We are a leading healthcare organization dedicated to serving the needs of Medicare beneficiaries across the United States. Our commitment to excellence and innovation drives us to deliver exceptional customer service and support to our members.
Job Overview:
As the Associate Vice President of Call Center Operations, you will play a pivotal role in managing and optimizing our call center operations, specifically focusing on supporting Medicare-related services. Your leadership will be instrumental in ensuring the delivery of outstanding customer service to Medicare beneficiaries.
Responsibilities:
Strategic Leadership:
Develop and execute strategies to enhance call center performance, ensuring efficient handling of Medicare inquiries, claims, and member services.
Collaborate with cross-functional teams to align call center operations with Medicare compliance and quality standards.
Operational Excellence:
Oversee day-to-day call center activities, including call volume management, workforce planning, and performance metrics.
Implement best practices to improve efficiency, accuracy, and member satisfaction.
Ensure effective customer service for all service needs including benefits, claims, billing inquiries, service requests, suggestions, and complaints.
Quality Assurance:
Monitor call center interactions to maintain high-quality service.
Implement quality control processes and provide feedback to agents.
Address escalated issues promptly.
Technology and Process Improvement:
Evaluate call center technologies and tools to enhance productivity and member experience.
Identify process bottlenecks and recommend improvements.
Stakeholder Collaboration:
Work closely with Medicare program managers, compliance officers, and other relevant stakeholders.
Provide regular updates on call center performance and initiatives.
Job Qualifications:
Bachelor's degree required (advanced degrees preferred).
10+ years of proven leadership experience in healthcare operations, preferably call center operations within the Medicare and MMP domain.
Familiarity with Medicare regulations, policies, and procedures.
Strong analytical skills and ability to drive process improvements.
Excellent communication and collaboration skills.
Previous experience managing staff, including hiring, training, managing workload, and performance.
Experience in managing a large-scale call center with remote staffing preferred.
Experience in improving CTM performance and impact, as well as driving Customer Satisfaction (NPS) Improvement.
How to Apply:
To apply for this position, please [insert application instructions here].
Benefits:
We offer a competitive benefits and compensation package, including health insurance and more. We are proud to be an Equal Opportunity Employer (EOE) committed to diversity and inclusion.
Employment Type: Full-Time
Salary: $ 39,000.00 Per Year
