Position Purpose: Responsible for the development, implementation and management of call center related initiatives that impact health plan member and provider operations. Manage service levels and identify service opportunities, new business implementations, and product expansions specific to service delivery.
Identify and implement strategies to maximize call center service level performance
Develop, implement, and oversee activities related to new health plan call center development including recruitment, process design, technology deployment, and service operations management
Develop, implement and manage programs centered on member satisfaction, training and quality
Initiate, design, and implement process improvement initiatives and analysis, department business development, and annual satisfaction initiatives
Manage all service related initiatives including identification of business need, strategy recommendation, project outline, management of deliverables, and ROI
Work collaboratively to facilitate the design, development and implementation of policies, procedures and practices related to call center operations
Implement new business initiatives including system design, implementation, and performance management
Coordinate with business partners to diagnose and resolve issues that will meet end user requirements.
Develop and monitor service level report to ensure compliance with company metrics and standards.
Work collaboratively with technical support to manage operational systems and ensure reporting and metrics are viable
25-30% travel required
Education/Experience: Bachelor's degree in Business, Information Systems, Operations or related field. 7 years of call center operations experience.
Experience with IVR, quality monitoring, and workforce management applications. Experience in business requirement definition, training, project management, and system/process implementation. Previous management experience including responsibilities for hiring, training, assigning work and managing performance of staff. Health plan operations and vendor management experience preferred.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.