Director, Quality Improvement, HEDIS Operations
Centene Corporation
Operations Manager
EnrollHere, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Junior
Tech Stack
ElasticSearch
About the role
- - Maintain and monitor daily operational workflows across departments.
- - Assist in routing and queue marketplace management to ensure consistent, efficient call flows aligned with campaign requirements.
- - Coordinate with internal teams and partners to adjust routing for performance and compliance.
- - Proactively identify bottlenecks or inefficiencies in call flows.
- - Recommend and implement process automation to improve efficiency and reduce manual work.
- - Collaborate with tech/product teams to enhance dialer platform routing capabilities and performance reporting.
- - Track daily tasks and manage cross-functional priorities.
- - Maintain operational dashboards and performance reports.
- - Ensure communication loops between teams to prevent operational gaps.
- - Monitor escalations and ensure timely follow-up on client-facing issues.
- - Support customer success teams with renewal tracking, onboarding follow-up, and resource distribution.
- - Document and share customer feedback to inform process and product improvements.
- - Monitor affiliate call traffic for quality, compliance, and performance.
- - Address traffic issues with actionable feedback to partners.
- - Maintain updated offers and configurations within the affiliate marketplace.
- - Keep documentation and dashboards accurate and current.
- - Coordinate new client onboarding workflows and ensure resource distribution.
- - Assist in creating, organizing, and enforcing Standard Operating Procedures (SOPs).
- - Develop contingency plans to maintain call flow continuity during outages, partner downtime, or compliance escalations.
- - Help enforce compliance with CMS, TCPA, and other regulations.
- - Maintain documentation of compliance checks, audits, and traffic quality reports.
Requirements
- - 1–2 years in operations, customer success, or technical support in SaaS, call center tech, or lead generation.
- - Experience with call routing, queue management, and dialer operations.
- - Strong attention to detail; ability to maintain dashboards, SOPs, and accurate documentation.
- - Ability to manage day-to-day workflows across multiple teams and adjust routing quickly.
- - Familiarity with KPI tracking and operational reporting tools (Excel, Google Sheets, BI dashboards, Elasticsearch/Kibana).
- - Understanding of CMS, TCPA, and other relevant compliance frameworks.
- - Excellent problem-solving and follow-up skills to address operational bottlenecks or quality issues.
Benefits
- We believe in taking care of our team, which is why we offer a comprehensive benefits package that supports your health, wellness, and future:
- - Medical: 4 United Healthcare medical plans (including an HSA option)
- - Dental: 3 dental plans (Aetna and MetLife)
- - Vision: 2 Aetna vision plans
- - Wellness & Mental Health: 5 additional Medical Plus benefits, including telehealth support and an annual Talkspace subscription
- - Ancillary Coverage: 4 ancillary plans and supplemental life insurance
- - Retirement: 401(k) with a 4% match (after a 90-day exclusionary period)
- - PTO & Flexibility: Generous PTO and remote work support
- - Growth: Learning stipends and opportunities for professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call routingqueue managementdialer operationsprocess automationKPI trackingoperational reportingdocumentationperformance reportingcontingency planningcompliance checks
Soft skills
attention to detailproblem-solvingcommunicationcollaborationorganizational skillstime managementadaptabilitycustomer success supportfollow-up skillsanalytical thinking
