Call Center Operations Manager - Full-time / Part-time

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Sets team direction, resolves problems and provides guidance to members of own team.
- Oversees work activities of other supervisors.
- Adapts departmental plans and priorities to address business and operational challenges.
- Influences or provides input to forecasting and planning activities.
-Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass
mailings, call directing/rerouting, weather emergencies)
-Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
-Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
-Obtain and apply knowledge of benefit structures/designs for contracted or acquired companies
-Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
-Maintain knowledge of information/process changes due to healthcare reform, referring to applicable company resources (e.g.,
dependent age, removal of lifetime limits, free preventive care services, Medical Loss Ratio)
-Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business
partners, points of contact)
-Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto-adjudication)
-Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources (e.g., IBAAG, SOP,
AYS, SPDs, policies/procedures)
-Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
-Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, COBRA, FSA, HRA)

Minimum Requirements

Bachelor's degree preferred, equivilant experience may be considered
Act in a way aligned with our value and cultre
Ability to communicate at different levels
Ability to engage, motivate, and empower team to meet a shared set of goals.

“Our vision is to be seen as world class in the eyes of our clients by providing superior service through integrated outsourcing solutions.” – Jack LeFort, Founder and CEO