Anthem, Inc. Director: Client Experience in Richmond, Virginia
SHIFT: Day Job
Your Talent. Our Vision. At AIM Specialty Health (AIM) , a proud member of the Anthem, Inc. family of companies, it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care. This is an exceptional opportunity to do innovative work that means more to you and those we serve.
Director Client Experience
Work Location – Open to Anthem Location
Primary duties may include, but are not limited to:
Drives service innovation initiatives designed to anticipate and meet the future needs of customers and members.
Serve as primary contact and partner with sales to align performance standards with RDP and contracts.
Communicates and drives performance standard changes to align with marketplace criteria.
Ensures workforce readiness through curriculum development, delivery of on-line and in-person development and refresher workshops.
Serves as business owner of managed care portals partnering with managed business partners, enterprise and specialty digital experience leaders to ensure members and providers have access to accurate and ever expanding information.
Lead the employer service representative team serving as point of contact for VIP employers, and managed business partners.
Develop, implement and modify complaint or escalated service issue policies and procedures.
Responsible for the identification of escalated services issues, trends and solutions which would involve collaboration with other operational areas to identify short and long term resolution plans.
Lead the measurement, trending and resolution of unresolved customer issues.
Ability to travel may be required (5%-15%).
Requires BA/BS degree in related field and a minimum of 8-10 years of experience in health insurance operations required; or any combination of equivalent education and experience which would provide an equivalent background.
Applicable to Colorado Applicants Only
Annual Salary Range*: $104,000 - $130,000
Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
The hourly or salary range is the range Anthem in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in Colorado. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.