Founded in 2016, we’ve become a trusted and valued partner for health plans and providers. We offer a modern integrated ecosystem of healthcare operations, processes, and products, with inherent scalability, efficiency, and predictable outcomes. Our BPaaS delivery solutions work behind the scenes to manage our customers’ complex admin operations, giving them elbow room to focus on their members’ needs and well-being.
Bending cost curves, guaranteeing outcomes, finding paths through roadblocks – that’s our way of life. Our customers count on us to safely navigate them through deadlocks. We have a strong global presence and a dedicated workforce of 4000+ people spread across the world.
Our brand is built on strong foundations of simplicity, honesty, and leadership, and we stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.
You Are
UST HealthProof is looking for a Call Center Manager II, reporting to the Customer Service Director. The Call Center Manager II is responsible for both direct and indirect reports and will lead efforts to implement policies and procedures to foster an environment of excellence in servicing UST HealthProof Healthcare customers. This includes leading and managing a team of 1 to 10 Team Leaders and up to 100+ Call Center agents, extensive interaction with client organization and multiple stakeholders, delivering a high-quality Call Center operation, exceeding all service level agreements and KPIs, driving operational excellence, and building competencies for delivery.
The Opportunity
Implement a daily operations governance process to analyze, prioritize, and deliver daily, weekly, and monthly targets.
Create enhanced reporting for Call Center metrics on agreed Key Performance Indicators as set forth in Standard Operating Procedures from the clients.
Be responsible for day-to-day interactions with the client organization to help run a high-quality Call Center operation.
Collaborate with client and Audit team to understand and establish a robust Quality program – to measure, analyze, root cause analysis, and implement corrective actions as needed.
Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals.
Ensure consistency with call listening and use of supporting tools.
Timely and accurate completion of standard and advanced quality forms, reports, and analysis
Lead, attend, and delegate quality calibration sessions.
Establish a transparent communication plan with client Call Center leadership to address issues, concerns, and take preventive measures to avoid service quality issues.
Ensure smart goals are established for teams and provide regular feedback, appraisals, and coaching to ensure optimal performance.
Manage personnel matters including attendance, holidays, PTO, sick days; approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What You Need
10 - 15+ years of operations experience, 10 of which were in a supervisory role
Excellent comprehension and communication skills (verbal and written)
Must have some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, physician’s office, billing, account receivable on Call Center processing experience preferred
Some experience in outsourcing operations or service industry preferred
Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report and present findings in a structured way
Excellent People skills – ability to build and motivate a large operations team of up-to 100 associates
An ability to lead the team though change with persistent positivity
An ability to adapt quickly to a fast-paced environment
High proficiency in MS Excel and PowerPoint Location: Remote or Eastern Time Zone.
Flexible work schedule, which can include 8:00 a.m. to 11:00 p.m., Eastern, 7 days a week depending on seasonality.
Work schedules are subject to change.
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. As required by applicable law, UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Remote
Compensation Range: $74,000-$110,000
Our full-time, regular associates are eligible for 401K matching, and vacation accrual and are covered from day 1 for paid sick time, healthcare, dental, vision, life, and disability insurance benefits.
What We Believe
At UST HealthProof, we envision a bold future for American healthcare. Our values are the bedrock beliefs our organization holds dear. They not only define what our brand stands for but also serves as a compass guiding every action and decision.
Guiding Principles
These principles illuminate the path of ‘how’ we operate. They detail actions and behaviors we much embody to honor our values and achieve our goals.
Integrity
Integrity is our currency to build relationships. We believe in being open and honest. It is only natural when we have nothing to hide. It demonstrates that we are here to do the right thing, no matter who is watching.
People-Centricity
Everything that we do reflects our deep bonds with peers and customers. These aren't mere transactions, but transformational ties. They shape our culture and decisions, affirming that our true value lies in the lives we touch and impact.
Simplicity
Simplifying complexity underlines everything we do - this approach is what makes us unique. We come with an open mind and straightforward approach, cutting our way to the core with measurable and actionable insights.
Leadership
Taking ownership is about taking initiative, being in-charge and driving things to completion. It’s a brave choice to ‘own’ all aspects of our work, ensuring we take full responsibility for everything we handle.
Mission
A future possible only when health plans are free from administrative burdens so they can truly focus on what matters more – their members’ well-being.
#Healthproof
#CB
Skills
People Leadership,Excellent Communication,Team Builder
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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