Program Manager (call center operations)
- Overland Park, KS
- $60,000-70,000 per year
- Permanent
- Full-time
- Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans.
- Establish, monitor, analyze and report on KPI’s related to effective patient access processes and initiatives as required by Client contract and Statement of Work
- Screening candidates, hires, leads, and develops departmental associates by communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures.
- Works in partnership with the training department to create meaningful and measurable educational training curriculum, responsible for oversight and delivery of “on the spot training as needed”
- Maintains professional atmosphere among team members, respectful and transparent
- Accomplish organizational goals by accepting ownership of accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Handles escalated calls, complaints, questions, and queries as necessary
- Collaborates with call center management staff to execute programs to facilitate conversion, compliance, and adherence
- Prepares agenda items and content for client meetings and quarterly reviews
- Additional responsibilities as needed based on department and program requirements
- Minimum 7 years of healthcare industry experience, including 3 years of management experience
- Ability to manage others, both direct and indirect
- Advanced problem-solving skills with the ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies.
- Skilled in the use of Microsoft Office and Team
- Thorough understanding of business operations and processes required.
- Excellent interpersonal skills and ability to influence.
- High-level of confidence, integrity, enthusiasm, a personality that fits a fast-paced, energetic, and proactive organization.
- Experience in Specialty or Mail Order Pharmacy (preferred).
- Supportive, progressive, fast-paced environment
- Competitive pay structure
- Matching 401(k) with immediate vesting
- Medical, dental, vision, life, & short-term disability insurance