Member Services Director

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Member Services Director directs and oversees the team responsible for providing customer service to healthcare plan members. Ensures member service representatives follow established policies for addressing member inquiries and meet service quality goals. Being a Member Services Director is responsible for researching more complex questions, investigating the cause of the issue, and responding to members on escalated issues. Maintains confidentiality per HIPAA guidelines. Additionally, Member Services Director requires a bachelor's degree. Typically reports to senior management. The Member Services Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Member Services Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function.