****MUST RESIDE IN VENTURA COUNTY, CALIFORNIA OR CLOSE PROXIMITY ******
ONSITE 6 WEEK TRAINING (Camarillo, CA)
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.
Work Culture:
GCHP strives to create an inclusive, highly collaborative work culture where our people are empowered to grow and thrive. This enables us to create the health plan of the future and do our best work –Together.
GCHP’s focuses on our 5 Core Values:
• Integrity
• Accountability
• Collaboration
• Trust
• Respect
Disclaimers:
• Gold Coast Health Plan will not sponsor applicants for work visas.
POSITION SUMMARY
Gold Coast Health Plan, a leading Medicaid provider in Ventura County, California, is seeking an experienced and results-driven Call Center Manager to support the dynamic operations of our Contact Center. This role, reporting directly to the Contact Center Director, the Manager will play a crucial role in ensuring efficient member service, operational excellence, and compliance with regulations. The Call Center Manager will be responsible for supervising a team of dedicated Contact Center Care Coordinators, implementing strategies to improve performance, and fostering a positive working environment.
Training occurs: November 18th through January 6th
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To accomplish this job successfully, the Call Center Manager must be able to satisfactorily perform each essential function listed below with or without reasonable accommodation. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statements
Leadership & Management:
• Ensure compliance with internal policies, procedures, and external regulations under the guidance of the Contact Center Director.
• Lead with empathy to foster team development by cultivating a supportive and inclusive work environment, promoting growth, and encouraging continuous learning.
• Supervise, coach, and mentor Contact Center team members, providing guidance on job expectations and performance.
• Support the recruitment, onboarding, and training of new team members to maintain a high level of talent and service quality.
• Collaborate with the Contact Center Director to develop and implement strategic initiatives aligning with organizational objectives.
• Ensure compliance with internal policies, procedures, and external regulations under the guidance of the Contact Center Director.
• Supervise, coach, and mentor Contact Center team members, providing guidance on job expectations and performance.
• Support the recruitment, onboarding, and training of new team members to maintain a high level of talent and service quality.
• Collaborate with the Contact Center Director to develop and implement strategic initiatives aligning with organizational objectives.
Operations & Performance Management:
• Assist in overseeing day-to-day Call Center operations, managing staff, resources, and workflows for optimal efficiency.
• Identify improvement areas for interdepartmental communication to help drive member satisfaction scores and outcomes (CAHPS, HEDIS)
• Monitor key performance indicators (KPIs) and assist in developing strategies to enhance operational effectiveness.
• Collaborate with the Call Center Director to implement and manage call routing systems, optimizing call flow and resource allocation.
• Manage and optimize CRM technologies (Salesforce) to enhance organizational efficiency, streamline processes, and drive data-driven decision-making within the organization develop and continuously improve all applicable SOPs to ensure adherence to internal and external quality assurance measures.
• Oversee and manage key performance indicators (KPIs) and reporting metrics for Call Center operations, focusing on metrics such as answer rate, resolution rate, and downtime to ensure optimal efficiency and performance.
• Foster collaboration with Gold Coast plan members and healthcare provider network to drive frontline call resolution.
Communication & Collaboration:
• Build and maintain strong relationships with internal stakeholders ranging from executive leadership and directors, as well as facilitating effective communication with direct reports.
• Assist in the development and implementation of communication strategies to keep team members informed and engaged on prioritized objectives and shifting targets based on weekly and monthly basis.
• Collaborate with cross-functional teams, including healthcare providers, IT, and administrative staff, to ensure seamless communication and coordination.
All other duties as assigned.
POSITION QUALIFICATIONS
Competency Statements
• Demonstrate leadership skills, supporting team members and contributing to effective decision-making.
• Exhibit management skills in organizing and directing the team.
• Collaborate effectively with individuals from diverse backgrounds within the organization.
• Build relationships with customers and co-workers, fostering a positive and inclusive work environment.
SKILLS & ABILITIES
Education:
• Bachelor's Degree: business administration, Healthcare Administration, or related field preferred
Experience:
• Minimum of 3 years of experience in a leadership role within a contact center environment.
• Proven success in improving contact center efficiency, performance, and customer satisfaction.
• Understanding of Medicaid regulations and healthcare industry best practices.
• Excellent communication, interpersonal, and leadership skills.
• Proficient in Microsoft Office Suite and contact center technologies.
Computer Skills:
• Proficient computer skills included in the MS Office Suite (Word, Excel, Access, and PowerPoint).
Skills & Abilities:
• Strong problem-solving and critical thinking skills.
• Ability to analyze data and recommend effective system and process improvements.
• Proficiency in data analysis and interpretation.
• Project management and organizational skills.
• Budget management and financial acumen.
• Effective negotiation and communication skills.
