MedGroup Contact Center Manager

Salary Range: $80700.00 - 168500.00 Annually

Salary Range: $80,700 - $168,500/annually

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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 As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer. Current/former UC employees are subject to a personnel file review.