Job Summary
- Company
- Senior Whole Health
- Location
- Cambridge, MA 02141
- Industries
- Healthcare Services
- Job Type
- Full Time
- Employee
- Years of Experience
- 5+ to 7 Years
- Education Level
- Bachelor's Degree
- Career Level
- Manager (Manager/Supervisor of Staff)
Call Center Manager
About the Job
SENIOR WHOLE HEALTH (SWH) is a rapidly growing Medicare Advantage Special Needs Plan, pioneering the way health care is provided to low-income seniors. Our mission is to maximize the quality of life, health and independence for our Members. We are looking for a dynamic Call Center Manager to join our growing company in Cambridge, Massachusetts.
Call Center Manager- The candidate will be responsible for managing the daily operations of the Senior Whole Health Call Center and the Community Resource Coordinator, Level 1 staff to ensure quality service is provided to Senior Whole Health members. The Manager will implement programs to ensure timely and accurate information, ensure satisfactory resolution of inquiries and complaints and oversee performance and regulatory requirements. The Manager will develop and monitor goals, indicators, outcome measurements, establish policies and procedures and oversee Call Center compliance.
The following are some of the main responsibilities of the role:
• Manage call center queue and all member-related call lines for responsiveness and compliance
• Monitor calls from clients to ensure accuracy, demeanor and appropriate conformity to policies
• Recruit, train, develop and maintain a high quality team
• Demonstrate solid team process and relationships with other departments such as Clinical, Provider Services and Marketing to ensure optimal customer service
Bachelor’s degree in health care/management and a minimum of 5 years experience in a call center environment. Significant management experience in a managed care or HMO setting is strongly preferred. Exceptional customer service knowledge and experience with strong communication skills. Leadership, relationship building and mentoring skills. Understand the needs and dynamics of elder care services and disadvantaged populations. Valid driver’s license and reliable transportation required as some travel will be required to satellite office.
Senior Whole Health offers a competitive salary and excellent benefits. Interested candidates should send resume to hr@seniorwholehealth.com or fax to (617) 252-6303.
Call Center Manager- The candidate will be responsible for managing the daily operations of the Senior Whole Health Call Center and the Community Resource Coordinator, Level 1 staff to ensure quality service is provided to Senior Whole Health members. The Manager will implement programs to ensure timely and accurate information, ensure satisfactory resolution of inquiries and complaints and oversee performance and regulatory requirements. The Manager will develop and monitor goals, indicators, outcome measurements, establish policies and procedures and oversee Call Center compliance.
The following are some of the main responsibilities of the role:
• Manage call center queue and all member-related call lines for responsiveness and compliance
• Monitor calls from clients to ensure accuracy, demeanor and appropriate conformity to policies
• Recruit, train, develop and maintain a high quality team
• Demonstrate solid team process and relationships with other departments such as Clinical, Provider Services and Marketing to ensure optimal customer service
Bachelor’s degree in health care/management and a minimum of 5 years experience in a call center environment. Significant management experience in a managed care or HMO setting is strongly preferred. Exceptional customer service knowledge and experience with strong communication skills. Leadership, relationship building and mentoring skills. Understand the needs and dynamics of elder care services and disadvantaged populations. Valid driver’s license and reliable transportation required as some travel will be required to satellite office.
Senior Whole Health offers a competitive salary and excellent benefits. Interested candidates should send resume to hr@seniorwholehealth.com or fax to (617) 252-6303.
Company Tools
Contact Information
Senior Whole Health
Fax: 617-252-6303
