Call Center Operations Manager

Join a dynamic, growing high-tech/high-touch healthcare organization that makes a unique contribution to the lives of hundreds of thousands of individuals.

ABOUT LIFEMASTERS:LifeMasters Supported SelfCare, Inc. is an exciting national disease management company whose mission is to help individuals achieve and maintain optimal health by closing the gaps in medical care and encourage the adoption of healthy lifestyles. With more than a decade of experience, we are experts at delivering disease management services to individuals with chronic diseases such as diabetes, cardiovascular disease, respiratory disease, musculoskeletal conditions and their co-morbidities.

POSITION SUMMARY:

This position is responsible for assisting with the overall management and leadership of the site call center operations and participant education process. In the absence of the operations manager, the incumbent is responsible to act on the operations manager's behalf as the site leader. The incumbent will lead a team of clinical and/or enrollment managers, their teams and other personnel as assigned. Maintains confidentiality of all privileged information.

PRINCIPAL DUTIES:

* Responsible for leading a team of clinical and/or enrollment team managers in the daily call center operations to deliver results around participant experience/satisfaction, employee engagement, key performance indicators and corporate initiatives.

* Attain or exceed the strategic business initiatives for the call center.

* Manage service standards and lead staff daily activities to ensure that standards are met.

* Develop goals for efficiency and effectiveness, and lead and develop staff to ensure goals are attained.

* Routinely monitor processes and outcomes to ensure the overall quality of our clinical services.

* Ensure clinical staff is proficient in three key competencies: clinical, soft"/service skills, and behavioral change skills.

* Partner with Enrollment and Fulfillment Manager to ensure our clinical services are well integrated into overall success of the HIS organization.

* Participate in client meetings to promote LM's value proposition of participant relationship differentiation, ensuring our operations deliver on this proposition.

* Pro-actively partner with clients to ensure their program needs are being met, and resolve any issues in a timely manner.

* Monitor timelines and activities for new projects to ensure that timely program/project implementation occurs.

* Manage procedures to routinely measure and monitor client and physician satisfaction.

* Manage budgets in coordination with the operations manager and performance manager, to ensure appropriate staffing levels, equipment, and enhancements necessary to meet service standards and participant, client, and physician needs.

REQUIREMENTS:

* Five plus years leadership experience in a call center environment, to include managing both exempt and non-exempt employees.

* Experience in championing change, motivating persuasively, and getting results.

EDUCATION:

* Bachelor degree in Health Sciences, Business Administration, Information Technology or related area.

TRAVEL REQUIRED: OccasionalBENEFITS:LifeMasters rewards its employees with a rich benefits package including; 20 days Paid Time Off, Paid Holidays, Medical/Dental/Vision, Cafeteria Plan, Life Insurance, AD&D, Short Term and Long Term Disability Insurance, 401k with Company Match, Flexible Spending Accounts, Domestic Partner Benefits, Education Assistance, Employee Assistance Program, Direct Deposit, Discounted Health Club Memberships, On-site Flu Shots and Health Fairs, and On-line Benefits and Payroll information. LifeMasters recognizes and rewards the diverse needs of its workforce by offering most benefits to Employees who work a minimum of 20 hours per week and most benefits become effective the first day of the month following your date of employment.

LifeMasters offers a fun, caring and casual workplace. In addition, to our comprehensive benefits package, we provide professional development and opportunities for career advancement.

AA/EOE/M/F/V/D