MAXIMUS

Director - Contact Center

US-MA-Boston
3 months ago
Requisition ID
2017-25208
# of Openings
1
Job Function
Management
Job Schedule
Regular Full-Time

Overview

Overall responsibility for the Contact Center and Customer Encounter responsibilities.

Responsibilities

  • Manage the day-to-day activities of the Contact Center utilizing Call Center best practices
  • Adhere to, and ensure client satisfaction with, all Contract requirements including but not limited to Service Level Agreements (SLAs), metrics, hours of operation, quality assurance, and finance
  • Establish, oversee, and track processes related to meeting the SLAs in the Contract
  • Assist in the creation and implementation of innovative methodologies to improve Contact Center performance including innovative staffing methodologies and initiatives to expand and promote the use of self-service options
  • Establish and oversee an efficient and effective Managed Care Eligible Member enrollment process
  • Provide supervision to and coach, mentor, and develop the Contact Center leaders
  • Work with Project Management Office to ensure appropriate and effective usage of Change Control process
  • Ensure quality in operations by ensuring proper documentation, controls, and measurements are in place for all key Contact Center processes
  • Team with the Director of Quality to support the identification of at least four Quality Improvement Projects each year
  • Work closely with the Project management team to coordinate activities and communicate needs
  • Adhere to corporate standards for leadership, support financial management and forecasting, and authority provisioning according to the MAXIMUS Authority Matrix
  • Comply with all corporate and Project policies, including those for human resource activities
  • Stay abreast of policy and legislative and regulatory changes related to MassHealth and Medicaid, including current trends both locally and nationally in payer health care Encounter management and support
  • Work closely with EOHHS managers and attend weekly meetings at the EOHHS central office
  • Perform other duties as assigned by management

The Ideal Candidate will Possess the Following Additional Education and Experience

  • Bachelor's degree from an accredited college or university or equivalent work experience; Master's degree in related field preferred
  • Minimum 10 years’ experience managing a customer service center;
  • Direct knowledge of Medicaid in a managed care environment and MassHealth program. 
  • Experience with HIPAA compliance, social service, geographic and demographic environments.
  • Experience in health care administration and management
  • Experience building teamwork across cross-functional teams
  • Experience with establishing written procedures, monitoring calls, and reviewing performance of queues
  • Experience with maintaining Call Center during businesses hours, controlling and monitoring program expenditures and managing within financial limits
  • Excellent written and verbal communication skills
  • Ability to perform comfortably in a fast-paced, deadline- and detailed-oriented work environment
  • Ability to successfully execute many complex tasks simultaneously; and ability to work as a team member, as well as independently

EEO Statement

A committed and diverse workforce is our most important resource.

MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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