Call Center Director

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Call Center, Director to join our growing team.

Job Summary:

As the Director of the Call Center, this role provides strategic leadership and includes shaping daily operations, fostering collaboration, and utilizes workforce management techniques to improve efficiencies, allocate resources, and manage schedules to align with program budget. With a focus on overall planning, direction, and control, the Director leads our healthcare contact center that is responsible for statewide customer service and scheduling for New York's vulnerable population seeking personal care services. The Director will be responsible for achieving operating and financial goals, maintaining excellence in quality standards, and service integration for seamless support of the clinical teams.

Responsibilities:

• Responsible for the leadership of the customer service and scheduling functions for call center.
• Collaborate effectively with independent assessment operational leadership team supporting the contract to ensure successful alignment between the call center, clinical assessment team, and practitioner order team.
• Build call center processes to ensure contractual service standards and customer expectations are satisfied; Continually evaluate priorities to determine if they are consistent with customer objectives and efficiency expectations.
• Serve as subject matter expert (SME) in the development of products and services responsive to current and future needs.
• Support and participate in strategic planning and execution to enhance growth, profitability, productivity, and efficiency throughout the company's operations.
• Collaborate with leadership in the development of new and enhanced products and services
• Update call center processes as needed for the efficiency and effectiveness of overall contract operations in support of program turnaround time requirements.
• Establish action plans, critical indicators, timetables, and performance measures to guarantee accurate, high-quality services and timely responses to all customers.
• Assist in the development of regional long-term and short-term operating and financial goals including budget and forecast to ensure effective operations and optimum profitability within a Call Center context.
• Collaborate with Acentra Call Center Operations management team to refine and strengthen company-wide operational structures, including skill set requirements, gap analysis, and training plans, fostering a new standard for collaborative excellence in quality, service integration, and cost management.
• Monitor and analyze call center metrics to evaluate team performance to ensure compliance with Call Center performance standards and expectations.
• Develop and implement standards, policies, and procedures, as well as quality control and training programs to improve operational efficiencies.
• Implement innovations to enhance quality of customer service and scheduling interactions, increase self-service options, reduce call volumes / handle time, reduce complaints, and improve the overall customer experience.
• Ensure call center accessibility requirements are met including language requirements, literacy, equity, and cultural awareness
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules.

Required Experience:

• High school diploma or GED
• Requires 5+ years in a managerial level capacity responsible for a professional experience in a large call center or related transactional environment
• Experience leading teams to meet contractual requirements and timeframes.
• Strong understanding of call center management industry standards.
• Public and private sector healthcare experience and/or involvement in providing services to government or commercial programs.

Preferred Experience:

• Bachelor's degree preferred
• Experience with Genesys Call Center Platform
• Knowledge of U.S. healthcare environment and experience serving Medicaid beneficiaries with a bilingual team.
• Ability to collaborate as a leadership team member to develop strategy for the program, implement the strategy in the call center, and work with overall operations team to achieve program goals.
• Expertise in employee development and performance management skills.
• Ability to analyze resources and the environment appropriate to the scope of responsibility and ability to establish call center strategy consistent with Acentra Health's mission and strategic plan.
• Ability to implement strategies and take actions to meet program requirements and goals.
• Experience building call center operations to meet contract requirements.
• Ability to develop/articulate policy and program objectives and achieve consensus relative to their implementation.
• Expertise in holding teams accountable and meeting retention goals.
• Demonstrated expertise in managing differing customer needs including beneficiaries, family members, local departments of social services, and health plans.
• Advanced knowledge of software to create reports, graphics, documents, and presentations.
• Experienced in budget management, operational process engineering, remote operations management, and new business development support.
• Knowledge of business development, strategic planning, and tactical implementation.

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Compensation

The pay range for this position is listed below.

"Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level."

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at Acentra.com/careers/

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.