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Customer Experience, Senior Manager

Company: Blue Shield of California
Location: Oakland
Posted on: April 10, 2021

Job Description:

Are you looking to build your career in Customer Experience and be part of a growing and dyamic team? We've got a great opportunity to be part of a start-up business with resources and leadership of an experienced next-generation clinical and services organization. We believe that people are our greates asset and looking for an exceptional Senior Manager to join the Altais Practice Support and deliever inspired solutions that change the way healthcare is delivered. As the--Customer Experience Senior Manager, you will be responsible for managing the daily, short-term, and/or long-term activities of the customer experience and operations teams to ensure alignment with service levels and providing service to our Physician, and Practice Partners. Responsible for the oversight of quality, strategic account questions & initiatives and production levels, new department & employee development, preparation and management of budgets, goals, objectives, and results for various operational areas. Responsibilities As part of a cross-functional team, you will

  • Work--directly with--our Practice Success Team, Sales,--Software--Engineering and Product--Managers.--You will own--the development of processes and procedures with all--Altais--eNable--customers, both internal and external.--Cross-functionally work to align department policies, procedures and results--to--the--organizational and corporate goals and--objectives.
  • Directs--and--control--the--activities--developing--overall Customer Experience with both technology and--service questions. Meet customer and stakeholder requirements--manage--and/or oversee intra and inter departmental projects.
  • Collaborate--in the development and implementation of immediate and long-term business operating strategies and plans. Collaborate in--the development and implementation of immediate and long-term business operating strategies and plans.
  • Communicate--clearly and effectively--to--both clinical and administrative partners.--Candidate has--technical terminology--articulated--both for the--customers--issues and resolution--processes.--
  • Define--and implement--organizational--structure--to--facilitate--effective delivery of operations. Establish operational--objectives--for department or functional area and--participates--with other managers to--establish--group--objectives.
  • Ensure--that performance--objectives--and outcomes are consistent with external and internal customer expectations and meet competitive benchmarks; routinely integrates customer feedback and competitive information into ongoing planning and operational--activities.--
  • Manage several related projects, often with the intention of improving the organization's performance. Lead and/or manage intra and inter departmental projects.
  • Develops--appropriate relationships--and drives coordination process to ensure business and operational linkage with business unit goals and--objectives, ensuring satisfactory--capacity--and quality/production support will be available to meet these goals.--
  • Provides--strong--leadership and managing the team-----to consist of a--small group of Customer Success--level 1 through level 3 employees.--
  • Manage the--day-to-day--activities include helping develop and--run--an on-shore /off-Shore contact center team that is--directly responsible--for the customer experience through the entire customer lifecycle. Making sure the--Altais--Multi-Channel communication plan (IMs and phones) are answered and our customer service is emblematic of our mission and values. This position is located in Oakland City Center. Experience and Knowledge
    • Strong analytical and problem- solving skills. Requires advanced knowledge of operations and/or helpdesk/call center; either obtained through advanced education and/or combined with experience. May have practical knowledge of project management.
    • Requires a college degree or equivalent experience and minimum 10 years of prior relevant experience , including 4 years of management experience. You Share our Mission & Values: do not change
      • You are passionate about improving the healthcare experience and want to be part of the Altais mission.
      • You are bold and curious- willing to take risks, try new things and be creative.
      • You take pride in your work and are accountable for the quality of everything you do, holding yourself and others to a high standard.
      • You are compassionate and are known as someone who demonstrates emotional intelligence, considers others when making decisions and always tries to do the right thing.
      • You co-create, knowing that we can be better as a team than individuals. You work well with others, collaborating and valuing diversity of thought and perspective.
      • You build trust with your colleagues and customers by demonstrating that you are someone who values honesty and transparency. Additional Information
        • About Company: At Altais, we're looking for bold and curious innovators who share our passion for enabling better health care experiences and revolutionizing the healthcare system for physicians, patients, and the clinical community. Doctors today are faced with the reality of spending more time on administrative tasks than caring for patients. Physician burnout and fatigue are an epidemic, and the healthcare experience and quality suffer as a result. At Altais, we're building breakthrough clinical support tools, technology, and services to let doctors do what they do best: care for people. Come join us as an early member of our passionate and growing team as we change the game for the future of healthcare and enable the experience that people need and deserve.
        • EEO Footer: Altais is a wholly owned subsidiary of Blue Shield of California. Candidates hired to work for Altais, Altais Health, and Altais Clinical Services will be employed by California Physicians' Services dba Blue Shield of California. External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws
        • Posting Date: Mar 24, 2021
        • Schedule: Full-time My Profile Create and manage profiles for future opportunities. Altais is an Equal opportunity Employer .All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender, identity, sexual orientaion, or Veteran status.

Keywords: Blue Shield of California, Oakland , Customer Experience, Senior Manager, Executive , Oakland, California

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