Job Description

Call Center Manager

Amida Care, the largest Medicaid HIV Special Needs Plan in NY, delivers a uniquely effective care model that has become a true benchmark for innovation, engagement and member health outcomes. Our mission is to provide access to comprehensive care and coordinated services that facilitate positive health outcomes and general well-being for our members. This true integrative care model addresses psychosocial, housing, behavioral and medical services directly evolving around the needs of each member.

We are actively seeking a highly motivated, innovative and experienced individual to join our team as the Call Center Manager. Compensation will be commensurate with experience.

Position Summary:

The Call Center Manager oversees the daily operations and performance of the Member Services Call Center, including Member Services Representatives, Escalation Representatives, and Team Leads. The Call Center Manager is responsible for achieving service and productivity goals, analyzing performance data, improving processes, and developing staff. This role promotes a member-first culture focused on empathy, accountability, quality, and effective resolution of member needs.

Responsibilities:

• Management of day-to-day activities of the call center operation to ensure achievement of desired service level and to ensure goals are met. (Abandonment Rate, Average Speed of Answer, Service Level, Short Calls and Call Audits).
• Creates, analyzes and reports weekly, monthly and quarterly call center operations data and works with Director of Member Experience to implement change.
• Provides guidance and instruction to the Team Lead to ensure consistent coaching and monitoring of Call Center staff is conducted, and achievement of key performance metrics are met.
• Partners with Member Services Quality to review member complaints, escalations, survey feedback, quality results, failed interactions, and call trends to identify performance concerns, training needs, and opportunities to improve the member experience.
• Owns the timely follow-up and resolution of identified performance concerns, including coaching, retraining, documentation, corrective action, and ongoing monitoring to ensure expectations are met and improvement is sustained.
• Holds Call Center staff accountable for the quality, professionalism, accuracy, ownership, and resolution of member interactions, ensuring a consistent member-first approach across the Call Center.
• Proactively uses Call Center data, member feedback, quality findings, and operational trends to identify opportunities and recommend and implement solutions that improve the member experience, staff performance, and Call Center operations.
• Drives continuous improvement in all databases and systems used by the call center and ensures Member facing staff are trained in new deployments.
• Collaborates with other Amida Care departments for process improvement.
• Attends meetings on behalf of the Director of Member Experience as needed.
• Supports Member Services Department projects and audits as needed.
• Participates in the review and revision of Member Services material such as: Member Handbook, Member Newsletters, Welcome Letters and other membership materials and notifications, policies and procedures and develop additional policies and procedures as required.
• Performs other duties as assigned.

Amida Care is Diversity, Equity and Inclusion employer committed to full inclusion and elimination of discrimination in all its forms. We strive to develop, promote and sustain a culture that values equity and leverages diversity and inclusiveness in all that we do.

Education Required

• High School Diploma or GED, Bachelors preferred but not required.

Experiences and/or Skills Required

• Minimum three (3) years of call center management experience with responsibility for supervising, coaching, developing, and managing staff performance.
• Demonstrated experience managing call center operations and performance metrics, including service level, abandonment rate, average speed of answer, productivity, quality, and member/customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and develop actionable solutions to improve operations and the member experience.
• Strong leadership, verbal and written communication, de-escalation, and interpersonal skills, with the ability to set clear expectations, hold staff accountable, and effectively manage performance.
• Must be able to maintain strict confidentiality of sensitive member's information (HIPAA).
• Ability to manage multiple priorities, meet deadlines, and work collaboratively across departments.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Strong verbal and written communication skills.
• Ability to sit for an extended period.
• Bilingual English/Spanish strongly preferred but not required.
• Minimum three (3) years of customer service experience in a healthcare setting, with health plan, managed care, or healthcare call center experience strongly preferred.
• Understanding and sensitivity to multi-cultural values, beliefs, and attitudes of both internal and external contacts in accordance with the organization's vision, mission, and values.
• Demonstrate understanding and sensitivity to multi-cultural values, beliefs, and attitudes of both internal and external contacts.
• Demonstrate appropriate behaviors in accordance with the organization's vision, mission, and values.

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