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Company :Gateway Health PlanJob Description :GENERAL OVERVIEW:The Director of Commercial Customer Service is responsible for leading contact center operations for commercial group, individual and business partner functions. This position is responsible for motivating and cultivating a team that is able to provide excellent service allowing for a consumer centric approach balanced with a cost competitive structure to achieve opportunities for additional business.ESSENTIAL RESPONSIBILITIES:
Provide leadership and oversight of management for service operations.
Establish, monitor and work with team to improve on all aspects of service operations.
Ensure all operational processes are in compliance with established quality standards, government and industry regulations, and client requirements.
Work closely with other management areas to ensure operational consistency within the organization and all lines of business.
Other duties as assigned or requested.
QUALIFICATIONS:Minimum Education and Experience
Bachelor’s Degree or 7+ years related experience
Preferred Education and Experience
Master’s Degree
Knowledge, Skills and Abilities
Experience to effectively manage, direct, and motivate staff.
Demonstrated track record of operational effectiveness.
Strategic thinking and planning.
Must be willing to travel to meet with clients, attend conferences as well as assist Sales with site visits to potential clients.
Financial and budget/expense management experience.
SCOPE OF RESPONSIBILITYDoes this role supervise/manage other employees? YesWORK ENVIRONMENTIs Travel Required? YesHighmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.EEO is The LawEqual Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity ( http://www1.eeoc.gov/employers/upload/eeocselfprintposter.pdf )We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.orgReq ID: J155156
