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Experian Careers Job Search

Vice President , Customer Care ( Healthcare - Franklin, TN )

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Customer Service
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198416 Requisition #

At Experian Health, our employees have the opportunity, to shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us. 


  • Be a constant, visible and outspoken advocate for customers; help drive a company-wide culture of customer advocacy

  • Provide inspirational leadership to the team; evangelize a vision of differentiated service that creates customers for life

  • Set meaningful and ambitious goals to continually improve the client experience through our work; define operational metrics and benchmarks for measurement

  • Deliver service that exceeds contractual service level commitments and drives improvement in CX (as measured by NPS)

  • Understand and implement customer support best practices that position the team and organization for success

  • Develop and apply impactful initiatives that deliver against target measures and KPIs

  • Effectively manage the operation with a technically sound understanding of our products/services and how they support our clients

  • Create robust knowledge management systems and effective training to enable the highest level of client service

  • Apply training, tools and technologies that help automate processes or otherwise drive an efficient, effective service experience

  • Build and foster the development of a strong management team

  • Identify, retain and develop talent for career growth/challenge

  • Collaborate with other internal teams to drive alignment against key business objectives and priorities

  • Spearhead the cross-functional effort to continually reduce service complexity and accelerate case management turnaround time


 



  •  Successful track record of building, developing, leading and scaling multi-location service teams supporting a broad portfolio of products
  • Naturally engenders trust and respect from associates at all levels—senior leaders, peers and subordinates

  • Takes accountability and initiative to solve problems large and small, including those that extend outside his/her direct remit

  • Has demonstrated success in driving step-change improvement in team performance levels

  • A leader by example with strong work ethic, resilience, enthusiasm for learning and teaching

  • Strong business acumen. Ensures an understanding of broader company systems and processes and how they impact the customer; balances client and employee needs with constraints of the business

  • Strong quantitative and analytical skills; makes decisions based on data versus emotions

  • Self-directed; determines what needs to be done and operates with a sense of urgency, focus and discipline

  • Ability to adapt quickly to changing needs and priorities; effectively prioritizes competing priorities while maintaining visibility of all departmental activities

  • “Get things done” attitude; takes hands-on approach as needed, completes tasks on time/hits dates and delivers on promises

  • Excellent communicator with all levels of the organization – written, verbal, presentation and interpersonal

  • Collaborative team player focused on driving success across the business; has respect of partners in other functions and helps drive cross-functional solutions

  • Salesforce proficiency

Experian is the leading global information services company, providing data and analytical tools to our clients around the world. We have always believed that data has the potential to transform lives and create a better tomorrow. We are transforming data into something meaningful: helping businesses to manage credit risk, preventing fraud, targeting marketing offers and automating decision making. We have been named one of the “World’s Most Innovative Companies” by Forbes for 3 years in a row, operating at the center of Big Data since before the phrase was coined. Few companies can offer information services on an equivalent scale. We support clients in more than 80 countries and employ approximately 17,000 people in 37 countries.

Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner. The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.


EOE including Disability/Veterans



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