Customer Service Representative
BlueScope
VP Customer Experience
Jefferson
full-time
Posted on:
Location Type: Hybrid
Location: Philadelphia • Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Leads a member-focused strategy across Medicaid, Medicare, ACA, CHIP, and MLTSS
- Oversees customer service operations and the member call center
- Drives service excellence through multi-channel engagement, process improvement, and evidence-based onboarding
- Ensures regulatory compliance, equitable access, and cultural responsiveness
- Aligns cross-functional efforts to improve satisfaction and retention
- Manages key priorities including quality management, workforce planning, operational efficiency, and technology adoption
- Measures success by service quality, compliance, performance metrics, and strategic impact
Requirements
- Bachelor’s degree in business, Public Health, Healthcare Administration, or related field required
- Master’s degree in healthcare administration, Business, or related field preferred
- 10+ years of progressive leadership experience in managed care or healthcare customer service
- Deep knowledge of Medicaid, Medicare, MLTSS, CHIP, and ACA requirements and populations
- Demonstrated success leading CX transformation initiatives
- Proven experience managing cross-functional teams and operationalizing strategy
- Experience with NCQA accreditation or CAHPS strategy development preferred
- Background in community-based or member advocacy work preferred
- Bilingual or multilingual proficiency is a plus
- Fifteen years’ experience in multi-product healthcare insurance setting with a minimum of 10 years in a senior level management position
Benefits
- medical (including prescription) insurance
- supplemental insurance
- dental
- vision
- life and AD&D insurance
- short- and long-term disability
- flexible spending accounts
- retirement plans
- tuition assistance
- access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service operationsprocess improvementevidence-based onboardingquality managementworkforce planningoperational efficiencytechnology adoptionCX transformationNCQA accreditationCAHPS strategy development
Soft skills
leadershipcross-functional team managementstrategic impactcultural responsivenessmember advocacycommunicationcustomer satisfactionretention strategiesregulatory compliancemulti-channel engagement
