Medicare Advantage Plan Call Center Manager

Description

Job Summary:

We are seeking a dynamic and experienced professional Customer Service Manager to oversee our customer service operations across multiple call centers to manage our Medicare Advantage Plan Call Center. The ideal candidate will possess strong leadership skills, exceptional communication abilities, and a thorough understanding of customer service best practices in the healthcare Medicare Advantage industry. As the Customer Service Manager, you will be responsible for ensuring the delivery of high-quality service to the members while effectively managing resources, optimizing processes, and fostering a positive work environment for our customer service teams.

As the Manager, you will be responsible for all aspects of the call center including overseeing the day-to-day operations of the call center, ensuring that our team delivers exceptional customer service to the Medicare Advantage plan and its members. You will also play a key role in developing strategies to optimize call center performance, improve efficiency, and enhance member satisfaction that ensures compliance with all DOH and CMS regulations.

Responsibilities:

• Leadership and Management: Provide strong leadership, and guidance to the team of call center representatives, fostering a positive and productive work environment. Assist in the development of policy, procedures, and operational standards for the establishment of the call center

• Operational Oversight: Oversee daily operations of multiple call centers, ensuring call handling resolution of member inquiries, and adherence to service level agreements. Develop and implement strategies to optimize call center processes, improve efficiency and enhance the overall customer experience.

• Performance Management: Set clear performance expectations. Monitor key performance indicators (KPIs) such as call abandonment rates, average handle time, first call resolution, and customer satisfaction scores, and take proactive measures to address any areas of concern. Provide regular feedback and coaching to team members. Foster a culture of accountability, collaboration, and continuous improvement.

• Quality Assurance: Establish and maintain quality assurance standards for customer service interactions, including phone calls, emails, and online chats. Conduct regular quality assessments and audits to ensure compliance with established standards and identify opportunities for training and development. Work closely with training and quality assurance client teams to implement corrective actions and continuous improvement initiatives. Collaborate with client plan leaders through regular structured meetings to ensure the highest level of service.

• Customer Experience Enhancement: Collaborate with cross functional teams including IT, operations, and marketing to identify opportunities for enhancing the customer experience. Gather customer feedback and insights to drive improvements in service delivery. Proactively identify and address customer pain points, escalations, and service issues to ensure a seamless and positive experience for the members.

• Compliance: Ensure that all call center operations comply with relevant regulations, including those set forth by Medicare Advantage and other governing bodies

• Team Development and Training: Ensure all customer service representatives are equipped with knowledge, skills, and resources needed to deliver exceptional service. Provide ongoing training for team members and foster a culture of continuous learning and improvement. Encourage team members to share best practice and innovative ideas.

• Reporting: Prepare regular reports on call center performance, trends, and issues for senior management, and make recommendations for improvement and execute as needed.

• Vendor Management: Manage relationships with third-party vendors and service providers, ensuring that they meet contractual obligations and deliver high-quality services.

• Customer Escalations: Handle escalated customer inquiries and complaints in a timely and professional manner, seeking resolution and preventing recurrence.

Qualifications:

• Bachelor's degree in business administration, healthcare administration, or a related health field (Required). (Masters preferred)

• Proven 5+ years' experience in health insurance call center management

• In-depth knowledge of Medicare Advantage plans and regulations.

• Proven track record of successful managing multiple call centers and driving operational excellence.

• Strong leadership and team-building skills, with the ability to motivate and inspire others.

• Excellent communication and interpersonal skills, with the ability to interact effectively with members, staff, internal and external stakeholders

• Analytical mindset with the ability to interpret data and make informed decisions to drive performance improvement.

• Ability to thrive in a fast-paced environment and adapt to changing priorities and deadlines.

• Commitment to quality, compliance, and customer service excellence.

• Solid understanding of customer service principles, best practices, and technologies, including call center software and CRM systems

Join our team and play a pivotal role in providing exceptional service to Medicare Advantage plan members!

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Dallas Becerra-Bell at ~~~ or ~~~ . Kindly forward this to any other interested parties-thank you!

The expected base salary for this position ranges from $90,000 to $120,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.

About Us

CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit ~~~ .

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company in every country in which we operate.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

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ID 2024-10669

Title Medicare Advantage Plan Call Center Manager

Location US-CA-