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Senior Manager U.S. Healthcare Contact Centers
3 weeks ago
About the Job
Sagility is seeking an experienced Engagement Services Leader to join our U.S. Healthcare Contact Center Operations team. As a key member of our leadership team, you will be responsible for driving customer satisfaction, operational excellence, and business growth across our healthcare contact center services.
Key Responsibilities:
- Client Relationship Management: Develop and maintain strong relationships with healthcare clients, understanding their goals, challenges, and expectations, delivering tailored strategies to ensure service excellence.
- Operational Leadership: Oversee the daily operations of the healthcare contact center, ensuring efficient and effective service delivery, managing the execution of key contact center functions, such as inbound and outbound calls, customer service, patient support, claims inquiries, and appointment scheduling.
- Team Development and Management: Lead, mentor, and develop a high-performing team of contact center agents, supervisors, and managers, fostering a positive, customer-focused culture within the contact center, promoting teamwork, accountability, and continuous improvement.
- Client Reporting and Communication: Develop and deliver regular reports to clients, highlighting key performance metrics, trends, and service delivery updates, analyzing contact center data to identify insights, improve service offerings, and optimize operational efficiency.
- Business Process Improvement and Innovation: Identify opportunities to streamline operations, improve processes, and enhance the overall customer experience, leading initiatives aimed at implementing new technologies, automation, or process improvements within the contact center environment.
- Compliance and Regulatory Adherence: Ensure compliance with all relevant U.S. healthcare regulations, including HIPAA, CMS, and other industry-specific standards, within the contact center operations, maintaining a high level of security and privacy protection for patient data, ensuring confidentiality and compliance in all interactions.
- Performance Management and Continuous Improvement: Set clear performance expectations, monitor progress, and hold the team accountable for meeting goals related to customer satisfaction, productivity, and quality, promoting a culture of continuous improvement, regularly assessing and refining workflows, technology solutions, and agent training to enhance operational efficiency and client outcomes.
- Budget and Resource Management: Manage operational budgets and resource allocation to ensure efficient and cost-effective contact center operations, forecasting staffing needs based on call volume and workload, ensuring adequate coverage to meet service demands, optimizing resource utilization, minimizing inefficiencies, and improving profitability.
Requirements:
- Education: Bachelor's degree in business administration, Healthcare Management, or a related field (master's degree preferred).
- Experience: 20+ years of experience in healthcare contact center operations or a related BPO environment, at least 10+ years in a leadership or management role, with a proven track record of managing contact center teams and client relationships.
- Skills: In-depth knowledge of healthcare customer service processes and contact center best practices, strong leadership, communication, and interpersonal skills, with the ability to inspire and manage teams, proven ability to drive operational performance, customer satisfaction, and business growth, proficiency in contact center technologies (CRM systems, IVR, ACD, WFM, etc.) and performance management tools, analytical mindset with the ability to interpret data and implement improvements based on performance metrics.
- Certifications: Relevant certifications in healthcare management, contact center operations, or project management (e.g., Six Sigma, Lean) are a plus.
- Attributes: Client-focused with a strong service orientation, results-driven with a passion for operational excellence, strong strategic thinker, capable of managing complex client accounts and delivering tailored solutions, ability to manage change and adapt to a dynamic healthcare environment, excellent communicator with the ability to foster positive relationships both internally and externally.
