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Supervisor, Call Center Operations (Clinical)
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Tempe, AZ Tempe, Arizona |
About this job
Position Purpose: Supervise clinical and non clinical staff to ensure productivity and quality metrics are met and/or exceeded. Oversee daily operations of call centers toward achievement of successful call outcomes and organizational goals/initiatives.
Oversee all related activities including department workflow and communicate and reinforce standards for the call center team
Research and respond to inquiries and issues.
Make recommendations for interventions and develop monitoring plan within established timeframes
Identify and analyze performance trends, recommend and implement process improvements
Support integration of new business acquisitions and new or updated programs and services
Collaborate with Workforce Management to ensure optimal scheduling to meet contractual obligations and achievement of key performance indicators
Evaluate data for incentive program to ensure accurate payout and timely processing
Evaluate clinical practice against clinical standards of care, provide recommendations for development or revision of standards and clinical training content or skill acquisition
Oversee risk management in ensuring compliance with required reporting to regulatory entities
Respond to urgent and escalated clinical issues initiate any needed immediate actions*CB
#LI-AA1
Education/Experience: Associate's degree in Nursing. Bachelor's degree preferred. Bilingual in Spanish or another language preferred. 3 years of direct care clinical experience in healthcare related field and/or call center environment. Strong computer skills, including experience with Microsoft office and/or data entry systems. Previous experience as a lead in a functional area or managing cross functional teams on large scale projects.
License/Certification: Unrestricted RN license.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
* CB
#LI-AA1
Oversee all related activities including department workflow and communicate and reinforce standards for the call center team
Research and respond to inquiries and issues.
Make recommendations for interventions and develop monitoring plan within established timeframes
Identify and analyze performance trends, recommend and implement process improvements
Support integration of new business acquisitions and new or updated programs and services
Collaborate with Workforce Management to ensure optimal scheduling to meet contractual obligations and achievement of key performance indicators
Evaluate data for incentive program to ensure accurate payout and timely processing
Evaluate clinical practice against clinical standards of care, provide recommendations for development or revision of standards and clinical training content or skill acquisition
Oversee risk management in ensuring compliance with required reporting to regulatory entities
Respond to urgent and escalated clinical issues initiate any needed immediate actions*CB
#LI-AA1
Education/Experience: Associate's degree in Nursing. Bachelor's degree preferred. Bilingual in Spanish or another language preferred. 3 years of direct care clinical experience in healthcare related field and/or call center environment. Strong computer skills, including experience with Microsoft office and/or data entry systems. Previous experience as a lead in a functional area or managing cross functional teams on large scale projects.
License/Certification: Unrestricted RN license.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
* CB
#LI-AA1