About the Role
Title: Manager, Call Center Operations (Clinical)
Location: Remote-AZ / Remote-TX
Job Description:
time type
Full time
job requisition id
1557983
You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
This position is remote, but the working time zone is preferred to be in CST or MST.
This program requires a Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy or Substance Abuse Counseling with one of the following active licenses: Licensed Professional Counselor, Licensed Clinical Social Worker, Licensed Marriage and Family Therapist, Licensed Psychologist, or Licensed Independent Substance Abuse Counselor
Position Purpose: Manage the implementation, maintenance and evaluation of organizational goals and strategies within the call center environment. Manage the daily operations of 24 hour, seven days a week call centers. Mentor subordinate site management in effective leadership and management skills.
- Serve internal and external customers through oversight of service delivery to exceed quality audit goals and successful and timely problem resolution.
- Mentor call center leadership towards optimal management practice and skill development as measured through performance evaluations and goals achievement.
- Build effective workforce through identification of key characteristics for call center roles; actively engage in recruiting activities, and active achievement of staff job description responsibilities.
- Ensure sufficient staffing to meet contractual, quality and compliance goals.
- Oversee planning and delivery of training and orientation of staff with resultant positive employee, member and client satisfaction scores.
- Develop, implement and monitor performance standards for staff as demonstrated by client and customer satisfaction and feedback, and achievement of quality monitoring and productivity goals.
- Serve as a liaison to internal and external customers to resolve client-based or contractual issues.
- Ensure development and implementation of unit and department work flows as evidence by increased efficiencies and decrease in concern trends.
- Accountable for fiscal management within budgetary parameters and effective allocation of resources within responsible call center.
- Administer policies and procedures and ensures compliance.
- Maintain and monitor compliance with regulatory standards as evidenced by successful site audits and adequate licensure coverage for lines of business
- Accountable for oversight of facilities’, equipment and vendor agreements.
- Research and implement “best practices” in industry.
- Responsible for successful integration of acquisitions, programs, and new business as measured by customer and client feedback.
- Performs other duties as assigned
- Complies with all policies and standards
Education/Experience: Bachelor’s degree in Nursing or other related field. Certain programs may require a Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy or Substance Abuse Counseling as alternative. Master’s degree preferred. 5+ years of relevant clinical and administrative experience. Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff. Call Center experience preferred.
License/Certification: Must have one of the following: RN, Licensed Professional Counselor, Licensed Clinical Social Worker, Licensed Marriage and Family Therapist, Licensed Psychologist, or Licensed Independent Substance Abuse Counselor.