Call Center Team Manager - Healthcare

About Us

OmniCare365 is a trusted outsource customer care company with an authentic people first mentality. We pride ourselves on aligning with our Clients to provide exceptional brand value with customers through every experience.

This position is a Remote position.

Benefits Offered

• Paid Time Off
• Medical, Dental, Vision, Life Insurance

Must be able to pass a criminal background screen and a 9-panel drug screen.

Position Summary

The Team Manager provides leadership to a team of Medicare and Retirement Customer Service Advocates in a fast-paced Call Center environment. The position requires the ability to lead the team in achieving their performance targets while having targets to meet personally as well. The individual serves as a coach and mentor for direct reports with a "lead by example" approach in hitting targets and holding themselves and their teams accountable. The manager is focused on meeting and exceeding growing performance targets in our Client focused company. It is also critical that the Team Manager develops and maintains a positive work environment and culture.

Job Components and Primary Responsibilities

• Must be a subject matter expert in Medicare and all facets of healthcare.
• Utilize performance management strategies to lead the team to meet and exceed Client goals.
• Conduct daily/weekly call evaluations on each employee.
• Provide coaching and feedback to each advocate, at least weekly, regarding their individual performance, goals, attainment and accountability.
• Communicate immediate staffing deficiencies to leadership and organize coverage for gaps with other employees.
• Keep accurate and up-to-date records for performance, quality and corrective actions.
• Compassionately own problems through to resolution on behalf of the member and advocates.
• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements).
• Maintain knowledge of information/process changes due to healthcare reform by referring to applicable company resources (e.g., dependent age, removal of lifetime limits, free preventative care services, loss of Medicaid).
• Demonstrate knowledge of established workflows and support processes (e.g., available resources, Medicaid state specifics).
• Communicate common problems/questions to appropriate Subject Matter Experts to drive continuous improvement.
• Contribute to and support improvement initiatives.
• Weekly scheduled phone support.
• Assist with phone support as needed.
• Participate in calibration meetings and other related meetings to discuss the quality and performance program.
• Lead and participate in other projects and duties as needed.
• Team must consistently meet or exceed all Client KIPs.

Education and Experience

• Bachelor's degree or Associate Degree or equivalent work experience at a supervisory level.
• Minimum of 1-2 years in current role or supervisor experience in a contact or Call Center environment (Required).
• Healthcare related experience 2 years (Preferred)

Internal Applicants

• Meeting or exceeding KPI goals for the last six (6) months.
• No disciplinary action within the last six (6) months.

Knowledge, Skills, and Abilities

• Demonstrated ability to display empathy and compassion throughout every conversation and interaction.
• Hands-on experience with phone systems, functions and reporting.
• Possesses skills to analyze data and establish subsequent action planning.
• Demonstrated effectiveness in people leadership and development.
• Technical ability to create reports and use data to make effective decisions.
• Must demonstrate strong analytical and critical thinking skills.
• Possess strong problem-solving skills and the ability to make sound judgement decisions.
• Superior organizational and time management skills.
• Proven ability to develop action plans, create short and long-term goals, analyze statistical information and manage by holding team accountable for results.
• Positive outlook, customer centric, high energy, level-headed, flexible, problem-solver required.
• Proficient in translating healthcare related jargon and complex processes into simple, step-by-step instructions anyone can understand and act upon.
• Flexibility to customize approach to meet all types of member communication styles and personalities.
• Excellent conflict management skills including: Professionally and adeptly resolve issues while under stress, Diffuse conflict and distress, Demonstrate personal resilience, Strong verbal and written communication skills, Solid time management skills, Strong attention to detail, Bi-lingual candidates desired (English/Spanish).

Physical Requirements and Work Environment

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer.
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work overtime and/or weekends, as needed.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

OmniCare365 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identify, national origin, veteran status, or genetic information. OmniCare365 is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request a reasonable accommodation, contact Human Resources at (580) 262-4350 ext.200.

Job Type: Full-time

Pay: $40,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Overtime
• Weekends as needed

Experience:

• Supervisory: 1 year (Required)
• Healthcare: 1 year (Required)

Work Location: Remote