performance and strategic initiatives


• Drives innovation and digital efforts


• Hires, trains, coaches, counsels, and evaluates performance of direct reports.

Minimum Requirements:

• Requires a BA/BS degree and a minimum of 7 years leadership experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• Strong written and oral communication skills, problem solving skills, attention to detail and well organized preferred


• Medicare experience preferred.

For URAC accredited areas, the following professional competencies apply:


Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills

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