Clinical Nurse Manager, Field Care Delivery
ConcertoCare
Manager, Call Center Operations – Clinical
Centene Corporation
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $86,000 - $154,700 per year
Job Level
Mid-LevelSenior
About the role
- Manage the implementation, maintenance and evaluation of organizational goals and strategies within the call center environment. Manage the daily operations of 24 hour, seven days a week call centers. Mentor subordinate site management in effective leadership and management skills. Serve internal and external customers through oversight of service delivery to exceed quality audit goals and successful and timely problem resolution. Mentor call center leadership towards optimal management practice and skill development as measured through performance evaluations and goals achievement. Build effective workforce through identification of key characteristics for call center roles; actively engage in recruiting activities, and active achievement of staff job description responsibilities. Ensure sufficient staffing to meet contractual, quality and compliance goals. Oversee planning and delivery of training and orientation of staff with resultant positive employee, member and client satisfaction scores. Develop, implement and monitor performance standards for staff as demonstrated by client and customer satisfaction and feedback, and achievement of quality monitoring and productivity goals. Serve as a liaison to internal and external customers to resolve client-based or contractual issues. Ensure development and implementation of unit and department work flows as evidence by increased efficiencies and decrease in concern trends. Accountable for fiscal management within budgetary parameters and effective allocation of resources within responsible call center. Administer policies and procedures and ensures compliance. Maintain and monitor compliance with regulatory standards as evidenced by successful site audits and adequate licensure coverage for lines of business Accountable for oversight of facilities’, equipment and vendor agreements. Research and implement “best practices” in industry. Responsible for successful integration of acquisitions, programs, and new business as measured by customer and client feedback. Performs other duties as assigned Complies with all policies and standards.
Requirements
- Ideal candidate will be located in central or mountain time zone with clinical license and prior experience in behavioral health. Additionally, we ideally seek an individual with a minimum of 5 years of management experience and experience working within a call center environment. Bachelor’s degree in Nursing or other related field. Certain programs may require a Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy or Substance Abuse Counseling as alternative. Master’s degree preferred. 5+ years of relevant clinical and administrative experience. Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff. Call Center experience preferred. Must have one of the following: RN, Licensed Professional Counselor, Licensed Clinical Social Worker, Licensed Marriage and Family Therapist, Licensed Psychologist, or Licensed Independent Substance Abuse Counselor.
