Key skills
CRM
About this role
Role Overview
- Manage day-to-day operations of the Medicare Call Center, including inbound/outbound member support
- Lead, coach, and develop supervisors and frontline representatives
- Ensure adequate staffing, scheduling, and workload distribution to meet service levels
- Oversee onboarding, training reinforcement, and ongoing performance management
- Ensure compliance with CMS regulations, Call Center Monitoring (CCM) requirements, and company policies
- Maintain readiness for CMS audits and corrective action plans (CAPs)
- Drive key performance indicators (KPIs) including AHT, FCR, CSAT, QA scores, abandonment rate, and compliance metrics
- Serve as escalation point for complex member inquiries and complaints
- Collaborate cross-functionally with Operations, Compliance, IT, Enrollment, Claims, and Provider Services
Requirements
- Bachelor's degree or equivalent experience
- 2+ years of call center operations experience
- 2+ years in a people management role
- Experience managing KPIs, quality programs, and compliance audits
- Proficiency with call center technologies (ACD, CRM, QA platforms)
Benefits
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance and many other opportunities