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Urgent Hiring Call Center Senior Manager Onsite role
Location: US-TX-Carrollton
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Role:: Call Center- Senior Manager Location:: 4120 International Pkwy, Carrollton, TX 75007 ( In office Full Time Only) Remote or Hybrid is not an option Duration:: Full Time/ Permanent Work Days Monday through Friday. Work Hours Between 8AM CST to 6:00pm CST. Interviews- Two rounds will be conducted ( 1St Video- Teams 2nd- In office). Start Date July 24 8+ years of strong US Healthcare Operations management background in Call Center, Provider Network, and Regulatory functions (can be combined) Should have strong Call Center Background Minimum 10+ yrs.
Job description
Under the supervision of the Associate Vice President, the Senior Manager will be primarily responsible for developing and designing strategies for Operations Management within the Business Process Services Team. This role will be responsible for leading the day-to-day operations including but not limited to providing support, direction, and management supervision. This position also assists with various internal tasks that ensure a high level of overall client satisfaction and ensure government regulations and contractual deadlines and commitments are satisfied. Candidates must demonstrate exceptional dedication to customer service, strong communication skills, and a commitment to improving operational efficiencies. Duties and responsibilities Lead a large-scale team in multidisciplinary roles to support BPS Operations Direct Management of Call Center, Provider Network and Configuration, and Regulatory Operations for Medicare Line of Business (PACE and MA) Ensures any agreements and related SLAs are being met, and policies adhered to, by the entire organization. Establish and maintain strong relationships with key stakeholders (internal and external) to ensure seamless communication and collaboration. Handle client complaints and provide appropriate solutions and/or alternatives; following-up to ensure resolution. Managing the day-to-day resources to support the increasing expectations of our customers, partners, and providers.
Achieving performance targets in line with business objectives for assigned areas. Call-Center Management Lead and manage member and provider services teams by providing guidance, coaching, and performance management to ensure a high level of productivity and professionalism. Develop and implement customer service strategies and policies to enhance member and provider satisfaction and achieve service level targets. Monitor and analyze key performance indicators (KPIs) to identify trends, areas for improvement, and opportunities for operational efficiency. Collaborate with cross-functional teams, such as Claims, Enrollment, Benefit Configuration to align customer service objectives with overall business goals. Oversee the implementation and utilization of customer service technologies and tools to optimize efficiency and improve the customer experience. Provider Network and Configuration Management Manage team to ensure client rules, benefits, and fee schedules are loaded correctly in the core claims processing system/s - Oversee support tickets are worked timely.
- Ensure policies and procedures are in place to maintain effective coordination and control of configuration and provider network activities.
- Partner with client's IT Team for configuration requirements, data analysis, and testing support.
Regulatory and Compliance Management - Manage team to ensure reports are submitted timely and accurately (Encounters, RAPS, and PDEs)
- Review clients' regulatory requirement to identify critical gaps and provide regulatory and compliance strategy for the best path forward.
- Ensure policies and procedures are in place to remain compliant with the regulatory and contractual requirements set forth by the Centers for Medicare and Medicaid Services (CMS) and the State.
- Manages the monitoring of internal and external processes and functions to facilitate compliance with the regulatory requirements. Assesses risks, identifies trends, and prepares reports. Gathers and reviews information and data for the regulatory compliance dashboard. Presents results and recommendations for improvement to management.
Experience and Skills requirement for this role: - 8+ years of strong US Healthcare Operations management background in Call Center, Provider Network, and Regulatory functions (can be combined)
- 5 + years of experience managing large (50+ FTE) multi-skilled teams in Payer functions.
- 2+ Years of experience leading transformational programs/project management, with special focus on organization, process, and automation projects
- A track record of building, achieving, and exceeding targeted business results/KPIs.
- Excellent interpersonal, communication and influencing skills are required with emphasis on achieving results and successful outcomes.
- Strong stakeholder management experience, with the ability to build and strengthen relationships within the business at all levels.
- Evidence of building talented high performing teams
InfiCare Technologies
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