Program Manager - Call Center (Remote)

Description & Requirements

The program provides a virtual triage service in support of patient care and treatment for a targeted audience. Using a patient-centric approach, the clinical and non-clinical team will assess and direct callers to the appropriate level of care, source providers, facilitate medical appointments and answer program questions.

This person will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met.

Reporting to the Senior Project Manager, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters.

Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management

Position is contingent upon contract award*

Essential Duties and Responsibilities :

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures.
• Provide assistance and updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Collaborate with the customers to ensure open communication, cooperation, and timely issue resolution.
• Address inadequate quality issues with the supervisory and management teams in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.
• Monitor call center compliance with ISO standards as applicable.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level.
• Participate in contact center staff hiring process
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Minimum Requirements

• Bachelor's degree in relevant field of study and 7+ years of relevant professional experience required, or equivalent combination of education and experience.
• Three (3) years of people management experience.
• Ability to obtain US Security Clearance
• 5-7 years of relevant work experience managing multiple contact centers in lieu of degree
• Experience in customer service, performance evaluation, and process improvement.
• Experience in large volume staff training and coaching
• Demonstrate knowledge of health contact center standards

Preferred Qualifications

• Excellent written and oral communication skills
• Strong interpersonal skills with the ability to build relationships at all levels
• Proactive, self-starter with the ability to work well in a team environment
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multi-tasking
• Experience working remotely as part of a team including using Microsoft Office Suite, Teams, Zoom, SharePoint, and other digital tools

Home Office Requirements

• Maximus provides company-issued computer equipment
• Reliable high-speed internet service
• Minimum 20 Mpbs download speeds / 50 Mpbs for shared internet connectivity
• Minimum 5 Mpbs upload speeds

LI-Remote

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action / Equal Opportunity Employer.

Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment.

Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards.

Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off.

Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience.

An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Annual Base Pay Minimum for this Position

100,000.00

Annual Base Pay Maximum for this Position

130,000.00