VP Customer Experience - Fargo, United States - Noridiansolutions

Description

** VP Customer Experience**

**Job Category****:** Directors / Managers **Requisition Number****:** VPCUS003081 Showing 1 location **Job Details**

**Description**

***** Position is eligible for Remote / Work from Home Opportunity *****

****Department: Customer Experience****

****Telecommuting: Yes****

****Paygrade: E17****

****Job Title****

VP Customer Experience

****Job Summary****

The Vice President (VP) of Customer Experience provides leadership to all customer experience management and staff. This position supports corporate strategies to coincide with team strategies and meet metrics. This position supports the expansion of Customer Experience to the government and private enterprise for the company. This position ensures the Customer Experience division is performing the best possible service while maintaining contract expectations and within budget constraints while optimizing staffing levels.

****Essential Functions****

****Key Duties/Responsibilities/Accountabilities****

Provides leadership, corporate direction, and motivation to Customer Experience staff.

Establishes short- and long-term goals for the Customer Experience teams and communicates with the senior leadership team on the progress and monitoring in achieving goals.

Administers and leads entire contact center operations and its requirements which includes meeting performance deliverables, staff efficiency, service expectations and reaching & exceeding target performance levels.

Oversees all Noridian contact centers including MAC contact centers, Medicaid contact centers and SMRC contact centers. Directs and oversees Provider Outreach, Education as well as Provider Enrollment.

Maintains compliance with federal, state, and other regulations impacting the business.

Seeks continuous evolving of existing operations and develops innovative solutions to complex problems and directs resources on improvements that positively impact Noridian members while driving efficiencies within the organization.

Executes the strategic direction and implementation of efficient and effective operations for contact centers, provider education and provider enrollment/provider management consistent with company goals, budget, and objectives.

Serves as the primary executive over customer experience to plan, direct, coordinate and manages the various department functions including expectations, customer satisfaction, establishing center wide goals and targets, and ensuring desired service levels are met.

Ability to confer with officials of internal and external customers including state and federal agencies, institutions, representatives, project consultants, and others to assure coordination of effort and information exchange with the appropriate management.

Balances rigorous data analytics with experience and instincts and drives accountability through performance management.

Develops solutions and innovations by focusing on the changing needs and preferences of customers.

Cultivates and maintains partnerships across functions to help teams successfully navigate competing priorities and creates win-win solutions for all parties.

Leads by example through influence and not position while exhibiting integrity and self-control under all circumstances.

****Non-Essential Duties and Functions****

Other duties as assigned

****Minimum Qualifications****

Bachelor's degree in Business Management, Engineering, Mathematics or Statistics or a combination of education and equivalent work experience leading a team of Statisticians as determined by HR

10 years' experience in health insurance operations of which 6 years include management experience of large complex operational systems and workflows

Highly motivated and skilled professional that can assemble, lead, and motivate a team of professionals and produce and improve results

Familiar with HIPAA regulations

Strong leadership skills with broad experience with leading teams in achieving results and maintaining efficiencies

Upholds the principles of compliance as outlined in the Code of Conduct, Employee Handbook and related policies and procedures

Strategic planning, budget development and implementation of operating plans

Experiential knowledge of health care system in general

Experience and high level of comfort interacting with physicians and other clinicians

Strong interpersonal, communication and organizational skills

Demonstrated analytical and problem-solving skills

Performs other duties and tasks as assigned by the SVP of Operations and President & CEO

****Preferred Qualifications****

****Above requirements and the following:****

Master's degree in Business Management or a closely related field as determined by HR.

8 years' management experience with managing complex systems and workflows

****Environment and Cognitive/Physical Demands****

Office Environment

Ability to read, hear, speak, keyboard, reason, communicate effectively and problem solve

Requires prolonged sitting and telephone use

Requires the use of office equipment such as computer terminals, telephones, copiers and printers

Infrequent lifting to 15 pounds

Infrequent stooping

****Segregation of Duties****

Every employee is responsible to perform their duties and responsibilities in accordance with Noridian values, policies and procedures, including but not limited to: Segregation of Duties Principles, HIPAA, Security and Privacy, CMS requirements, the Noridian Compliance Program and any other applicable laws, rules and regulations.

****Statement of Other Duties****

This document describes the essential functions, requirements, and responsibilities of this job, and is not intended to be a complete list of all tasks and functions. Employees may be requested to perform job related tasks other than those specifically listed in this description and may be required to perform any task requested by the supervisor or management.

****Total Rewards Package:****

Health, Dental and Vision Insurance, Voluntary Insurance Plans, Health Savings and Flexible Spending Accounts, 401k and Company Match, Company-paid Life Insurance, Education Assistance Program, Paid Sick Leave, Paid Holidays, Increasing PTO Accrual Plan, Medical/Parental/Disability Leave, Workers Compensation, Retiree Benefits, Severance Package, Employee Assistance Program, Financial and Health Wellness Benefits, Casual Dress, Open Office Setting, and Online Learning System.

****CMS Access Compliance and Regulation Contingency Statement****

Some positions require compliance with (i) federal and agency specific regulations and related clauses included in Noridian's prime contracts with the Government, (ii) background checks, and (iii) eligibility for a government-issued identification card.

****Equal Employment Opportunity****

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities as well as Sexual Orientation or Gender Identity.

****Other Information****

Noridian is a Federal Contractor required to comply with the Executive Order 14042 and the guidance released by the Safer Federal Workforce Task Force. This Order requires us to ensure all employees working on covered contracts are vaccinated against COVID-19 unless approved for an accommodation due to a medical condition or a sincerely held religious belief. All candidates must be fully vaccinated upon their start date or have an approved accommodation. To request an accommodation, please contact our Human Resources department at

As of December 7, 2021 the nationwide Federal Mandate has been put on hold. At this time, candidates would not be required to be vaccinated or have an approved accommodation, however if the Executive Order 14042 / Federal Mandate is deemed Legal by court rulings, candidates and employees would need to comply.

****NOTICE TO COLORADO APPLICANTS:****

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