Healthfirst

The Contact Center Operations (CCO) Manager ensures members and/or providers receive an exceptional customer experience by leading a team within our traditional and/or Omni-channel contact center environment. The CCO Manager assists in the planning and implementation of contact center strategies, improves systems and processes. The incumbent ensures Key Performance Indicators (KPIs) are met by leveraging various systems and reports. The Manager utilizes actionable data to evaluate and improve performance results while maintaining the Healthfirst culture and driving improvement to ensure the best possible customer experience, for our North Star Members and the Providers who service them

·       Leads and directs teams and functions related to servicing our members and/or providers. May include but is not limited to inbound/outbound calls/emails/chats, onsite/remote/virtual/field location, onshore/offshore, on behalf of CCO.

·       Ensures KPIs including but not limited to quality, productivity, and dependability requirements are met or exceeded through direct/indirect leadership. 

·       Ensures the execution of established policies and procedures to ensure department priorities and/or deliverables are achieved.

·       Identifies potential quality and performance issues, initiates investigations as needed, works with other assigned parties to participate in root cause analysis, takes proactive and/or corrective and/or recommends solutions and methods for process improvement.

·       Complies with HIPAA requirements and maintains Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information. 

·       Ensures self and team adhere to local, state, federal and Healthfirst specific compliance and regulatory guidelines. Responds to any requests for information or audits timely and accurately.

·       Establishes and communicates daily/weekly/monthly/annual priorities, expectations, and general departmental/corporate communication(s) to improve overall customer experience levels/KPIs /general Healthfirst knowledge.

·       Provides status reports to management on all assigned activities, including but not limited to inventory, Service Level Agreements (SLA), active campaigns, department and employee concerns, customer service and sales related issues.

·       Coaches and provides career development to teams on a regular basis.

·       Actively participates in employee selection, promotions, staffing assignments, retention and engagement efforts.

·       Builds sustainable relationships of trust through open and interactive communication with internal and external customers.

·       Works a flexible schedule including a late shift, weekends, and/or holidays (with limited notice at times), and as needed during unforeseen business disruptions.

·       Additional duties as required.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $98,400 - $142,205

• All Other Locations (within approved locations): $84,400 - $125,545

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.