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Lumeris Director, Customer Service Delivery in St. Louis, Missouri

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Director, Customer Service Delivery

Position Summary:

*Please note, the ideal candidate will report into Lumeris headquarters in St. Louis, Missouri. Candidates that are not local and open to relocate within a 6 month period, will be reviewed on a case-by-case basis.

The Director, Customer Service will work in collaboration to lead the development and operations of the Customer Service Department to optimize efficiencies while maintaining a commitment to positive experience for all stakeholders of the health plans Lumeris supports. The role contributes to the Company’s continued success by providing leadership executing all duties as outlined below which promote the Company’s mission, vision, and core values; and ensures the efficient and compliant delivery of all contracts and services as they relate to Customer Service operations.

Job Description:

Role and Responsibilities

  • Ensures the attainment of Service Levels and other CMS requirements, client SLAs and department KPIs

  • Articulates and engages change throughout the organization in support of Customer Service best practices

  • Researches and implements strategies and techniques to ensure superior customer engagement

  • Responsible for the continuous evolution of our call center service offerings and for working directly with clients and prospects to identify call center solutions to meet specific client requirements.

  • Creates new policies and amends existing policies to improve operations as needed

  • Presents recommendations for the Customer Service operations and proposes changes to mitigate risk and facilitate future growth

  • Provides leadership that encourages employee productivity and responsiveness to the needs of members, providers and regulatory agencies

  • Maintains a working knowledge of all policies, procedures and activities and ensures compliance with all relevant federal, state and local regulations

  • Ensures the team operates productively with focus on efficiency and execution and commitment to positive Customer Service engagements

  • Promotes internal growth and development of leadership staff

  • Leads by setting a positive and professional example while motivating a diverse team by exemplifying the Company vision, mission, values and culture

  • Creates a respectful workplace, fosters a productive and collaborative environment, is accessible, and encourages the team to be open to other’s opinions and ideas

  • Actively mentors, coaches and leads teams to optimal performance through both efficiency and empathy

  • Actively partners with Human Resources in employee development, performance management, and engagement and retention

Experience, Qualifications and Education

  • A Bachelor’s degree or commensurate experience with the demonstrated ability to perform the responsibilities outlined in the Job Description

  • Minimum of seven years of leadership experience preferably in healthcare, customer service, insurance or a related field. Prior call center leadership experience is required.

  • Minimum of two years of client relationship management experience

  • Excellent decision-making, organizational and computer skills including a working knowledge of Microsoft Word, Power Point and Excel. Experience with Access, Share Point and/or Tableau is a bonus.

  • Mastery of oral, written, presentation and facilitation skills required

  • Must have the ability to handle multiple projects, meet deadlines and be able to adapt to a changing business environment and/or needs

  • A passion for coaching and developing team members with the demonstrated ability to treat employees in a fair, consistent and professional manner

  • Must possess the ability to assess potential problems and make sound judgment around issues that may have an adverse impact on the Company

  • Prior healthcare experience as well as a knowledge of Federal & State Healthcare regulations and CMS guidelines and policies

  • Must be able to work in the St. Louis office.

Lumeris is an EEO/AA employer M/F/V/D.


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Time Type:

Full time

Join Our Growing Team!

Lumeris is a value-based care managed services operator for health systems and providers seeking extraordinary clinical and financial outcomes. Lumeris aligns providers and payers across populations with technologies, processes, behaviors and information to achieve high-quality, cost-effective care with satisfied consumers — and engaged physicians.

Lumeris with Essence Healthcare, its inaugural client and learning laboratory with more than 60,000 Medicare members in Missouri and Illinois, has averaged a CMS rating of 4.5 Stars for the last ten years and produced the highest consumer and physician satisfaction scores in the industry along with significantly better clinical outcomes and lower costs. For more information, go to www.lumeris.com.

Why Join Lumeris?

At Lumeris, you will be part of team that is focused on solving the nation’s healthcare problem, and you will be able to contribute to our purpose. Our environment is fast-paced, change-oriented and focused on growth and employee engagement. At Lumeris, we know that talent is best utilized when given the opportunity to succeed. That is why we have removed the boundaries that inhibit success and focus on fostering an environment that allows employees to utilize their talents.