Senior Manager, Contact Center Performance

Job Number: 1101

Workplace Type:

Position Title: Senior Manager, Contact Center Performance

External Description:

Senior Manager, Member Experience

Alignment Healthcare is a data and technology driven healthcare company focused partnering with health systems, health plans and provider groups to provide care delivery that is preventive, convenient, coordinated, and that results in improved clinical outcomes for seniors.

We are experiencing rapid growth (backed by top private equity firms). Data and technology drives the way we make decisions. We love our customers and understanding them better makes it possible to provide the best clinical outcome and care experience.

This is not just a job!  We are building the experience that our members should have. You will be at the helm of our call center operations implementing call center strategy, improving systems and process, and managing operations staff. As you drive process improvement we will build an exceptional service oriented culture.

To be successful, you will need to:

• Work with executive team to determine and understand call center operational strategies; includes conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis
• Create, implement, and test new processes as necessary
• Serve as team representative in meetings as required
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify patterns in audits and reporting, and search for root causes
• Prepare performance reports by collecting, analyzing, and summarizing data and trends on production, quality, staffing and inventory levels
• Recommend efficiencies and better work options, including process and tool based
• Work with management on staffing needs and associated inventory volumes, both current and projected
• Lead and champion team engagement
• Hire, train, coach, counsel, and evaluate performance of direct reports
• Ensure a culture of professionalism, discipline, and accountability
• Other assignments and projects as assigned

Preferred qualifications:

• Bachelor’s degree, or equivalent experience
• Minimum five (5) years of Call Center experience including at least three (3) years in management capacity in a compliance-driven industry; previous health plan and/or Medicare Advantage experience preferred
• Proven track record to monitor and motivate employees; including oversight of outsource vendor and/or remote workforce a plus
• Demonstrated success with implementation and/or management of applications, including: workforce management, CRM, campaign manager, EMR PM, etc.
• Excellent communication skills, both written and verbal; Spanish and/or language skills a plus
• Strong interpersonal skills and a collaborative management style
• Attention to detail, with sound critical thinking and follow up skills
• Ability to manage multiple priorities simultaneously within timelines and short turn-around times
• Advanced computer skills (Word, PowerPoint, Excel, Outlook) required

 

City: Orange

State: California

Location City: Orange

Location State: California

Community / Marketing Title: Senior Manager, Contact Center Performance

Company Profile:

By leveraging our world-class technology platform, innovative care delivery models, deep physician partnerships and our serving heart culture, Alignment Health is revolutionizing health care for seniors! From member experience professionals and clinicians, to data scientists and operations leaders, we have built a talented and passionate team that is deeply committed to our mission of transforming health care for the seniors we serve. Ready to join us?

At Alignment, delivering exceptional care to seniors starts with ensuring an exceptional experience for our over 1,300 employees. At the center of our employee experience is a culture where employees at all levels and across all teams are encouraged to share their unique ideas and perspectives. After all, when you can bring your authentic self to work, whether that’s in a clinical setting, our corporate office or a home office, creativity and innovation flourish! Another important part of the Alignment culture is a belief in continuous learning and growth. As a result, in this fast-growing company, you will find ample support to grow your skills and your career – with us.

EEO Employer Verbiage:

 

Please note: All clinical positions are contingent upon successful engagement with Alignment Health’s COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].