Vice President Service Excellence

Responsibilities:

Strategic Leadership:

• Develop and execute a comprehensive member and provider service strategy that aligns with organizational goals, growth initiatives and customer experience insights gathered by the Customer Experience (CX) team.
• Lead cross-functional teams to design and implement innovative service models that enhance member engagement and satisfaction.
• Drive the integration of service delivery across all touchpoints, ensuring consistency, quality, and accessibility for members and providers.

Operational Excellence:

• Oversee all operational aspects of the member call centers (commercial/Medicaid ACO and Medicare Advantage/Dual Eligibles) and provider call center and partner with CX, digital and IT on digital engagement, and customer support platforms.
• Meet and exceed all performance metrics for call center operations and quality, with a focus on performance guarantees and regulatory requirements.
• Identify and implement process improvements to optimize efficiency, responsiveness, and service quality.
• Leverage data analytics and member feedback to inform decision-making and continuously improve service delivery.

Customer Experience Innovation:

• Champion a member-first culture that prioritizes empathy, accessibility, and personalized care.
• Lead the development and execution of customer experience initiatives focused on improving the call center operations, incorporating digital solutions and emerging technologies to enhance engagement.
• Establish and monitor key performance indicators (KPIs) to measure service excellence. Coordinate with CX team on existing member satisfaction measures by line of business and assure alignment with data gathering processes in support of a unified view of customer experience.

Collaboration and Stakeholder Engagement:

• Partner with internal teams, including product, marketing, digital/CX, operations, and clinical leadership, to align service strategies with business objectives.
• Engage with external partners, providers, and community organizations to strengthen relationships and expand service offerings.
• Manage and oversee key vendor relationships for telephony, CRM and others as required.
• Serve as a visible and influential leader, representing the organization in industry forums and community events.

Data-Driven Decision Making:

• Analyze customer feedback, trends, and service metrics to drive improvements.
• Use data insights to proactively address customer pain points and enhance experiences.
• Work closely with workforce management, IT, analytics and digital teams and to optimize reporting and decision making.

Crisis Management and Member Advocacy

• Develop and implement crisis response plans for major customer service issues.
• Act as the primary advocate for member and provider withing executive leadership discussion.
• Handle escalations and work on high-profile member concerns.

Team Leadership and Development:

• Hold self and others accountable to meet commitments.
• Create a culture of excellence and humility within the CS leadership team, with a focus on resolving issues and call listening.
• Ensure diversity, equity, and inclusion are integrated as a guiding principle.
• Persist in accomplishing objectives to consistently achieve results despite any obstacles and setbacks that arise.
• Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization.
• Other duties as assigned with or without accommodation.

Qualifications:

• Bachelor's degree in business administration, Healthcare Management degree required or the equivalent combination of training and experience, plus 15 years of related experience.
• Masters preferred.
• 15+ years of progressive leadership experience in customer service, member experience, or healthcare operations, with at least 7 years in a senior executive role.
• Experience with health plan commercial and government program business is strongly preferred.
• Proven success in leading large-scale service operations and customer experience initiatives, preferably in healthcare or insurance.
• Strong strategic thinking and problem-solving skills with a track record of driving innovation and operational excellence.
• Expertise in leveraging technology and data analytics to enhance service delivery and member engagement.
• Exceptional leadership, communication, and relationship-building skills.
• Commitment to fostering a diverse, inclusive, and member-centered culture.

Skills/Abilities/Competencies:

• Demonstrate Mass General Brigham Health Plans core brand principles of always listening, challenging conventions, and providing value.
• Bring fresh ideas forward by listening to and working with employees and the people we serve.
• Respect the talent and unique contributions of every individual and treat all people in a fair and equitable manner.
• Strong, demonstrated track record of an ability to execute on time, on budget, and on scope.
• Strong aptitude for technology-based solutions.
• Ability to inject energy, when and where it's needed.
• Current in healthcare trends.
• Demonstrated forward, visionary thinking; ability to see "what is" and envision "what could be."
• Ability to develop, introduce, defend, and gain support for a new ideas and approaches.
• Excellent leadership skills and leadership track record.
• Ability to translate and communicate complex topics in a variety of forums, tailoring communications to effectively fit and influence the targeted audience, strong executive presence, presentation, and communication skills. Strong verbal, active listening, and written communication skills required.
• Ability to view the long-range trends and cycles of the business and industry and see the "big picture."
• Ability to apply a variety of strategic frameworks to analyze problems and to guide and develop solutions.
• Ability to challenge the status quo and drive innovative thinking and the capability to successfully implement strategy.
• Excellent interpersonal skills, including the ability to influence others at all levels of an organization.
• Strong EQ; exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback.
• Unquestionable integrity.

Supervisory Responsibilities:

• Motivates and encourages staff; leads through change and adversity. Makes decisions as needed and builds consensus as appropriate. Communicates and cascades information to employees in a timely manner and actively participates in the success of cross-organizational programs and initiatives.
• Sets clear goals and objectives and uses metrics to measure performance and hold staff accountable. Provides coaching to improve performance and holds regular development discussions with direct reports. Recognizes staff for their contributions.

• Inform, engage, inspire, motivate, and actively listen to employees.
• Make decisions that put the needs of the people we serve-our members, providers, brokers, and employers-front and center.
• Communicate and cascade information to employees in a timely manner and actively participate in the success of cross-organizational programs and initiatives.
• Identify/create processes and align resources to accomplish key objectives; clearly convey and assign clear accountability for important objectives, deadlines, and expectations.
• Hire, participate in, and/or recommend development measures and disciplinary actions up to and including termination; evaluate performance and supervise the work of all direct and indirect reports following established organizational policies, procedures, and practices.
• Set clear goals and objectives, use metrics to measure performance, and hold employees accountable. Provide coaching to improve performance and holds regular development meetings.
• Ensure diversity, equity, and inclusion are integrated as a guiding principle.

Fiscal Responsibility:

• Manage and oversee budgetary responsibilities including financial planning, forecasting and monitor of expenditures to ensure adherence to allocated budgets.
• Demonstrates fiscal responsibility by effectively using Mass General Brigham Health Plan resources

Working Conditions:

• Normal office working conditions.
• Hybrid or onsite (I think we want to encourage hybrid at a minimum so this person will come to LT meetings, employee engagement events, etc.)