Call Center Manager
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Job Description
Call Center Manager overseeing call center operations for government healthcare services. Leading a team to ensure high customer satisfaction and compliance with URAC standards.
Responsibilities:
- Direct day-to-day operations of the call center, ensuring high levels of customer service and adherence to URAC standards
- Oversees performance evaluation standards and manages call center workflows to optimize efficiency
- Coordinates call center operations with Triage Nurse Managers
- Develops and implements strategies to meet the program’s goals and objectives, increasing customer experience and efficiency
- Manages and leads a team of Contact Center Supervisory staff, providing guidance, coaching, and support to deliver high levels of user engagement and satisfaction
- Monitors Care coordination performance metrics and operational KPIs, such as call volume, response times, customer satisfaction scores
- Continuously assess and refine Contact Center processes to optimize efficiency and customer satisfaction
- Ensures Care Coordination complies with industry regulations and standards, including data privacy laws and consumer protection regulations
- Analyzes data related to program outcomes, participant satisfaction, and impact to make informed decisions for program enhancements
- Provides regular updates to stakeholders regarding program performance, achievements, challenges, and strategic recommendations
Requirements:
- Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field
- 5 years demonstrated experience in managing large scale contract centers including customer service, performance evaluation, URAC Health Call Center Standard, and process improvement
- Demonstrated ability to lead and manage a large team in a high-demand environment
- Demonstrated experience in improving customer services, performance evaluation, and conducting staff training
- Proficiency in using call center systems and tools, with strong data analysis skills to drive decision-making and resolve operational issues quickly
- Must be a U.S. citizen and speak fluent English
- Ability to pass a criminal history, fingerprint background checks, and credential review/verification
- Strong knowledge of URAC Health Call Center Standards, customer service, performance evaluation, process improvement, and compliance with industry regulations
- Experience in a healthcare or telehealth environment
- Certified Professional in Healthcare Quality (CPHQ)
- Certified Employee Assistance Professional (CEAP)
- Direct military affiliation or military spouse
Benefits:
- Competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
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