Manager, Call Center Operations (Clinical)

Job Description

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose : Manage the implementation, maintenance and evaluation of organizational goals and strategies within the call center environment. Manage the daily operations of 24 hour, seven days a week call centers. Mentor subordinate site management in effective leadership and management skills.

• Serve internal and external customers through oversight of service delivery to exceed quality audit goals and successful and timely problem resolution.
• Mentor call center leadership towards optimal management practice and skill development as measured through performance evaluations and goals achievement.
• Build effective workforce through identification of key characteristics for call center roles; actively engage in recruiting activities, and active achievement of staff job description responsibilities.
• Ensure sufficient staffing to meet contractual, quality and compliance goals.
• Oversee planning and delivery of training and orientation of staff with resultant positive employee, member and client satisfaction scores.
• Develop, implement and monitor performance standards for staff as demonstrated by client and customer satisfaction and feedback, and achievement of quality monitoring and productivity goals.
• Serve as a liaison to internal and external customers to resolve client-based or contractual issues.
• Ensure development and implementation of unit and department work flows as evidence by increased efficiencies and decrease in concern trends.
• Accountable for fiscal management within budgetary parameters and effective allocation of resources within responsible call center.
• Administer policies and procedures and ensures compliance.
• Maintain and monitor compliance with regulatory standards as evidenced by successful site audits and adequate licensure coverage for lines of business
• Accountable for oversight of facilities’, equipment and vendor agreements.
• Research and implement “best practices” in industry.
• Responsible for successful integration of acquisitions, programs, and new business as measured by customer and client feedback.
• Performs other duties as assigned
• Complies with all policies and standards

Ideal candidate will be located in central or mountain time zone with clinical license and prior experience in behavioral health. Additionally, we ideally seek an individual with a minimum of 5 years of management experience and experience working within a call center environment.

Education / Experience : Bachelor’s degree in Nursing or other related field. Certain programs may require a Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy or Substance Abuse Counseling as alternative. Master’s degree preferred. 5+ years of relevant clinical and administrative experience. Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff. Call Center experience preferred.

License / Certification : Must have one of the following : RN, Licensed Professional Counselor, Licensed Clinical Social Worker, Licensed Marriage and Family Therapist, Licensed Psychologist, or Licensed Independent Substance Abuse Counselor.

Pay Range : $86,000.00 - $154,700.00 per year

Centene offers a comprehensive benefits package including : competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act