HartfordRecruiter Since 2001
the smart solution for Hartford jobs

Director of Call Center Quality and Compliance

Company: MetroPlus Health Plan
Location: Hartford
Posted on: January 12, 2021

Job Description:

About NYC Health + HospitalsMetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.Position OverviewThis position will serve as a central point of contact for quality needs to identify trends and improvement opportunities on an individual, team, and call center levels with the objective of improving customer satisfaction while meeting regulatory and compliance requirements. Working in collaboration with the customer service management team, this role is responsible for the oversight of the quality for call center including compliance, audits and training and knowledge management. Job Description* Proactively identify, analyze, remediate, or modify operational processes that eliminate excess capacity, defects in workforce models and forecasts to deliver best in class workforce plans.* Serve as the subject matter expert for various project implementation teams.* Works with the Senior Director of Customer Service to develop/maintain department performance goals and objectives which is cascaded down to each individual team member as appropriate.* Partner with Learning and Organizational Development to ensure that new hire and ongoing training represents training and organizational best practices, and all contractual requirements are met.* Ensures the availability of a robust knowledge management system that has a comprehensive library of desk manuals that contains all plan information and processes; and maintains the knowledge management in accordance with contract ensuring that all CSRs utilize the system as a source of information.* Oversees the call centers quality assurance and implements any necessary corrective actions to ensure consistent application of all laws, regulations, and policies.* Works directly with Compliance team to plan internal audits, prepare for external audits and plan readiness assessment by collecting and evaluating internal processes ensuring alignment with regulatory requirements.* Complete regular analysis (monthly and quarterly) of call center performance reports and ensure accuracy and timely distribution of reports that provide insight to performance.* Oversight of Call Center vendor performance and conduct monthly evaluations based on agreed upon SLAs.* Ensures MetroPlus Healths Call Center follows and complies with all contract, state and regulatory agency guidelines and standards.* Develop and manage annual operations budget. Track invoices and expenditures ensuring careful evaluation of trends and expenses that impact budget.Minimum Qualifications* Bachelor of Science in Healthcare, Business Administration degree or higher strongly preferred* Lean Six Sigma certification (Yellow, White or Green Belt) preferred OR demonstrated quality management and continous process improvement experience* Minimum 5-7 years of Call Center/Contact Center management experience* Experience with call center systems (e.g. Avaya, Cisco, NICE, Verint, Salesforce, etc.)* Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs and KPIs required.* Proven ability to develop and manage budget.* Computer Skills: Advanced skills with suite of Microsoft products including Outlook, Word,Visio, Power Point and Excel Professional Competencies* Integrity and Trust* Charisma* Customer Focus* Functional/Technical skills* Excellent Written/Oral Communication* Strong People Managementby Jobble

Keywords: MetroPlus Health Plan, Hartford , Director of Call Center Quality and Compliance, Executive , Hartford, Connecticut

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Project Manager
Description: We are seeking a Project Manager with construction background to join our clients winning team in Pittsfield, MA. Under the direction of the Project Executive, the Project Manager is responsible for daily (more...)
Company: Nesco Resource
Location: Pittsfield
Posted on: 01/20/2021

Channel Manager
Description: Kelly Services is currently hiring Assemblers--for an international biotechnology product development company in Asheville, NC 28804. Near Weaverville area Shifts: Shift hours will vary based on client's (more...)
Company: Careerbuilder-US
Location: New Britain
Posted on: 01/20/2021

Senior Manager QC Testing - Vaccine
Description: Location:Location: Meriden, CT and Pearl River NYWho You Are:You are a dynamic leader with extensive experience in managing multi-site cGMP Microbiology laboratories in high throughput fast paced manufacturing (more...)
Company: Sanofi
Location: Meriden
Posted on: 01/20/2021


MIT (Manager in training)
Description: I am looking to fill an MIT position I have open.
Company: Healthcare Services Group
Location: Medford
Posted on: 01/20/2021

Retail Management - Springfield, MA and Surrounding Area
Description: Store Manager--- directly influences the performance of everyone who interacts with guests and supports a solution selling environment. The Store Leader is responsible for fostering a selling culture (more...)
Company: Gamestop, Inc.
Location: Leominster
Posted on: 01/20/2021

Center Manager - Albany
Description: SCOPE AND ESSENTIAL RESPONSIBLITIES: li Achieve volume, revenue, and profitability goals li Appropriately staff and manage center talent and hold entire team accountable li Implement and execute (more...)
Company: Hairclub
Location: Troy
Posted on: 01/20/2021

Director of Structural and Congenital Heart Program
Description: OverviewDirector - Structural and Congenital Heart ProgramHeart and Vascular HospitalHackensack University Medical CenterHackensack Meridian Health is seeking a Director of the Structural and Congenital (more...)
Company: Meridian Health
Location: Hackensack
Posted on: 01/20/2021

Sr Account Director - IT Solutions Overlay - East
Description: About Lumen Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we (more...)
Company: Lumen
Location: New Britain
Posted on: 01/20/2021

Senior Account Manager - MedTech
Description: Currently we are looking for an Account Manager, anywhere across the United States - with solid experience in MedTech.Our ideal candidate will act as the point of contact for clients, prospects, Account (more...)
Company: True North Consulting
Location: Westport
Posted on: 01/20/2021

Travel Nurse RN - Case Management - $2,948 per week
Description: Host Healthcare is seeking a travel nurse RN Case Management for a travel nursing job in White Plains, New York.Job Description Requirements ul li Specialty: Case Management li Discipline: RN (more...)
Company: NurseFly
Location: White Plains
Posted on: 01/20/2021

Log In or Create An Account

Get the latest Connecticut jobs by following @recnetCT on Twitter!

Hartford RSS job feeds