Helathcare Call Center Coordinator/Enterprise Healthcare Call Center Operations Manager

$76,960 - $83,200/Yr

Kyyba - Detroit, MI

Full-time - Mid Level

Remote - Detroit, MI

Professional, Scientific, and Technical Services

About the position

The Healthcare Call Center Coordinator/Enterprise Healthcare Call Center Operations Manager is responsible for overseeing an outbound call campaign and coordinating between various service operations teams, senior health services teams, and vendor teams. This role involves leading meetings, monitoring performance, and ensuring effective communication among all parties involved in the call center operations.

Responsibilities

• Oversee an outbound call campaign and coordinate between Service Operations teams, Senior Health Services team, and vendor teams.
• Provision access to support the outbound call program.
• Serve as a liaison between SHS, vendor, and SO teams.
• Lead meetings such as call calibrations, weekly touchpoints, and performance meetings.
• Provide weekly performance reporting and monitor performance, requesting corrective action as appropriate.

Requirements

• Bachelor's degree in a related field required.
• Project management experience.
• Call center experience.
• Leadership and analytical experience with data/operations.
• Excellent analytical, organizational, problem-solving, verbal, and written communication skills.
• Knowledge of project management tools and methodologies.
• Ability to work independently and within a team environment with multiple priorities.
• Proficient in current industry standard PC applications and systems (e.g., Access, Excel, and Word).
• Ability to work closely with the technical support team to understand and resolve systems issues.
• Ability to develop, implement, and monitor policies, procedures, and customer service alerts.
• Support vendor in achieving performance management, KPIs, and SLAs.

Nice-to-haves

• Healthcare experience.
• Three or more years of experience in a related field.

Benefits

• Paid time off