Associate VP, Member Services Contact Center at Bright Health

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Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.

What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.

If you share our passion for changing healthcare so all people can live healthy, brighter lives – apply to join our team.


SCOPE OF ROLE
As a member of the Bright Health team, the Associate VP, Member Services will focus on driving operational member excellence and strategies to ensure Call Center functions meet our current and future business objectives whilst fostering a collaborative and engaging environment that keeps the Customer at the heart of all we do.
 
The Associate VP, Member Services will lead the operations and delegation oversight of internal and vended member Call Centers across Medicare, Individual, and Group business, work with cross-functional teams to define key work-streams for platform migrations and integrations, deep dive with business and functional partners to align on qualitative and quantitative success objectives leveraging Voice of the Customer data, and develop and lead department budgets and plans to ensure all business objectives are achieved. The Associate VP, Member Services will participate and support efforts to transform Bright to its end state operating model, offer insight on next-generation service capabilities, and rigorously promote a customer-centric service model.
ROLE RESPONSIBILITIES
  • Performance Execution – Drive best in class performance KPI’s within the member contact centers.  Partner with key Bright leaders to identify key reporting and analytics requirements to monitor and manage key SLA’s. Drive an aligned and member focused culture.  Document, develop and optimize scalable processes and tools. 
  • Service Experience – Drive an aligned service experience, analyze voice of member survey results, both directly and through voice of employee.  Implement process improvement opportunities to deliver processes and capabilities that will ensure continued constituent engagement, thus leading to exceptional NPS and Star ratings.
  • Strategy - Create multi-year strategic roadmap, in partnership, that focus on a consistent, world-class consumer experience, while keeping in sight cost reductions and revenue growth. Partner with other leaders in Customer Experience to identify, prioritize, and optimize new capabilities, programs, and other enablers of the customer experience. Own and develop departmental business metrics as well as budget planning and management of resources. Build a strong, flexible, and engaged workforce that aligns with beneficiary expectations and financial targets
  • Leadership – Drive strong ESAT results. Encourage a team atmosphere, promoting professional growth and training, as well as giving guidance and direction; coach, mentor, and develop operational leaders to create range and succession. Drive and build a strong communication process throughout the organization. 
  • Other duties and responsibilities as assigned.
EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE
  • Bachelor’s degree (or higher) is strongly preferred in business, healthcare administration, or a related field or equivalent work experience
  • At least Ten (10) or more years of experience within Contact Center Management, or related functions
  • Seven (7) or more years in team management experience, relevant healthcare experience a plus
  • Demonstrated experience driving and managing complex and large projects across business and functional groups
  • Experience in a leadership position with the ability to influence and manage cross-functional groups
  • Multi department/discipline management experience (Customer Service, Sales, Technical Support, Backoffice, Operations. Compliance, Quality or other related departments).
  • Strong leadership, team building and mentoring experience, with the ability to adapt to a team with diverse backgrounds and personalities. 
  • Experience with building a partner ecosystem that creates mutual wins for the company and external partners.
  • The ability to put together & communicate the metrics that will drive department strategy and execution.
  • Sharp strategic mind, self-starter who is data-driven, makes sound decisions and champions a top-class customer service experience.
  • Experience in a rapid growth environment preferred
  • Proficiency with Microsoft Office Suite, specifically with Excel, Visio and PowerPoint required.
PROFESSIONAL COMPETENCIES
  • Demonstrated experience in leading high performing service organizations
  • Comfort with creating and managing timeline driven workplans, identifying core dependencies critical to overall success
  • Strong operational mindset and use data to draw insights
  • Ability to focus on core objectives, exhibiting stringent prioritization practices to support primary deliverables and associated deadlines
  • Detail oriented; thrive in fast-paced collaborative environment; self-directed and able to prioritize work appropriately and take ownership to drive results
  • Ability to set and manage expectations across levels; drive decision making and balance needs across all stakeholders
  • Strong written, verbal, and nonverbal communication skills.
  • Leads through example, exhibiting a willingness to directly contribute to all team activities as needed
  • Develops and maintains strong relationships with the members of the team by mutual earned respect and an ability to persuade with facts, logic, enthusiasm, and a proven track record.
  • Strong work ethic, with an effective combination of business acumen, sound decision-making, and a bias for action; ability to act in a decisive, urgent, and committed way to achieve results; remain focused on deliverables and leverage resources to reach goals.
 
We’re Making Healthcare Right. Together.
We are realizing a completely different healthcare experience where payors, providers, doctors, and patients can all feel connected, aligned and unified on the same team. By eradicating the frictions of competing needs, we are making it possible to give everyone more of what they want and deserve. We do this by:
 
Focusing on Consumers
We understand patient pain points, eliminating complexity while increasing transparency, for greater access and easier navigation.
 
Building on Alignment
We integrate and align individual incentives at all levels, from financing to optimization to delivery of care.
 
Powered by Technology
We employ our purpose built, integrated data platform to connect clinical, financial, and social data, to deliver exceptional outcomes.
 
          
 
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • PowerShellLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • FlutterLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • InVisionDesign
    • SketchDesign
    • Lucid ChartDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • Microsoft DynamicsCRM

Location

We are downtown at 515 Congress Avenue, right in the heart of downtown! Tons of restaurants and close to public transportation.
Making Healthcare Better For All At Bright Health
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An Insider's view of Bright Health

What’s the vibe like in the office?

The office has a relaxed and laid back vibe but people are very serious about their work - perfect!

Anthony

Data Engineer

What does your typical day look like?

My day is so varied, given how quickly we're growing, which is fulfilling for me. I have a good balance of strategic and tactical work in my day as well as time to focus and time to collaborate.

Jen

VP, Digital

What makes someone successful on your team?

A hard-working team player who thinks first and codes next is likely to learn a lot and quickly become a valuable member of the team. Lots of experience with some of our tooling is always nice, but if someone can't knowledge-share well or responds poorly to code reviews and other requests for collaboration, it'll be a tough fit.

Brian

Software Engineer 3

How do your team's ideas influence the company's direction?

We hire smart individuals who thrive on accomplishment and purpose. Our teams are exposed to the bigger picture through constant communication and dialogues – that encourages them to come up with innovative solutions to problems. We've made significant adjustments on our direction in technology and process that were initiated by the team.

Abdullah

VP, Engineering

What are Bright Health Perks + Benefits

Bright Health Benefits Overview

We have 3 different health insurance plans, all through Cigna (HDP, Premium HDP and PPO). We cover the majority of the cost for the employee and some cost for family. We have two dental plans and a vision plan as well. We have a Lifestyle Spending Account and options for HSA/FSA. We put 3% of your total earnings into your 401K plan and you are immediately vested. We have all the latest technology (Mac or Surface laptops – your choice) to use including standing desks. Fully stocked fridge with snacks and drinks.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Bright Health employees can contribute up to $3500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Bright Health is proud to offer a wellness stipend of $200/month to all employees!
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
We will put 3% of your total earnings into your 401K plan, even if you don't put anything in. It's a safe harbor contribution.
401(K) Matching
Bright Health provides employees with a 401(k) plan managed by Vanguard. We provide a ‘safe harbor’ non-elective contribution equal to 3% of your compensation, regardless of participation in the p
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary caretaker. We also provide 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Bright Health provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Bright Health sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Happy hours are hosted on occasion.
Relocation Assistance
Fitness Subsidies
Bright Health employees are eligible for discounts on several gym memberships.
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Bright's primary goal is to offer employee benefits and perks that are as flexible as possible to meet each employee's unique needs!

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