Essential Duties and Responsibilities:

Customer Service Leadership

• Lead and develop teams delivering support across phone, email, and digital channels
• Set service standards and monitor KPIs (response times, satisfaction, quality, resolution)
• Partner with internal teams to resolve escalations and improve member experience
• Represent the “Voice of the Member” across the organization

Patient Enrollment & Engagement

• Oversee outbound outreach, education, and enrollment activities
• Create scripts, messaging, and engagement strategies
• Track performance goals (outreach volume, conversion, activation)
• Coach staff on communication and relationship-building
• Ensure compliance with healthcare communication standards

People & Team Leadership

• Recruit, train, and mentor a high-performing team
• Conduct performance reviews and support career development
• Foster a positive, accountable, service-focused culture
• Promote cross-training and collaboration

Operations & Strategy

• Analyze service and engagement data to identify improvements
• Implement tools and processes that increase efficiency
• Partner with marketing, clinical, and operations teams
• Support budgeting, staffing, and resource planning

Logistics & Inventory

• Manage inventory for supplies, devices, and member materials
• Oversee printing, shipping, and mailing operations

Qualifications

• Bachelor’s degree preferred; equivalent experience considered
• 8+ years in customer service; 5+ years in management
• Experience leading customer service or contact center teams
• Comfortable with metrics, dashboards, and KPIs
• Proficiency in Excel, PowerPoint, Teams, Word, Outlook
• Familiarity with call center software (preferred)
• Knowledge of HIPAA and healthcare communication standards (preferred) 

Key Skills

• Strong leadership and team-building
• Excellent communication and coaching abilities
• Conflict resolution and service recovery expertise
• Ability to lead in performance-driven environments
• Data-driven decision making 

Physical Requirements: Regular standing, walking, sitting, bending, and reaching. Must use hands frequently and have full range of vision abilities. Occasional lifting/moving of up to 5 lbs. Occasional driving or air travel may be required.

• Work Environment: Professional office setting using standard office equipment; generally minimal noise except for moderate noise in the mail room.
• Location: On-site role in the Crossroads Arts District, Kansas City, MO.
• Schedule: Monday–Friday, 8:00 AM–5:00 PM, with occasional evening or Saturday work to support team needs.
• Travel: Negligible.

This is not an all inclusive job description. Duties and requirements can change at any time.