MassHealth is seeking qualified applicants for the position of Director of Customer Service. The Director of Customer Service is responsible for leading the operational activities and services of MassHealth’s Member and Provider Service Contact Centers and establishing a MassHealth Customer Service Center of Excellence. This position provides oversight and monitoring of MassHealth Contact Center vendors and is responsible for delivering exceptional service experiences to our members and providers, Responsibilities include setting strategic direction, establishing key performance indicators and service models for MassHealth contact centers.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Drive the strategic direction and provides oversight of MassHealth’s outsourced Member and Provider contact centers.
• Develop strategies to drive Member and Provider transactions to self-service technologies and evolve service model to an omnichannel environment.
• Identify and implement initiatives in order to improve member and provider satisfaction levels. Including first call resolution and net promoter score programs.
• Support the Workforce Management team in creating accurate contact center forecasts and staffing plan.
• Establish a MassHealth Customer Service Center of Excellence to ensure uniformity and consistency across all Mass Health Contact Centers.
• Establish member advisory committee to ensure that the voice of the member is represented in all decision making.
• Develop policies and procedures to improve service delivery and interdepartmental processes.

Preferred Qualifications:

• Project management experience.
• Service and Operations experience.
• Excellent written and verbal communication skills to interact effectively with staff, leadership, clients, and stakeholders and to deliver clear, concise communication material.
• Strong analytic and problem-solving skills.
• Proven leadership and mentor experience with capability of fostering a collaborative environment.
• Comfortable leading effective meetings and work sessions, with all levels of staff and leadership.
• Excellent time management skills, ability to multi-task, and work under time constraints.
• Ability to exercise good judgement, attention to detail, and strategic thinking.
• Strong computer skills, including proficiency in Microsoft Word, PowerPoint, and Excel

TO APPLY:

Please upload both Resume and Cover Letter for this position when applying. First consideration will be given to those applicants that apply within the first 14 days.

About MASSHEALTH:

To improve the health outcomes of our diverse members and their families by providing access to integrated health care services that promote sustainable & equitable health, well-being, independence and quality of life.

For more information about our agency and programs please visit: www.mass.gov/masshealth

Pre-Offer Process:

A criminal and tax history background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori

Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the Reasonable Accommodation Online Request Form.

For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #2.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!