Health Net, Inc.
Position Purpose: Oversee daily member and provider services operations of call centers toward achievement of successful call outcomes and organizational goals/initiatives, including quality call audits and training Design, develop and oversee agent based quality audits and monitoring programs, including operations management, scorecards, and incentives for multiple health plan locations
Analyze trends, based on audit findings, and provide recommendations to improve quality for multiple Health Plan call centers
Support various Health Plans in the quality departments, manage metrics for designated product lines and develop training opportunities
Investigate and resolve complex call center quality issues
Audit services calls for quality, accuracy and adherence to set standards
Analyze work flow issues, oversee call audits, advise management of trends and recommend resolutions to improve call quality or integrity
Collaborate with internal departments to ensure member satisfaction
Ability to travel 10-20%Education/Experience: Bachelor\u2019s degree in related field or equivalent experience. 3 years of combined call center quality monitoring, program design or development, auditing and/or training experience. Experience in a commercial managed healthcare setting preferred. Experience with quality monitoring & agent coaching tools and software. Previous experience as a supervisor or lead in call center management or managing cross functional teams on large scale projects. Working knowledge of Witness, Contact Store, or Call Copy preferred. 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.
Health Net, Inc.
Website : https://www.healthnet.com
Health Net's mission is to help people be healthy, secure and comfortable.