Director, Care Concierge

Overview

At Zelis, we Get Stuff Done. Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including top national and regional health plans, TPAs, and millions of healthcare providers and consumers across our platform of solutions. Zelis identifies, optimizes, and solves problems holistically with technology built by healthcare experts, delivering measurable results for clients.

A Little About You

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

Zelis is seeking to hire a Director of Care Concierge Team who will lead the Care Concierge Team (CCT) operations, driving operational excellence, efficiency, and expanded service offerings to boost member engagement and Smart Shopper performance. The role requires a strategic thinker who can pivot between vision setting, analytical problem solving, and hands-on execution. You 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.

You will influence cross-functional stakeholders across Technology, Product, Member Marketing, and Client Management. The ideal candidate thrives in complexity and ambiguity, embraces innovation, and builds a high-performance team culture focused on 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 address future concerns.
• Performance Management & Continuous Improvement
  • Define and track key performance metrics such as AHT, FCR, CPC, CSAT, and NPS; set measurable performance goals, analyze trends, and communicate with the team and cross-functional leaders; implement corrective actions where needed.
  • Develop dashboards and reporting tools, in collaboration with the BI team, for real-time performance monitoring.
  • Assess current CCT service offerings and delivery to determine effectiveness; build plans and spearhead initiatives to optimize service delivery.
  • Lead process improvement initiatives to drive member/account satisfaction, effectiveness, and cost efficiency.
  • Partner with BI/Analytics to tailor dashboards aligned with KPI definitions and enable real-time tracking; lead ad hoc analytical research to surface insights and inform CCT strategy.
• Strategic Leadership & Innovation
  • Set the strategic vision,OKRs, and associated actions to achieve goals.
  • Collaborate with Strategy, Product, Marketing, and Technology to evolve the contact center model.
  • Advise on data architecture to support the member engagement contact center 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 in 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 an inclusive, collaborative culture with cross-functional partners, keeping the client and member at the center of everything we do.
  • Assess the ongoing state of the Care Concierge organization, including global structure, and determine future state needs to optimize performance.
• Technology & Compliance
  • Bring technical expertise to the contact center tech stack, leveraging AI, automation, and new technologies where applicable.
  • Partner with IT to optimize and secure contact center platforms.
  • Stay current on emerging technologies and recommend upgrades or enhancements.
  • Ensure compliance with data privacy, security standards, and regulatory requirements.
• Stakeholder Engagement & Communication
  • Serve as the primary liaison between the contact center and internal stakeholders; engage with clients as the expert on contact center topics.
  • Present performance updates and strategic plans to senior leadership.
  • Influence cross-functional…