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Director, Market Experience

Location: This position will work a hybrid model (remote and office). The Ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations.

The Director, Market Experience will be responsible for leading a multi-regional organization supporting Commercial and Government business and acting as a critical liaison with responsibilities to the Health Benefit Operations and the Plan/Market leadership teams. The ideal candidate will work to establish lasting relationships and collaborate with all other key internal and external stakeholders to proactively identify and address implementation issues that meet and exceed clients and brokers expectations.

How you will make an impact:

Client and Leadership Interaction:

• Representing and servicing as an advisor on behalf of Health Benefits Organization by proactively sharing operational impacts and results to the health plan markets.

• Engage internal and external stakeholders while demonstrating clear leadership skills and executive presence both in-person and virtually.

• Establish and maintain strong relationships across various functional teams without direct authority.

• Execute communication strategies and align various team goals with the company's objectives.

• Lead meetings, create agendas, and present complex information clearly and concisely.

• Accountable for the delivery of consistent best practices, meeting and exceeding end-to-end functions and turnaround times by supporting commercial market segments in overseeing a span of function that include the timeliness and accurate account installation and implementation, case installation and enrollment, billing, benefit configuration, benefit customization, and member-facing document operations.

Resolution Management:

• Managing, and resolving issues across business lines to ensure resolution and project success.

• Performing root cause analysis to identify opportunities for improvement, recommending sustainable solutions, and leading initiatives to implement these changes.

• Drive to delivery while juggling multiple issues simultaneously, maintaining composure under pressure.

• Collaborate with various teams to identify, address, and effectively resolve client and operational issues, while ensuring minimal disruption to business operations.

• Market level drivers that impact operations.

• Provide market leadership guidance in defining best practices, developing and communicating standards in benefit development and management.

• Identify and address root causes and primary trends to initiate plans for correction and improvements.

Leadership:

• Develop and implement short and long-range vision along with the Staff Vice President and Local Market Directors that will enhance internal operating efficiency, identify synergies across lines of business and bottom-line accountability.

• Lead and oversee escalations initiated by regional leaders, Plan Presidents, and/or Plan Presidents senior staff, driving to completion, engaging various functional teams as needed.

• Enhance operational collaboration and shared goals to achieve a high performing, cross-functional global onshore and offshore team

• Excellent verbal and written communication skills, especially with market leadership and as it pertains to key performance metrics impacting their markets and key initiatives.

• Work alongside leadership to develop and ensure the continued effectiveness of financial reporting, planning/budget programs and the coordination of operations expenses.

• Hires, trains, coaches, counsels and evaluates performance of direct reports.

Benefits and Healthcare Knowledge and Expertise:

• Leverage experience in the health insurance industry from sales and/or operations with deep knowledge in commercial and/or government sectors.

• Collaborate with State Plans to identify innovative growth and efficiently opportunities to achieve performance targets.

• Coordinate communications to all customers, vendors and consultants for all functions.

• Promote continuous quality improvement throughout the organization.

• Influence stakeholders to support key projects and initiatives.

Minimum Requirements:

Requires a BA/BS in a related field and minimum of 7 years experience in health insurance service operations, particularly enrollment and billing or account implementations, or account management experience working with implementations; experience with budgeting and forecasting, process improvement, or planning experience, minimum of 3 years experience in external market facing sales and/or other client-facing experience; or any combination of education and experience, which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• Extensive experience leading teams and leading external-facing meetings.

• Certifications - PMP, Agile, Six Sigma, Sales License – Accident and Health, Life.

• Graduate degree and/or professional designation related to field preferred.

• Prior experience in health insurance industry from sales and/or operations with deep knowledge in commercial and/or government sectors with an understanding of a benefit lifecycle from customer decision to claims reimbursement.

• Proficient in MS Office Suite (Excel, PowerPoint, Word).

• Strategic thinker with broad and deep understanding of the health care industry who will provide management and leadership to Market Experience teams to drive results and achieve targeted goals strongly preferred.

• Strong verbal, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills, with experience leading process and/or projects with significant large-scale project management, strategic planning and/or consulting in the health care industry strongly preferred.

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

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.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact elevancehealthjobssupport@elevancehealth.com for assistance.