Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 87 days ago

Director, Customer Experience & Engagement - 26-77

Pri-Med13 open roles

Pay
$137,000 – $182,000 a year
Where
San Ramon, California
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowDirector, Customer Experience & Engagement - 26-77Pri-Med · San Ramon, California

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Pri-Med's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

8.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.9%1 day
  2. 3.9%3 days
  3. 8.3%7 days
  4. 15.3%14 days
  5. 34.1%30 days
This job: posted 87 days ago

The posting

We’re delighted you’re considering joining us!

At Hill Physicians Medical Group, we’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.

Join Our Team!

Hill Physicians has much to offer prospective employees. We’re regularly recognized as one of the “Best Places to Work in the Bay Area” and have been recognized as one of the “Healthiest Places to Work in the Bay Area.” When you join our team, you’re making a great choice for your professional career and your personal satisfaction.

DE&I Statement:

At PriMed, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are.

We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities. We do it because it's right!

Job Description:

The Customer Experience and Engagement Director is the operational and strategic leader of three areas critical to customer experience and satisfaction:

  • the customer service contact center
  • member / patient experience and engagement
  • member data & IT strategy

Develops enterprise strategy and initiatives to ensure high performance in customer experience, satisfaction, growth and retention. Leads and manages a high performing team focused on outcomes, strong relationships, and efficiency. Fosters customer service, experience and engagement in technology systems and enterprise initiatives. Stays current on industry changes and trends related to customer service performance and external benchmarks and measures.

ESSENTIAL RESPONSIBILITIES:

  • Responsible for the Contact Center, ensuring excellent service to current and prospective providers, current and prospective members, health plans, employers, brokers and other external and internal customers. Ensures high standards of performance across the contact center as a whole and within teams, and actively reviews KPIs, meets with team members, and reviews & revises processes as necessary to achieve and exceed service standards.
  • Ensures that technology supporting the department meets client needs.
  • In partnership with Reporting and Advance Analytics, Data Governance/Quality, and Enrollment Services provide oversight of Member Data Management tools and strategy to ensure member data timeliness, integrity and accuracy.
  • Accountable for accurate member data to external and internal partners and required reporting.
  • Provide leadership and strategic oversight for member and patient experience and engagement.
  • Evaluates reporting and performance for external measures such CAHPS scores for Medicare Advantage STAR performance and Integrated Health Association (IHA) patient experience measures.
  • Evaluates programs to ensure alignment and effectiveness against desired outcomes.
  • In collaboration with member-facing cross-functional teams (such as Quality, Government Programs, Care Management, Authorizations, Marketing) develops standardized and positive member experience related to core MSO functions and outreach including consistent technology, modalities (phone, mail, etc.) and vendors (i.e., language services).
  • Owns decision making for member IT strategy including evaluation of member engagement and data platforms (i.e., Epic, Salesforce) and outreach tools (i.e., Hello World, Cipher Health, RingCentral, MyChart, Cheers, Campaigns).

ADDITIONAL RESPONSIBILITIES:

  • Responsible for owning or contributing to internal and external forums and committees for customer experience and satisfaction performance, including health plan joint operating committees, patient and family advisory council, and physician committees and advisory groups.
  • Stays current on industry changes and trends related to customer service and experience including external measurements and benchmarks.
  • Identifies opportunities and areas for improvement in member experience. Designs and evaluates programs to drive performance in customer experience and engagement.
  • Develops and adheres to budgets and workforce planning and execution.
  • Responsible for overseeing on-site emergency response-related activities. Actively supports compliance with corporate safety and wellness initiatives.
  • Acts as senior leader on site for communication of key corporate messages, oversight and management of routine facilities related issues, and guidance related to personnel issues.
  • Performs other duties as assigned.

SKILLS AND EXPERIENCE REQUIRED:

  • BA/BS degree required
  • Minimum of 6-8 years of related customer experience.
  • Five years of experience managing and achieving positive results through staff. Strong understanding of management principles.
  • Strong communication skills, both verbal and written with ability to build credibility and trust and influence and engage stakeholders across all levels of the organization and network.
  • Strong analysis skills and demonstrated project management skills required. Ability to prioritize multiple projects and tasks and attain results through management of personnel.
  • Previous managed care experience; experience working with Independent Medical Groups (IPAs) preferred.
  • Experience with and understanding of technology programs aimed at improving member satisfaction, performance and patient outcomes highly desirable.
  • Ability to develop effective internal and external relationships, strong service orientation, and exceptional written and verbal presentation skills.
  • Strong analytical skills and understanding of various Microsoft Office products including PowerPoint, Word, and Excel.
  • Valid Driver’s License and proof of auto insurance.

Additional Information:

Salary: $137,000 - $182,000 Annual

Hill Physicians is an Equal Opportunity Employer

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Pri-Med's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Pri-Med's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Pri-Med's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.