Director, Care Concierge

Overview

At Zelis, we Get Stuff Done. So, let’s get to it!

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts — driving real, measurable results for clients.

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you ve learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you ve gained, and the personal interests that shape who you are.

Zelis is seeking to hire a Director of Care Concierge Team who will play a pivotal role in professionalizing and scaling our Care Concierge Team (CCT) operations. This leader will be responsible for ensuring operational excellence, driving efficiency, and expanding service offerings to enhance member engagement and Smart Shopper performance. The role requires a strategic thinker who can pivot seamlessly between vision setting, analytical problem solving, and hands-on operational execution.

This individual will own key performance metrics and cost models, leveraging automation and AI to modernize the contact center and deliver measurable improvements in efficiency and member experience. Success in this role requires a results-driven mindset, deep understanding of contact center technologies, and the ability to influence cross-functional stakeholders across Technology, Product, Member Marketing, and Client Management. The ideal candidate thrives in complexity and ambiguity, embraces innovation, and is passionate about building a high-performing team culture while setting the tone for operational excellence.

• Operational Oversight & Service Delivery
  • Ensure day-to-day operations of the Care Concierge Team, including meeting service level agreements (SLAs) and quality standards adherence.
  • Monitor call queues, staffing levels, and adherence to schedules to maintain optimal coverage across accounts and end members.
  • Assess and optimize current workforce management practices, including forecasting and scheduling.
  • React quickly to customer and member escalations for satisfactory resolution and create systems to anticipate and get ahead of future concerns.
• Performance Management & Continuous Improvement
  • Define and track key performance metrics such as AHT, FCR, CPC, CSAT, and NPS; set measurable performance goals, analyzing trends and communicating with team and cross-functional leaders to ensure results; implement corrective actions where needed.
  • Develop dashboards and reporting tools, in collaboration with BI team, for real-time performance monitoring.
  • Assess current CCT service offering and delivery to determine service effectiveness; build plan and spearhead initiatives to optimize service offering.
  • Lead process improvement initiatives to drive member/account satisfaction, effectiveness, and cost efficiency.
  • Partner with Business Intelligence/Analytics leaders to tailor dashboards in alignment with key performance metric definitions, enabling real-time tracking, and collaborate on ad hoc analytical research initiatives to surface insights and inform Care Concierge Team strategy.

• Strategic Leadership & Innovation
  • Set the strategic vision, strategy and associated OKRs to achieve.
  • Collaborate with Strategy, Product, Marketing, and Technology teams to evolve the contact center model.
  • In partnership with Product Management, advise the broader organization on how data should be architected in support of the member engagement contact center experience as an extension of the product.
  • Drive automation and AI initiatives to reduce manual work and improve efficiency.
  • Identify and drive cost optimization strategies by analyzing KPIs such as cost per contact and identifying savings opportunities.
  • Maintain deep knowledge of the healthcare industry, clients and market. Stay current with innovation and cutting-edge techniques related to contact centers and healthcare consumer engagement strategies

• Culture & Talent Development
  • Build a high-performing team through coaching, mentoring, and succession planning.
  • Foster a positive, inclusive culture that promotes engagement and accountability.
  • Conduct regular performance reviews and create development plans for team members.
  • Maintain a constructive, inclusive, collaborative and high-performing organizational culture within the team and with our cross-functional partners, keeping the client and member at the center of everything we do.
  • Assess current and ongoing state of the Care Concierge…