Deputy Chief, Customer Engagement And Experience

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Deputy Chief, Customer Engagement and Experience
Salary: €278,520 monthly
Salary Range: $206,311.00(Min.) -$278,520.00(Mid.) -$350,729.00(Max.)
Azienda: L.a. Care Health Plan
Tipo Lavoro: Tempo pieno Italy
Job Summary
Reporting to the Chief Operations and Systems Integration Officer (COSIO), the Deputy Chief Customer Engagement and Experience (CE&E;) serves as the executive responsible for developing and implementing an enterprise vision and strategy to reimagine the customer service model for L.A. Care. The Deputy Chief identifies and creates strategies to ensure the company has the right people, processes and technology and is responsible for directing all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports.
This position manages all aspects of L.A. Care’s customer service operations with a focus on meeting service and quality operating objectives in interacting with L.A. Care Members and Providers. Partners with member-facing departments and leads overall customer service strategy,



customer service operations, vendor oversight and coordination, workforce management, and functional requirements for internal and external facing customer service technology.
The Deputy Chief provides direct oversight of the following operational functions for all lines of business (Medicaid, Medicare, Individual and PASC group): Member and Provider Contact Centers (inbound and outbound), Member Navigators and Advocates, Workforce Management, Training, Quality Monitoring, and Outsourced/Partner vendors.
The Deputy Chief partners with cross-functional leadership to ensure members and providers receive excellent service when contacting L.A. Care’s CE&E.;
Duties
Develops the strategic vision and goals for the L.A. Care (LAC) CE&E; operation, including, but not limited to, policy creation, relationship management, and the development and execution of engagement activities using industry knowledge and experience.
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Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/85hf69