Jay Schumacher
Experienced People Leader & Sr. Consultant with Operations & Call Center management history | Certified Lean Six Sigma Black Belt | Extensive experience in Life Insurance, Financial Services, and Telecommunications
- Role
- Director, Member Experience at MedOne Pharmacy Benefit Solutions
- Location
- Concord, NH, US
- LinkedIn followers
- 500 followers
About Jay Schumacher
My focus on operational initiatives has facilitated significant business impacts…
Experience
Director, Member Experience
MedOne Pharmacy Benefit Solutions
Jan 2025 — Present · Dubuque, IA, US
Optimizing Contact Center Operations. Responsible for Member Advocate & Patient Care Coordinator Teams, PM of migration from 8x8 to RingCentral Contact Center software• Driving Member Satisfaction – Mapping the Member journey, identify & implement improvement opportunities• Leading contact center technology innovations -Access, recommend and implement technologies and digital experiences to improve workflows and achieve greater efficiencies using AI, chatbots, UI’s, etc.• Establishing KPI’s, Incentives and CSAT standards to drive continuous improvement and enhanced performance.• Developing and coaching direct reports regarding operations and people leadership skills, building bench strength
Education
University of Maine at Presque Isle
Bachelor of Business Administration - BBA
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