Director of Member Experience

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.