AVP, Medicare Call Center Operations (REMOTE)

About the position The Associate Vice President of Call Center Operations plays a critical role in managing and optimizing call center operations, with a focus on supporting Medicare-related services. As an AVP, you'll lead a team responsible for delivering exceptional customer service to Medicare beneficiaries. This position requires strategic leadership to develop and execute strategies that enhance call center performance, ensuring efficient handling of Medicare inquiries, claims, and member services. You will collaborate with cross-functional teams to align call center operations with Medicare compliance and quality standards. In terms of operational excellence, you will oversee day-to-day call center activities, including call volume management, workforce planning, and performance metrics. Implementing best practices to improve efficiency, accuracy, and member satisfaction will be a key responsibility. You will ensure that teams deliver effective customer service for all service needs, including benefits, claims, billing inquiries, service requests, suggestions, and complaints. Additionally, you will be responsible for resolving both member and provider inquiries and complaints fairly and effectively, providing direction and coordination to deliver accurate product and service information to members and providers. Identifying opportunities to increase membership by improving the member and provider experience will also be part of your role. You will recommend and implement programs to support member and provider needs while working within a matrix environment with dotted line relationships across multiple lines of business. Ensuring compliance with Medicare guidelines and regulations is crucial, as is driving and maintaining relationships with all contact center vendors to ensure performance excellence. You will provide leadership and oversight of all call center vendors, ensuring they meet all key performance indicators and contractual requirements. Quality assurance is another critical aspect of this role. You will monitor call center interactions to maintain high-quality service, implement quality control processes, and provide feedback to agents. Addressing escalated issues promptly will be essential to maintaining service standards. In terms of technology and process improvement, you will evaluate call center technologies and tools to enhance productivity and member experience, identifying process bottlenecks and recommending improvements. Stakeholder collaboration is also key, as you will work closely with Medicare program managers, compliance officers, and other relevant stakeholders, providing regular updates on call center performance and initiatives. Responsibilities • Develop and execute strategies to enhance call center performance, ensuring efficient handling of Medicare inquiries, claims, and member services. , • Collaborate with cross-functional teams to align call center operations with Medicare compliance and quality standards. , • Oversee day-to-day call center activities, including call volume management, workforce planning, and performance metrics. , • Implement best practices to improve efficiency, accuracy, and member satisfaction. , • Ensure teams deliver effective customer service for all service needs including benefits, claims, billing inquiries, service requests, suggestions, and complaints. , • Resolve both member and provider inquiries and complaints fairly and effectively, directly and through team members. , • Provide direction and coordination to deliver accurate product and service information to members and providers. , • Identify opportunities to increase membership by improving our member and provider experience. , • Recommend and implement programs to support member and provider needs. , • Ensure compliance with Medicare guidelines and regulations. , • Drive and maintain relationships with all contact center vendors to drive performance excellence. , • Provide leadership and oversight of all call center vendors, ensuring they meet all key performance indicators and contractual requirements. , • Monitor call center interactions to maintain high-quality service. , • Implement quality control processes and provide feedback to agents. , • Address escalated issues promptly. , • Evaluate call center technologies and tools to enhance productivity and member experience. , • Identify process bottlenecks and recommend improvements. , • Work closely with Medicare program managers, compliance officers, and other relevant stakeholders. , • Provide regular updates on call center performance and initiatives. Requirements • Proven experience in call center operations management, preferably in a healthcare or Medicare environment. , • Strong leadership skills with the ability to motivate and manage teams effectively. , • Excellent communication and interpersonal skills to collaborate with cross-functional teams and stakeholders. , • In-depth knowledge of Medicare guidelines and regulations. , • Experience in developing and implementing strategies to improve call center performance and customer satisfaction. , • Ability to analyze performance metrics and implement improvements based on data-driven insights. , • Strong problem-solving skills to address escalated issues and improve service quality. Nice-to-haves • Experience with call center technology and tools to enhance productivity. , • Familiarity with quality assurance processes in a call center environment. , • Knowledge of vendor management and performance oversight. Benefits • Work from home option available. , • Competitive salary range between $140k and $274k per year. Apply Job!