Manager, Customer Care Operations

Job Summary :

The Manager, Customer Care Operations manages all aspects of outbound call center operations in conjunction with department to identify opportunities to improve the member experience and plan benefit outcomes.

Responsibilities include overseeing CareSource's Transportation and Translation service benefits and the oversight and partnership with department vendors across all CareSource plans.

Essential Functions :

• Implement and review outbound policies and procedures for each required campaign
• Manage dialer and manual outbound campaigns
• Collaborate with other departments to ensure outbound campaigns are properly scheduled, executed, and defined from a measurement results standpoint
• Oversee the outbound workflow to ensure performance standards are achieved
• Ensure adherence to TCPA guidelines and regulations
• Establish benchmarks for outbound campaign performance
• Recommend strategic changes that will drive improvements in outbound performance and add additional value to the organization
• Determine outbound operational strategies by conducting needs assessments, campaign performance post reviews, capacity planning and cost benefit analysis
• Execute call campaigns across multiple markets that drive customer loyalty
• Compile reports and departmental communications
• Manage vendor performance against SLA expectations, anticipating any challenges early and partnering in mitigation planning with vendor leadership;

when necessary, adhere to contractual penalties when established SLAs are missed

• Collaborate with Vendor Oversight and Compliance to validate performance results of vendors and ensure vendors meet contract expectations
• Monitor vendor performance and collaborate to ensure consistency with Customer Care operational leadership
• Ensure vendor budget performs to forecasted plan
• Contribute to drafting contract requirements for vendor service agreements to align performance expectations with federal, state and contract requirements
• Perform audit functions with vendors, including assessing systems, policies and procedures, training, and business continuity plans
• Maintain positive relationship with internal and external customers
• Responsible for hiring, training, coaching and developing direct reports including performance management
• Perform any other job duties as requested

Education and Experience :

• Bachelor's Degree in Business related field or equivalent years of relevant work experience is required
• Minimum of five (5) years of call center operations experience is required, preferably in health care, and to include two (2) years in vendor relationships
• Previous management / leadership experience is required, preferably in a call center environment
• Previous experience in an HMO environment or related industry preferred
• Experience with NCQA or URAC is preferred

Competencies, Knowledge and Skills :

• Proficient in Microsoft Word, Excel, and PowerPoint
• Exceptional dialer campaign expertise and campaign strategy expertise
• Knowledge of health care federal and state regulatory requirements
• Applied knowledge in a business healthcare setting of quality improvement theory, research design and statistics
• Demonstrated ability to work effectively and productively with varied levels of personnel and business organizations
• Proven analytical ability in identifying problems, developing solutions and implementing effective courses of action
• Critical thinking and management skills
• Collaboration and conflict resolution skill sets
• Familiarity of healthcare field
• Strong critical thinking and management skills
• Strong collaboration and conflict resolution skill sets
• Leadership / management skills
• Ability to work in a fast-past environment
• Attention to detail
• Ability to develop, prioritize and accomplish goals / time management
• Strong decision making and problem solving skills
• Exceptional written and verbal communication skills
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills
• Display a customer service, member-focused orientation

Licensure and Certification :

None

Working Conditions :

General office environment; may be required to sit or stand for extended periods of time

Compensation Range :

$79,800.00 - $127,600.00 CareSource takes into consideration a combination of a candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level.

We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type : Salary

Salary

Competencies :

Create an Inclusive Environment- Cultivate Partnerships- Develop Self and Others- Drive Execution- Influence Others- Pursue Personal Excellence- Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer, including disability and veteran status.

We are committed to a diverse and inclusive work environment.