Director, Customer Experience

Rockville Centre, NY | Corporate Operations

Position Summary:

Note: This position will be remote and can be located in any of our markets.

GoHealth Urgent Care is transforming on-demand care through an innovative model with a deep patient and consumer focus, data-driven operations, and cutting-edge technology. GoHealth is one of the fastest growing on-demand care companies in the country with approximately 160 locations across New York, Connecticut, Delaware, North Carolina, Missouri, Arkansas, Oklahoma, Oregon, Washington, and California, and dozens of additional sites under contract over the next 12 months.
With a strong emphasis on patient satisfaction, GoHealth uses Business Intelligence solutions to make informed, data-driven decisions. Innovative and award-winning clinic design, website and mobile check-in solutions lead to improved patient experiences, as well as operational efficiencies. GoHealth has a unique partnership model and a multi-channel marketing strategy that focuses on the communities it serves and enhances brand awareness, fueling growth for the organization in existing and future markets.
The GoHealth joint venture model has proven to be extremely effective and competitively differentiating. Prominent co-branding with its large, integrated health system partners and deep IT integration have led to increased volume and financial results, as well as improved clinical quality. GoHealth's unique health system collaboration model has given its patients greater access to the entire healthcare continuum through same day or next day referrals to primary care physicians, specialists and other ancillary services.
TPG Growth, one of the world's leading private equity firms, invested in GoHealth in 2014 to help launch the new urgent care brand and its national growth plan. TPG Growth is the middle market and growth equity investment platform of TPG, the world's largest private equity firm with over $103 billion of assets under management.
GoHealth Urgent Care delivers ease of care and peace of mind to our customers at 160+ urgent care centers around the country. As the Director of Customer Service, you will ensure that we continue to successfully deliver this customer experience through our online chat, phone and email channels in support of customer service.
While GoHealth Urgent Care has elements of customer service throughout the growing organization, this new Director will have the opportunity to build a formal function from the ground up based on known best practices, and the unique needs of our business model and customer relatinshsips.
The ideal candidate will work successfully in a fast-paced environment and in collaboration with the IT, Billing, Marketing and Center Operations functions to ensure the continued customer experience outside of our centers is efficient and effective. You will be curious about our customers, and gather and apply customer insights, to ensure we are improving customer experiences at all customer touchpoints.
GoHealth is investing in AI technology that will help reduce phone call volume to our centers in order for our team members to focus on customer care. We are also applying this technology to our webchat function. The new customer service team, will be responsible for gathering insights and changes in the business, then ensuring that this technology is maintained and updated through a partnership with IT.
Metrics of success or SLAs will be created and measured and will include response times, call volume reduction to the centers, customer service tickets in general (the reduction of them), and improved online reviews for GoHealth Urgent Care.
Position Responsibilities
  • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience
  • Staffs the new Customer Service Department
  • Establishes performance metrics for customer service representatives
  • Establishes service levels and requirements for the department: Emails, Phone, Webchat
  • Develops and implements methods to record, assess, and analyze customer feedback from centers, website, and call center
  • Develops and implements training and quality assurance programs for new hires and supporting call center
  • Collaborates with IT and AI vendor to ensure AI technology is updated and maintained
  • Identifies and recommends or acquires updates and expansions to AI technology and policies that may improve customer service and retention
  • Acts as a liaison between the customer service department and other departments in the company: Center Operations, IT, Billing, Marketing, to ensure the Voice of the Customer is heard
Position Requirements
  • Healthcare and/or retail experience is preferable
  • 7+ years of experience in customer service
  • Excellent verbal, written and interpersonal communication skills
  • Organizational skills and attention to detail
  • Strong analytical and problem-solving skills
  • Supervisory and leadership skills
UPDATE: COVID Vaccine Announcement: GoHealth Urgent Care is requiring all new hires to disclose their COVID-19 vaccination status in all markets. In certain markets, it will be required that new hires receive the first dose of the COVID-19 vaccine series (of either the Moderna or Pfizer vaccine or the single dose Johnson & Johnson Janssen vaccine) prior to their first day of employment. New hires must receive the second dose (of either the Moderna or Pfizer vaccine) within 30 days of their first day of employment. This is a condition of employment, unless a faith-based or medical exemption is approved.

All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

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Why GoHealth?

GoHealth Urgent Care has outstanding career opportunities in Connecticut, Delaware, Missouri, New York City, North Carolina, Northwest Arkansas, Oklahoma City, San Francisco and the Portland-Vancouver area. And all of these positions have one thing in common: flexibility to practice urgent care medicine the way it was meant to be, without the stress and bureaucracy of hierarchical organizations. With reasonable work hours that don’t emotionally exhaust them or burn them out, our team can balance and prioritize their professional and personal lives.

The lifestyle you can lead.

Welcome to the East Coast epicenter for commerce, finance, media, art, fashion, research, technology and entertainment. New York is among the world’s most linguistically and culturally diverse cities. Its many attractions include the Empire State Building, Statue of Liberty, Ground Zero Memorial, Metropolitan Museum of Art and Central Park. Enjoy the nighttime neon of Times Square. Ride the Staten Island Ferry, see a concert at Radio City Music Hall or catch an exciting Broadway show. Though New York is the city that never sleeps, it’s made up of regions that are great places to raise a family — Manhattan, Brooklyn, Queens, Staten Island, Long Island and Westchester County. And all offer a great selection of neighborhoods and homes, plus excellent schools and renowned local colleges and universities.