Director of Member Experience
MedOne Pharmacy Benefit Solutions
1 Positions
ID: 2795406
Posted On 10/15/2024
Job Overview
Position Overview:
Are you ready to lead a passionate team focused on creating remarkable experiences for our members? At MedOne, we’re on a mission to make healthcare accessible and affordable, and you could be at the heart of that mission. As the Director of Member Experience, you’ll play a pivotal role in shaping and enhancing our member journey—helping to ensure satisfaction and drive engagement at every step!
About MedOne:
MedOne is a full-service pharmacy benefit manager (PBM), serving clients and members nationwide. With a fully transparent, pass-through model, MedOne helps people conveniently access the most appropriate prescriptions at the most affordable price.
What You'll Do:
- Lead and Develop the Member Experience Team: Oversee a team dedicated to member satisfaction. Coach and support your team, providing the tools they need to excel in a collaborative and high-performing environment.
- Drive Member Satisfaction: Map out the member journey, pinpointing improvement areas, translating feedback into actionable insights, and delivering strategic recommendations.
- Innovate with Technology: Assess, recommend, and implement technologies and digital experiences which innovate workflows and realize process improvements such as UIs, phone systems, chatbots, and AI.
- Manage and Optimize Call Center Operations: Take charge of call center performance and workforce planning to ensure seamless service.
- Develop Your Team: Coach and support your team, providing the tools they need to excel, while building a strong pipeline of top talent.
What You Will Bring to MedOne:
- Bachelor’s degree in Business, Marketing, Healthcare, or related field.
- 8+ years in customer-facing management within the pharmacy benefits industry, with 6 years in a call center setting.
- Stellar leadership abilities, with a knack for coaching and motivating teams in high-pressure environments.
- Strong interpersonal skills with the ability to collaborate and build a consensus.
- Skilled at setting clear and challenging goals while committing the organization to improved performance; tenacious accountable in driving results.
- Strong working knowledge and understanding of call center operations including IVR technology, forecasting, metrics, and various call center software.
- Availability to travel up to 20%, including some overnight stays.
Why MedOne?
- At MedOne, we believe that a healthy team is a happy team. We offer a collaborative work environment, competitive benefits, and opportunities for growth—all while helping to make a difference in people’s lives.
- Our top core value is to prioritize your well-being. To support you in living this value, we offer:
- Competitive salary and bonuses that reward your performance.
- Comprehensive health, dental, and vision insurance + additional benefits
- 401(k) with company match to secure your future.
- Generous paid time off and holidays.
- Opportunities for professional growth and development.
- A vibrant and collaborative work culture.
Location: Offices in either Dubuque, IA, or Kansas City, MO, or the position can be remote within the United States.
Employment Type: Full-Time, Salaried
Reports to: Vice President, Account Management
How to Apply: If you're enthusiastic about helping others and eager to join a dynamic team, we’d love to hear from you. Apply now and take the first step toward a rewarding career at MedOne!
MedOne is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Offers are contingent on passing a background check and drug screen.