Director of Customer Care II
Elevance Health

Job Info

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Director of Customer Care II

Location: This role will be full time onsite in Nashville, TN.

CareBridge Health is a proud member of the Elevance Health family of companies, within our Carelon business. CareBridge Health exists to enable individuals in home and community-based settings to maximize their health, independence, and quality of life through home-care and community based services.

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

How you will make an impact:

• Provides guidance on the most complex issues.
  
• Has full managerial/staffing responsibility.
  
• Handles significant and regular external contact with customers or agencies.
  
• Has significant budget accountability and manages special projects.
  
• Hires, trains, coaches, counsels and evaluates performance of direct reports.
  

Minimum Requirements:

Requires BA/BS and a minimum of 9 years of professional/leadership experience; or any equivalent combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experience:

• MA/MBA preferred.
  
• Proven leadership experience working in the managed care/healthcare insurance industry highly preferred.
  
• Exceptional strategic thinking, decision-making, problem-solving skills, and adaptability highly preferred.
  
• Proven ability in collaborating with cross-functional teams and coordinate efforts towards common goals strongly preferred.
  
• Experience interacting confidently with senior management and executive level stakeholders, as a subject matter expert and comfortable with influencing decision-making preferred.
  
• Excellent written, oral, presentation and interpersonal communication skills with the proven ability to negotiate preferred.
  
• Proficient of Microsoft Office products, most notably in PowerPoint, Teams, Outlook, Excel, and Word, strongly 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.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities - and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.

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