New

Director Of Medicare CSR Experience

TEKsystems
$120,000.00 - $150,000.00 / yr
flexible benefit account
United States, Texas, Houston
May 14, 2026
Description The Director is responsible for overseeing and leading all customer experience functions within a medicare health setting. This role ensures the delivery of high-quality, compliant, and cost-effective care through effective coordination, utilization management, and interdisciplinary collaboration. The Director will provide strategic leadership, ensure adherence to county and regulatory requirements, and drive best practices across care management operations. Key Responsibilities -Provide leadership, direction, and oversight of the case management department, including staffing, performance management, and process improvement initiatives As Director, Customer Experience you will: Build the Experience Center * Design internal member Experience Center in Houston, including hiring, onboarding, and developing agents and leads. * Create a high-performing, mission-aligned team from diverse backgrounds, unified around delivering a gold standard in member experience. * Develop SOPs, quality frameworks, agent onboarding programs, and performance infrastructure from the ground up. * Establish and own all KPI baselines: NPS, CSAT, FCR, AHT, and voice-of-customer feedback loops. Deliver Member Loyalty * Identify, evaluate, and implement AI-driven solutions: sentiment analysis, agent co-pilot tools, IVR optimization, call quality monitoring, and self-service automation. * Leverage AI for training design, simulation-based learning, and knowledge management. * Develop 'Next Best Action' scenarios to proactively enrich the member experience. * Partner with IT to define a 'no wrong door,' channel-agnostic member journey. Manage Operations and Compliance * Own and rationalize existing third-party call center relationships, both stateside and offshore, with a path toward full insourcing. * Work cross-functionally with Sales, Marketing, Provider Engagement, Clinical Operations, Claims, and Enrollment to cascade clear direction to your team. * Own P&L accountability for the Experience Center. Job Type & Location This is a Permanent position based out of Houston, TX 77070. Pay and BenefitsThe pay range for this position is $120000.00 - $150000.00/yr. Comprehensive benefits package including medical coverage options (Aetna and Kaiser), dental and vision plans, and income protection through short- and long-term disability. Additional offerings include life and AD&D insurance, accident and critical illness coverage, hospital indemnity insurance, and universal life with long-term care options. Employees also have access to a Flexible Spending Account (FSA), legal and identity protection services, and supplemental programs such as Genomic Life, along with a variety of additional voluntary benefits. Workplace TypeThis is a fully onsite position in Houston,TX 77070. Application DeadlineThis position is anticipated to close on May 26, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.