Assistant Director, Provider Call Center

Responsibilities

• Direct activities of the Department including: establish procedures, assign responsibilities, ensure compliance, communicate information, monitor performance, and coordinate functions within the department
• Analyze call center operations, evaluate performance and develop strategic plans to improve or expand upon current operation to ensure department goals are met; develop, recommend, and implement plan of action to address underperforming areas
• Communicate, monitor, and enforce adherence to policies, procedures, and objectives in accordance with Fund mission
• Conduct ongoing staff training activities to ensure quality customer service
• Perform special projects and assignments as directed by management
• Oversee the selection, training, and periodic evaluation of management staff
• Identify, develop, and issue metric reports to track daily and monthly activities
• Ensure provider self-service software and resources are updated and working properly
• Oversee Provider Call Center operations to ensure optimal customer service to the Fund’s provider network.

Qualifications:

• Strong project management experience, with ability to collaborate, mentor, coach and train staff to ensure servicing goals are met;
• Bachelor’s Degree or equivalent years of work experience required
• Proficiency in Microsoft Office applications (i.e., Word, Excel and Outlook)
• Proven multi-tasking skills and ability to meet critical deadlines
• Demonstrated progressive experience requiring independent decision making, planning, scheduling and assignment of work to include Exceptional organizational, leadership, time management, and analytical skills
• Superb communication skills (verbal and written) and professional manner/presentation a must
• Comprehensive knowledge of ACD and CRM applications, and customer service metrics
• Minimum six (6) years of responsible work experience supervising, managing and coordinating a large Call Center; to include four (4) years experience supervising both exempt and non-exempt personnel

As a condition of employment, we require staff to be fully vaccinated against Covid-19 and to provide documentation of receiving the Covid-19 Vaccine. We will consider reasonable accommodation requests for medical and religious reasons as required by applicable law.