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Vice President, Contact Centers - National Medicare

Company: Corporate
Location: Jefferson City
Posted on: May 24, 2023

Job Description:

Centene is transforming the health of our communities one person at a time. --As an Executive on our team, you could be the one who changes everything for our 26 million members.--Position Purpose: Oversee all service operations functions to ensure optimal delivery to the entire customer base in existing and future lines of business, while meeting all internal goals and maintaining compliance. Determine strategies to effectively service customers and providers through the call center and oversee Inbound/Outbound call center staff and vendor management staff. Ensure all operational performance metrics are met or exceeded while working closely with vendors to develop on-going continuous improvement plans, strengthen relationships and propel Centene to take advantage of the full suite of modern technological advances.Establish and direct the strategic vision and objectives for contact center enterprise wide.-- Ensure that corporate service level agreements (SLA) are met or exceeded through approving staff standards to ensure quality encounters with customers and providersDevelop and maintain relationships with all contact center vendors and Health Plan call centers to drive performance excellence enterprise. Provide leadership for the Vendor Management staff to ensure that all vendors and sites are connected and aligned with the goals and objectives of Centene. Ensure vendor management staff and contact centers meet all key performance indicators including ASA, Blockage, ACW, FCR, SL, Quality, and customer satisfactionAnalyze data and identify trends to ensure expectations are met and provide regular updates to Contact Center management on performance trends and activities. Develop approaches to maximize departmental efficienciesEvaluate and trend grievance information, training evaluations, as well as provider and customer surveys to establish baselines, assess performance. Identify improvements to process and customer experience and lead implementation of best practices to strengthen programsCoordinate regular business reviews and summits with vendors to review past performance and implement performance enhancementsOversee strategic relationships with other organizational entities including Channel Management, CRM, Workforce Management, Command Center, Reporting, Training, and QualityIdentify information system inefficiencies and formulate recommendationsMonitor all regulatory requirements and oversee submissions in existing and future lines of businessKeep abreast of new call center technology and service concepts. Perform cost benefit analyses for new technologies25% travel to sitesEducation/Experience: Bachelor's degree in Business Administration, Healthcare Administration, Information Technology or related field. Master of Business Administration (MBA), Public Administration (MPA) preferred. 10+ years of healthcare operations experience. Large-scale call center management experience within environments regulated by state and federal agencies. Previous experience managing staff, including hiring, training, managing workload and performance.Our Comprehensive Benefits Package: Flexible work solutions including remote options, hybrid work schedules and dress flexibility, Competitive pay, Paid time off including holidays, Health insurance coverage for you and your dependents, 401(k) and stock purchase plans, Tuition reimbursement and best-in-class training and development.Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Keywords: Corporate, Jefferson City , Vice President, Contact Centers - National Medicare, Executive , Jefferson City, Missouri

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