Director, Contact Center

Gold Coast Health Plan will not sponsor applicants for work visas.

The pay range above represents the minimum and maximum rate for this position in California. Factors that may be used to determine where newly hired employees will be placed in the pay range include the employee specific skills and qualifications, relevant years of experience and comparison to other employees already in this role. Most often, a newly hired employee will be placed below the midpoint of the range. Salary range will vary for remote positions outside of California.

POSITION SUMMARY

Gold Coast Health Plan, a leading Medicaid provider in Ventura County, California, is seeking a dynamic and experienced Contact Center Director to lead our team of dedicated Contact Center Care Coordinators. This pivotal role involves overseeing all aspects of Contact Center operations to ensure exceptional member service, operational efficiency, and regulatory compliance. The Contact Center Director will be responsible for planning, coordination, facilitation, implementation, monitoring, auditing, oversight, and ongoing operational support related to all Contact Center activities. The Director will coordinate and collaborate with internal and external stakeholders to ensure all regulatory and contractually required measures are being adhered to and tracked, including direct responsibility for identification of areas of improvement to assist the department in achieving positive member and provider outcomes. This role will develop, with the assistance of staff and management, a successful solution center strategy with a focus on ensuring staff follows all regulatory guidelines; to include internal P&Ps and Desktop Procedures alignment to regulatory requirements, auditing, and monitoring of staff performance against key performance indicators and metrics, recognizing trends that require retraining, and review of call outcomes for tracking and trending purposes. This position manages all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating staff. As a strategic leader, you will contribute to the organization's success by driving continuous improvement and championing the voice of our members.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statements

Leadership & Management:

• Responsible for ensuring compliance with applicable internal policies and procedures and external State and Federal regulations.

• Model leadership behavior and communicating with professionalism.

• Oversee and manage Call Center team by orienting, training, coaching, and monitoring team progress; communicating job expectations to employees; reviewing job performance and productivity; planning and reviewing compensation actions; and enforcing policies and procedures.

• Provide strategic leadership and direction for the Contact Center, aligning operations with organizational objectives and values.

• Recruit, hire, and onboard new team members, ensuring a high level of talent and service quality.

• Conduct performance management reviews and provide ongoing feedback to support individual and team development.

• Interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, collaborative, and efficient.

• Foster a culture of continuous improvement through process optimization and data-driven decision-making.

• Serve as a liaison between the Contact Center and senior management, providing regular reports, updates, and recommendations.

Operations & Performance Management:

• Oversee the day-to-day operations of the Contact Center, including managing staff, resources, and workflows to ensure optimal efficiency and performance.

• Develop and monitor key performance indicators (KPIs) to measure Contact Center effectiveness, including call handle times, customer satisfaction, and resolution rates.

• Implement and manage call routing and queueing systems to optimize call flow and resource allocation.

• Analyze Contact Center metrics, KPIs, and performance data to identify areas for improvement and implement strategies to enhance operational effectiveness.

• Develop and implement policies, procedures, and quality standards to maintain excellence in patient care, service delivery, and compliance with industry regulations to include: HIPAA, CMS, and state Medicaid mandates

• Manage and optimize Contact Center technology infrastructure, including CRMs, voice recording systems, and reporting tools.

• Manage vendor relationships, technology solutions, and software systems utilized within the Contact Center to ensure optimal functionality and efficiency.

• Stay informed about industry trends, best practices, and technological advancements in Contact Center management and healthcare operations.

• Budget & Resource Management:

• Develop and manage the Contact Center budget, ensuring efficient allocation of resources to meet operational goals.

• Negotiate and manage contracts with vendors for technology and services related to the Contact Center.

• Oversee the procurement and deployment of new technologies to enhance Contact Center functionality.

Communication & Collaboration:

• Build strong relationships with internal stakeholders, including senior management, operations teams, and other departments.

• Develop and implement effective communication strategies to keep team members informed and engaged.

• Collaborate with cross-functional teams, including healthcare providers, IT, and administrative staff, to facilitate seamless communication and coordination of member care.

• Represent the Contact Center at meetings and conferences, promoting the team's achievements and goals.

• All other duties as assigned.

POSITION QUALIFICATIONS

Competency Statements

• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.

• Management Skills - Ability to organize and direct oneself and effectively supervise others.

• Diversity Oriented - Ability to collaborate effectively with people at all levels and backgrounds in the organization

• Relationship Building - Ability to effectively build relationships with customers and co-workers.

• Business Acumen - Ability to grasp and understand business concepts and issues.

• Coaching and Development - Ability to provide guidance and feedback to help others strengthen specific knowledge/skill areas.

• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.

• Presentation Skills - Ability to effectively present information publicly.

SKILLS & ABILITIES

Education:

Bachelor's Degree: Required

Master's Degree: Preferred

Experience:

• Bachelor’s degree in business administration, Healthcare Administration, or a related field.

• Minimum of 5 years of experience in a leadership role within a Contact Center environment.

• Proven track record of success in improving Contact Center efficiency, performance, and customer satisfaction.

• Strong understanding of Medicaid regulations and healthcare industry best practices.

• Excellent communication, interpersonal, and leadership skills.

• Ability to effectively manage multiple priorities, delegate tasks, and work independently.

• Proficient in Microsoft Office Suite and Contact Center technologies.

Computer Skills:

• Advanced computer skills included in the MS Office Suite (Word, Excel, Access, and PowerPoint).

Skills & Abilities:

• Problem-solving and critical thinking skills.

• Ability to trouble-shoot problem areas and recommend and develop effective system and process improvements.

• Strong analytical and conflict resolution skills.

• Proficiency in data analysis and data interpretation.

• Project management and organizational skills.

• Budget management and financial acumen.

• Strong negotiation and communication skills.

• Ability to work effectively under pressure and meet deadlines.

• Commitment to providing exceptional customer service.

WORK ENVIRONMENT

Physical demands: While performing duties of job, employee is required to move about the organization, especially for trainings and presentations (about 15% of the time). Employee must be able to sit for an extended length of time, as well as work at the computer for long periods (at least 50% of the time). Employee is required to use hands and fingers, especially for typing on the computer and using the mouse. Must also be able to reach with hands and arms & must occasionally lift heavy office supply boxes. Employee must be able to communicate, particularly on the phone and in person. Employee is occasionally required to travel locally, therefore must have means of transportation. Work Environment: Typical office environment with minimal to moderate noise levels and controlled office temperatures.