MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.
Position Overview
The Senior Director of Customer Service is responsible for the daily management of their call center operations, managing 1 million incoming calls per year in a unionized environment. As part of MetroPlusHealth’s larger goal of servicing all New Yorkers, the Senior Director’s team will be a critical function in how the organization communicates and establishes trust with their members. This includes providing the member with the best possible, note-worthy experience during the entire end-to-end relationship with MetroPlusHealth. The call center will be an
important contributor to member acquisition and member retention activities.
This individual will direct all phases of operations and process improvement through establishing both rigorous KPIs and metrics with the goal of first-call resolution, as well as driving a culture of high-quality customer experience. In addition to day-to-day operations of the call center, the Senior Director will also demonstrate a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, morale and culture.