Manager, Contact Center Services

• Leads and promotes continuous improvement by developing and documenting business processes, assigning roles and responsibilities, and measuring results.  Identifies and leads the improvement opportunities for assigned work group(s) and business processes.  Seeks out and actively participates in business initiatives that contribute to service excellence.
• Utilizes planning, prioritizing, and organizational skills to effectively manage the assets, tools, and processes necessary to achieve business objectives.  Provides recommendations for the acquisition/development or enhancement of tools and applications necessary to support the business in an efficient and quality manner.
• Manages and maintains commitment to operational goals in the face of obstacles and collaborates with internal customers.  Cultivates positive relationships with MedImpact customers through direct interaction and by achieving positive customer satisfaction results.  Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients; Manage difficult or emotional client situations.

Supervisory Responsibilities

Manages subordinate supervisors who supervise a staff exempt and non-exempt employees in the Contact Center Services department.  Responsible for the overall direction, coordination, and evaluation of the unit.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Develops staff to meet the current and future needs of the organization.  Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership.  Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance.  Carries out management responsibilities in accordance with the organization's policies and applicable laws. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

-BA degree or equivalent  plus 5+ years of experience in a PBM or healthcare environment and 3 years of supervisory experience; or equivalent combination of education and experience. Supervisory experience may be substituted with four (4) years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be  completed within 12 months in new position. 

Computer Skills

Excellent knowledge of claims adjudication systems or similar database programs.  Proficiency with MS Word, Excel, Visio, MS Access and Outlook to create complex documents, manage schedules, create process flows, and analyze data. 

Certificates, Licenses, Registrations

Other Skills and Abilities

Demonstrated ability to positively interact with clients, customers and assigned staff.  Demonstrated accountability for achieving service commitments and ability to achieve results in a production environment.

Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership. Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job.  Strong attention to detail and follow-through skills. Ability to gather business requirements and client/vendor specifications.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Competencies

A wide degree of independence, latitude and creativity is expected.  To perform the job successfully, an individual should demonstrate the following competencies:

Business Knowledge - Demonstrates clear understanding of the nature of the business -- its products and services, goals, market, competitors and challenges. 

Interpersonal Effectiveness - Demonstrates good people skills by showing a commitment to teamwork, resolving conflicts effectively and with respect for others’ viewpoints, respecting differences and building strong relationships and networks.

Results-Oriented Management - Translates vision and objectives into concrete action steps, sets priorities for use of resources by focusing on actions with optimal impact for the business, identifies obstacles to plans and takes steps to resolve them, communicates and implements realistic, effective plans with clear objectives and milestones.

Change Management - Exemplifies a positive, proactive response to change, fully grasps and articulates the envisioned results of the change process, keeps others informed about events and trends that may impact the organization, and involves others in the change process to maximize buy-in and minimize stress. 

Communication -Expresses self clearly and effectively in face-to-face interactions, presentations and written documents, and employs active listening skills to ensure productive interactions.

Continuous Improvement of Products and Processes - Identifies new possibilities for improvements in products, services and processes, continually works to improve overall value and customer satisfaction, uses measurements to track effectiveness and drive improvement efforts, and finds better ways to use existing technologies and resources.

Customer/Client Focus- Shows solid grasp of characteristics and needs of both internal and external customers, interacts directly with customers, takes personal responsibility to ensure that customers’ concerns and needs are fully understood and addressed, and follows up to ensure customer satisfaction. 

Problem Solving - Analyzes problems logically to identify root causes, seeks input from a wide range of sources, asks insightful questions and formulates effective solutions.

Financial Acumen - Demonstrates accurate understanding of financial measurements and documents, how his/her actions affect the company’s bottom line, and what must be done to keep profits and cash flow healthy.

Political Savvy - Recognizes issues of power and politics that may impact a project or decision and handles them with diplomacy and ease; skillfully deals with roadblocks in order to facilitate progress while maintaining good working relationships.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and distance vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this Job, the employee is in an office setting and is exposed to moderate noise (examples: business office with computers and printers, light traffic)

Work Location

This position works on-site at the San Diego Headquarters or other company location (or from a remote location with management approval based on business requirements). Must provide adequate support to internal clients; be available for regular interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as be available to facilitate effective decisions through collaboration with stakeholders.

Working Hours:

This is an exempt level position requiring one to work the hours needed to get the job done.  Also, the Contact Center is open 24 hours per day each day of the year.  Therefore, one must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required.  This may be changed from time to time to meet the needs of the business. 

Travel:

This position requires travel a minimum of 10% of the time.  Also, attendance maybe required at various local training sessions and/or meetings.