AVP, Call Center Operations & Patient Engagement (Centrum Health)

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We are transforming healthcare to be value-driven, creating a seamless, consumer-centric care experience that maximizes value for all.

We believe that all health consumers are entitled to high quality, coordinated healthcare. We uniquely align the interests of health consumers, providers, and payors to make high-quality healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid.

The AVP, of the Call Center and Patient Engagement will be the strategic thought partner and leader overseeing Centrum Health’s onshore and offshore call centers and will lead the strategic and tactical planning and execution of all Call Center operations, including the development and execution of multi-modal patient engagement campaigns. The successful leader will demonstrate strategic vision and operational excellence to meet strategic goals in a fast-paced, high-growth healthcare delivery environment.

The leader’s success is measured by the organization’s ability to provide a high-quality patient experience while meeting Service Level Agreements (SLA), improving call performance, improving resource efficiency, and adapting new proven technologies to increase efficiency and achievement of metrics. In addition, this role actively contributes to the overall company operational targets and daily business decisions.

The AVP, Call Center Operations and Patient Engagement executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful leader is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

DUTIES & RESPONSIBILITIES

• Provide strong, dynamic leadership that recruits, hires, mentors, develops, and guides a bilingual team to continuously improve, meet or exceed KPIs and deliver greater value to our members and company
• Oversee executional aspects of call center operations including setting and monitoring SLAs, building effective processes leading to positive outcomes, and providing input on strategic updates
• Develop and implement operations and performance reports at overall team and agent-specific level
• Partner with executive leadership to provide recommendations on outbound campaign strategies, forecasting, staffing, hours of operation, and headcount with the goal of appropriate member engagement to achieve SLAs and KPIs, including call efficiency, low abandonment rates, high engagement rates, staffing utilization, and acceptable turnover
• Collaborate with IT to identify technological improvements and ensure smooth operational processes and procedures and ability to successfully serve patients during all operating hours
• Lead and participate in cross-functional teams addressing strategic and business requirements
• Partner with Learning & Development to develop function-specific orientation and training programs for Scheduling Center Agents
• Formulate policies and procedures that guide the Call Center operations team and lead to efficient and effective performance
• Ensure compliance with regulatory guidelines (HIPAA and Privacy Act) and standards and other quality assurance programs

EDUCATION AND PROFESSIONAL EXPERIENCE

• Bachelor’s degree required. MBA preferred.
• 10+ years of progressive advancement in strategy development and contact center operations management, strategy consulting experience a plus
• Proven strength visualizing and leading strategic change. Ability to identify issues and opportunities, structure solutions, shape analyses, provide strategic recommendations, and drive execution
• Strategic and analytical thinker with experience building strong systems and processes and precision in execution
• Understanding of healthcare or health insurance/ clinic practices.

PROFESSIONAL COMPETENCIES

• Experience with analytically heavy operations projects
• Proven track record managing people to achieve their highest potential
• Strong problem-solving, critical thinking, creativity, and business acumen
• Self-starter with the ability to drive projects with minimal oversight
• Comfort with and excitement for building new things
• Fluent communicating in Spanish and English

As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of NeueHealth, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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