Call Center Manager

MicroHealth is seeking a highly skilled and experienced Call Center Manager to lead our EEE team on a day-to-day basis. The successful candidate will be responsible for ensuring requirements and contract compliance, leading the customer service team, and supporting overall call center operations. This role is critical in maintaining high-quality customer service standards and driving operational excellence.

• This is a remote position
• T3 or T4 investigation required

Key Responsibilities:

• Oversees daily operations of Enrollment, and Premium Billing call center teams
• Ensures timely and accurate enrollment processing, billing, and reconciliation
• Ensure compliance with all contractual requirements and regulations
• Handles member enrollment, billing questions and grievances in accordance with Medicare or TRICARE guidelines
• Builds and leads high-performing teams with excellent employee satisfaction scores
• Implement and monitor quality assurance processes
• Manage performance metrics and implement improvement strategies
• Attend meetings throughout the project lifecycle to ensure alignment with organizational goals
• Manages operational auditing activities for CMS and Defense Health Agency
• Strive to achieve near perfect score in Medicare grievance data validation audits
• Maintain leading metrics for Enrollment and Billing reporting
• Create Model Audit Rule governance and reporting standards
• Successfully complete internal and external audits
• Keep the team informed about updates and changes in processes, policies, or systems
• Develops and executes retention strategies
• Develops reports to identify trends, increase functionality, and evaluate employee performance
• Develop and deliver training programs to enhance team skills and knowledge
• Manage customer escalations, directing them to the EEE Program Director and USFHP Director as appropriate
• Oversee the call center's hours of operation from 8am to 6pm

Preferred Requirements:

• Completion of DHA Training modules, specifically Tricare Fundamentals
• Obtain and maintain CAC access
• Complete required cybersecurity training
• Establish and manage milconnect accounts (2875 form)
• Undergo annual Record Manager training
• Proven experience in call center management or similar customer service leadership role
• Familiarity with call center technologies and customer service best practices
• Excellent communication and problem-solving abilities
• Strong leadership and team management skills

Required Qualifications:

• Bachelor's degree in Business Administration, Management, or related field (or equivalent experience)
• 5+ years of experience in call center management or customer service leadership
• Proficiency in Microsoft Office Suite and call center management software
• Strong analytical and reporting skills
• Excellent interpersonal and conflict resolution abilities

Salary:

• $100,000 - $110,000

Physical Demands: While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and ability to adjust focus. If you need a reasonable accommodations due to a disability for any part of the employment process, please send an e-mail to hr@microhealthllc.com with your request and contact information. We are an equal employment opportunity employer. We do not discriminate employees or qualified applicants for employment based on race, color, religion, gender, national origin, disability status, veteran or military status, genetic information, sexual orientation or any other characteristic protected by law. Powered by JazzHR Wijqn5102C