Manager of Customer Experience - Customer Service

Health First - Rockledge, FL3.8

Full-time
POSITION SUMMARY\: To be fully engaged in providing Uncompromised Safety, Superior Quality, Memorable Patient/Customer Experiences, and Financial Stewardship by effectively managing the Health First Health Plans’ Call Center to meet the needs of internal and external customers. The individual will provide leadership and operations management skills to achieve operational efficiency and create a workplace of choice. Success will be based on the individual’s ability to lead a team, manage a complex operation, understand and communicate corporate objectives, and remain accountable for meeting departmental performance objectives. PRIMARY ACCOUNTABILITIES\: Engaging associates by creating a positive workplace, implementing action plans resulting from the annual Gallup Survey. Meet with all direct reports individually at least monthly to promote engagement of the associate and promote engagement of any direct reports. Develop an action plan to improve the engagements of all department associates. Administering departmental recognition and rewards program. Monitoring, reporting, and striving to achieve goals related to Call Center service level indicators. Manages HFHP Call center team including, but not limited to call center, corporate lobby, and member communications. Develops and coordinates training Reporting any issues generating significant telephone calls or complaints. Providing assistance with development and review of policies and procedures to ensure all regulatory and governing body requirements are included in departmental processes. Develop and review performance measurement tools to ensure departmental and corporate goals are appropriately tracked and monitored. Documenting, measuring and improving processes in the Call Center to improve quality and efficiency. Developing Call Center staffing schedule and forecasting tools to maintain appropriate resources, managing attendance and coordinating coverage as necessary. Conducting annual and new associate performance reviews of designated associates with approved measurement tools as required to meet compliance standards. Communicating company and Call Center activities to associates. Providing continual feedback and coaching to associates regarding call quality and productivity . Conducting counseling or positive discipline with associates as necessary. Helping associates create professional development plans.

Qualification:
QUALIFICATIONS REQUIRED\: Bachelor’s degree, Master’s preferred Minimum of 5 years leadership experience Minimum of 8 years combined experience with Call Centers, Health Care Business Office, or Insurance Companies Preferred, minimum of 1 year of employment with Health First Health Plans Proven ability to manage people and tasks Knowledge of Human Resource policies and procedures Advanced computer skills, including Microsoft Office applications