MedGroup Contact Center Manager

We are looking for a leader with:

Required:

• A Bachelor’s degree in a related field and/or equivalent combination of education, training, and experience
• 5 or more years of progressively responsible experience in contact center operations, patient support services, healthcare customer service or related field
• Able to effectively supervise, organize, schedule, prioritize, and direct staff activities and operational workflow
• Knowledgeable of contact center operations, customer service techniques, performance metrics, quality assurance practices, and industry best practices
• Ability to manage contact center performance metrics, productivity standards, service levels, and operational workflows to achieve departmental goals
• Ability to analyze operational and financial data, identify trends, determine root causes, and implement effective process improvements
• Knowledgeable of contact center technologies, telephony platforms, customer relationship management (CRM) systems, reporting tools, and workforce management applications.
• Working knowledge of medical, insurance, patient access, and billing terminology, including healthcare operational workflows
• Interpersonal skills to effectively collaborate with patients, providers, health plans, vendors, management, and staff across diverse functional areas
• Ability to communicate clearly and effectively, both verbally and in writing, and to convey complex information to various audiences
• Ability to coach, mentor, develop, motivate, and positively influence supervisors and staff to achieve operational and service objectives
• Solid critical-thinking, decision-making, conflict resolution, and problem-solving skills, including the ability to evaluate complex situations and implement appropriate solutions
• Knowledgeable of HR policies, performance management practices, employee development principles, and supervisory responsibilities
• Working knowledge of HIPAA, privacy requirements, organizational policies, and applicable regulatory and accreditation standards

Preferred:

• 2 or more years of supervisory or management experience leading staff in a contact center, customer service, patient support, or healthcare operations environment
• Familiarity with health plan processes, eligibility verification, benefit interpretation, National Committee for Quality Assurance (NCQA), and Healthcare Effectiveness Data and Information Set (HEDIS) standards