Director, Call Center Operations

Overview:  The Director, Operations is responsible for the leadership and strategic direction of the CCS contact center.  This position will work to define policies and procedures for the call center to execute and deliver a differentiated member experience for our clients. This position will take the lead on cross functional operational service delivery initiatives, as well as oversee day-to-day operations. 

Duties and Responsibilities:

• Lead and be ultimately responsible for all operations necessary for key components of the Company’s Care management call center and call center shared services functions, in such a fashion as to achieve and maintain necessary service delivery standards, regulatory, corporate policy, quality, accreditation, delegation and contractual compliance and financial performance result of the operations;
• Responsible for driving execution of the Company’s Growth Initiatives as they relate to the Contact  Center;
• Lead and be ultimately accountable for all tracking and reporting pertaining to the operations noted above
• Applies expert knowledge of inbound and outbound call center industry and performance metrics to consistently meet or exceed those metrics;
• Provides interface and support with other corporate departments and external customers i.e., clinical, in market, human resource, IT, patients, clients and all other pertinent;
• Drive organization towards metrics and revenue goals, with the objective to exceed business expectations;
• Select and develop strong people leaders in leadership positions down to line level supervisors;
• Prepares executive level reporting to support leadership decisions;
• Identifies key issues, gaps or problems and owns resolution, continuously improves the operation from both quality and cost perspectives;
• Partners cross-functionally to accomplish organizational objectives and ensure successful, operational implementations; and
• Develop and maintain an expert level of knowledge regarding products, services, infrastructure and operations of the Company to achieve optimal insight into the Company’s product development, capabilities, and functionality requirements.
• Maintain compliance with CCS’s policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Previous management experience and the responsibility of over 5 direct manager reports and 200+ indirect reports;     
• Minimum 7 years prior operational experience, inbound and outbound call center experience required, preferably in a healthcare setting;
• Proven ability to communicate at the client and executive level and present to senior and executive management;
• Professionally skilled in personal presentation, verbal, and written communication;
• Strong understanding of HIPAA requirements;
• Strong Knowledge of Microsoft Office (i.e., Excel, Visio, Word, PowerPoint, Outlook, etc.), call center applications, training and quality applications, workforce management applications, quality tools and technologies and other related call center software; and
• Data-oriented with the ability to assess, plan and implement changes.

Education:

• BA/BS degree or equivalent experience required.

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless.  ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.

By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.