Shields Health has an exciting opportunity for a Director of Customer Care to work Full-Time in a hybrid position with weekly travel to both of our call centers located in Brockton and Worcester, MA.

ABOUT SHIELDS HEALTH CARE GROUP:

Shields Health Care Group is a leading medical provider in New England, operating in one of the most fascinating business environments today – Healthcare. Our world-class team is made up of innovative thinkers and enthusiastic collaborators who take pride in delivering the highest quality care to the patients and medical professionals we serve at more than 40 locations. It’s a great time to be a part of the Shields team as we grow and diversify our services by investing in our people, technology and culture. We’ve created a challenging work environment driven by our talented people, with a unique philosophy of care that sets us apart today and tomorrow.

• PURPOSE AND SCOPE:

The Director of Customer Care is responsible for all aspects of the customer experience by ensuring a professional atmosphere is provided to all customer groups. The position reports to the Chief Operating Officer. This position requires public speaking, supporting research, and responding to all customer service related inquiries.

• 
  PRIMARY RESPONSIBILITIES:

• Manages and directs all aspects of call center operations
• Provides leadership in customer care management, call center procedures, insurances, team incentives and employee engagement.
• Understands customer needs and designs programs and workflows to best meet those needs.
• Implements and reviews call center policies and procedures
• Monitors volumes and optimizes staffing ratios
• Provides thoughtful leadership in customer experience to all staff
• Networks with both internal and external customer service experts to stay current with industry standards
• Meets targets and goals by motivating agents to achieve high performance
• Responsible for overseeing the quality of the content delivered
• Leads continuous improvement initiatives
• Monitors calls for QA and contacts customers as necessary to ensure satisfaction and quality.
• Handles concerns that escalate beyond Hub Managers
• Assists sales team with sales and marketing of new product offerings.
• Responsible for managing the hiring and professional development of staff.
• Conducts annual review for direct reports, provides regular feedback and handles performance issues timely.
• Owns Electronic Medical Record and ensures its completeness and accuracy.

• 
  EDUCATIONAL REQUIREMENTS:

Bachelors Degree.

• EXPERIENCE REQUIREMENTS:

• Five years of industry experience with a minimum of 2 years supervisory or management experience
• Advanced computer skills.
• Customer service strategies
• Benchmarking skills
• Strong communication, presentation and writing skills
• Strong public speaking skills
• Strong interpersonal skills

• PHYSICAL REQUIREMENTS:

Ability to sit, stand and walk for extended periods and utilize computer with or without accommodations. Able to push, pull and lift a minimum of 25 pounds with or without accommodation.

F. INTERNAL/EXTERNAL INTERACTIONS:

This position requires extensive interaction with all Shields Health Care Group employees, vendors, and local community and government agencies.

NOTE: It is not intended that this Job Description include all details of the work

functions of this position. The incumbent will perform work of lower or

equivalent classification as required or directed, and work of higher

classification for training and development purposes or as situationally

warranted.