Director of Customer Service Operations

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.

Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Acentra Health is looking for a Director of Customer Service Operations to join our growing team.

Job Summary:

As the Director of Contact Center Operations, this role provides strategic leadership, shaping daily operations and fostering collaboration across all business units. With a focus on overall planning, direction, and execution, the Director leads the Business Excellence team within the Contact Center Operation that supports all lines of business to achieve contract SLAs, operating and financial goals while setting new standards in performance, quality, service integration, and cost management within the organization.

Responsibilities:

• Responsible for the hiring, training and day-to-day direct supervision of Business Excellence team staff members comprised of Workforce Management, Training, Quality and Data Analytics
• Lead Genesysy support team, ensuring license management, new hire Genesys onboarding and training, system reliability and partnership with engineering and product to optimize utilization across the operation
• Establish action plans, critical indicators, timetables, and performance measures to guarantee high quality services and timely deliverables to all customers
• Ensure that contractual service standards and customer expectations are satisfied. Continually evaluate priorities to determine if they are consistent with customer(s) objectives
• Develop long-term and short-term operating and financial goals including budgets and forecasts to ensure effective operations and optimum profitability across all contact center contracts
• Collaborate with organization leadership to refine and strengthen operational structures, including skill set requirements, gap analysis, and training plans, fostering a new standard for collaborative excellence in quality, service integration, and cost management
• Evaluate contractual contact center KPIs and statistics and make improvement and strategic recommendations to ensure compliance with Contact Center performance standards and expectations
• Develop and implement standards, policies, and procedures, as well as quality control and training programs to improve operational efficiencies
• Establish scalable and repeatable implementation process for all new contracts to align them with standardized contact center processes, procedures
• Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules

Required Qualifications

• Bachelor's degree (master's degree preferred)
• 8+ years of progressively responsible professional experience in a large Call Center or related environment including 5 years in a managerial level capacity (Healthcare provider or managed care field preferred)
• Strong understanding of industry standards for call center management, with 3+ years of experience including but not limited to establishing KPIs, technology utilization and design, data analytics and performance management, quality and training

Preferred Qualifications

• Significant experience managing contract operations including contract administration functions
• Public and private sector healthcare experience and/or involvement in providing services to government or commercial programs
• 5+ years of progressive operational leadership of a public and/or private sector healthcare entity with at least 2 years in a position of direct operational authority for an entire operation
• Knowledge of U.S. healthcare industry; preferably with experience in both public and private sectors
• Expertise in employee development and performance management skills
• Ability to analyze resources and the environment appropriate to the scope of responsibility and design a course of action consistent with Acentra Health's mission and strategic plan
• Ability to develop/articulate policy and program objectives and achieve consensus relative to their implementation.
• Ability to work with decision-making and organizational structure
• Skill in examining and re-examining operations and procedures, formulating policy, and developing and implementing new strategies and procedures
• Demonstrated expertise in managing differing customer needs
• Ability to participate as a team member fostering collaborative decision-making among leadership, committees, teams, or work groups of diverse composition
• Advanced knowledge of software to create reports, graphics, documents, and presentations
• Demonstrated achievement in P&L management, operational process engineering, remote operations management, and new business development support
• Ability to successfully lead and manage change and growth, within the department and cross-functionally

Why us?

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.

We do this through our people.

You will have meaningful work that genuinely improves people's lives across the country. We are a company that cares about our employees, and we give you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Benefits are a key component of your rewards package. Our benefits are designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

Visit us at https://careers.acentra.com/jobs

EEO AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.

Compensation

The pay range for this position is listed below.

"Based on our compensation philosophy, an applicant's position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level."

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