Manager, Call Center Operations

The role supports the Senior Operations Manager in ensuring overall Call Center and campaign specific objectives are met, as well as striving for continual improvement through process and performance management. This is achieved by providing leadership and direction to Program Managers, monitoring reporting for KPIs, working closely with the Account Services team, the Implementation team and liaising with clients. Serves as an escalation point for both internal and external issues.

Essential Functions (Primary)

The day to day functions include (but are not limited to) the following:

• Maintaining oversight of multiple programs

• Development of staff

• Liaison with Training, Quality, and Licensing

• Goal Setting and initiating change if goals are not meeting expectations

• Reporting on Ops Performance/ Day to Day/ Seasonal

• Monitoring Billing Requirements

• Reviewing and interpreting daily reporting in relation to KPIs and staffing – instigating change or providing recommendations where needed

• Tracking Call Center deliverables and initiating change if not meeting targets

• Managing incentive programs

• Examining internal and external reports for accuracy and trends

• Assisting Client Services with Client requests for information/stats

• Recommending improvement opportunities/helping to gain Call Center efficiencies

• Ensuring company policies are being implemented and upheld consistently

Candidates who cannot perform some or all of these duties because of disabilities will nevertheless receive full consideration for the job based on their ability to perform essential functions.

Education/Experience

• Bachelors Degree in Business administration/management or Healthcare Administration or equivalent work experience

• Minimum 3 years’ experience in a Healthcare Call Center operations role or equivalent

• Minimum of 5 years’ experience supervising or leading others, 3 of which are in a call center environment

• Demonstrated knowledge of Managed Care concepts and principles, call center operations, care and the application of specific benefit plans preferred.

• Experience in client-facing role

• Proven people-management skills, developing people to achieve success

• Previous Program Management experience a plus

• Good working knowledge Microsoft Office Products (Excel, Word, Outlook, PowerPoint)

Skills/Knowledge/Abilities

• Excellent communication skills, written and verbal

• Critical thinking and problem-solving skills

• Ability to work under pressure

• Ability to deal with conflict and find resolutions

• Willingness to work beyond usual business hours when needed

• Desire to strive for excellence

• Requires excellent leadership skills, including the ability to prioritize, problem-solve and multi-task in a fast-paced environment

What We Offer

At Advise / Bloom, we offer an engaging, supportive work environment, great benefits, and the opportunity to build the career you always wanted. Benefits of working for Advise / Bloom include:

• Competitive compensation

• Comprehensive health benefits

• Long-term career growth and mentoring

About Advise

Advise Insurance is a licensed Medicare agency that aims to preserve the patient–physician relationship and help build a better healthcare experience. We provide education that explains how Medicare works and helps beneficiaries select a plan that meets their healthcare needs and includes their trusted doctor.

About Bloom

As an insurance services company licensed in 48 contiguous U.S. states, Bloom focuses on enabling health plans to increase membership and improve the enrollee experience while reducing costs. We concentrate on two areas of service: technology services and call center services and are committed to ensuring our state-of-the-art software products and services provide greater efficiency and cost savings to clients.

Ascend Technology ™

Advise / Bloom provides advanced sales and enrollment automation technology to the insurance industry through our Ascend ™. Our Ascend™ technology platform focuses on sales automation efficiencies and optimizing the member experience from the first moment a prospect considers a health plan membership.

Advise / Bloom is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.