AVP, Medicare Call Center Operations (REMOTE)

About the position 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 tot his job Apply To this Job