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Staff VP Contact Center - Carelon

  • Job Family: Customer Care
  • Type: Full time
  • Date Posted:
  • Req #: JR12923

Location:

  • TN, Nashville

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Description

Be part of an extraordinary team. We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

Job Description: Staff VP Contact Center, Carelon
Location: Preference is to have the incumbent located in either Nashville, TN or Cerrito, CA however, open to remote opportunities. 
Travel: 15-20% annually

Carelon is a proud member of the Anthem family of brands, offering clinical programs and primary care options for seniors. We are a team of committed clinicians and business leaders passionate about transforming American healthcare delivery.


The person selected for this newly created role will have responsibility for developing the member experience strategy for a major business segment.  You will be on the ground floor building process and shaping a new organization for Carelon. To begin with, we will have you focused on building out a contact center.

Primary duties may include, but are not limited to: 

  • Oversees large scale call centers, inbound and outbound, executes strategies to deliver industry leading member/provider service results. 

  • Improves processes and partners across lines of business to develop consistency and share best practices. 

  • Drives results, associate engagement, and manager effectiveness.  

  • Meets and exceeds all client Performance Guarantees and Service Delivery SLA Requirements

  • Builds strong partnerships with Plan Presidents and collaborates with marketing partners and key external constituents to grow and retain appropriate membership. 

  • Participates in new technology implementation and develops efficiencies

  • Responsible for team’s adherence to state and federal regulations; follows required compliance

  • Hires, trains, coaches, counsel, and evaluate performance of direct reports. 

Qualifications:
Requires a BA/BS degree in business administration or a related field and a minimum of 10 + years of management experience in a call center/operations area in the managed care and/or insurance industry; or any combination of education and experience which would provide an equivalent background. 

Preferred Skills, Capabilities and Experiences:

  • MBA preferred

  • 5-10 years building business models 

  • A minimum of 5 years’ experience in STARS, Medicaid, and Medicare

  • Demonstrated understanding of workforce management systems and methodologies; 5-year minimum experience

  • Experience using telephony systems for both inbound and outbound calls as well as scheduling 


Please be advised that Elevance Health only accepts resumes from agencies that have a signed agreement with Elevance Health. Accordingly, Elevance Health is not obligated to pay referral fees to any agency that is not a party to an agreement with Elevance Health. Thus, any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Be part of an Extraordinary Team

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. Previously known as Anthem, Inc., we have evolved into a company focused on whole health and updated our name to better reflect the direction the company is heading.

We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?

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.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Elevance Health approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Elevance Health is able to reasonably accommodate. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 World’s Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion. To learn more about our company and apply, please visit us at careers.ElevanceHealthinc.com. 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 ability@icareerhelp.com for assistance.

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