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Director, Client Experience



Multiple locations
Posted on Saturday, January 20, 2024

Position Overview

At Zelis, the Director of Client Experience oversees the customer service team who is the main point of contact to Zelis’ clients. This team's mandate is to maintain the continued successful processing of client data for ID Cards and Statement Services. As the client advocate to all Zelis departments, this role works to identify barriers and provide resolution and solutions through customer education, and coordination with healthcare payer and internal resources.

The Director, Client Experience will support the VP in developing strategies to identify cost savings opportunities, automation through product introductions/enhancements, as well as process enhancement and system efficiencies.

Key Responsibilities

  • Mentor and coach staff and people leaders in the organization

  • Instill a growth mindset within the team; drive a continuous improvement culture

  • Maintain a high level of customer service and satisfaction on all accounts

  • Make occasional client visits, domestic travel not to exceed 20%

  • Partner with People Operations on employee relations issues, recruitment efforts and HR needs for the department

Required Qualifications

  • BS or BA degree

  • 3+ years of experience as a people leader

Preferred Qualifications

  • Healthcare industry experience

  • Experience managing client relationships

  • Expertise in operational management including identifying KPIs and metrics

  • Basic data skills including ability to use text editors

  • Ability to embrace change and create opportunity


As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.