Responsible for directing a multi-functional member and provider Call Center in compliance with CCHP Policies and Procedures and HHSC contractual requirements and performance standards. Responsible for member data including enrollment, eligibility, communications, etc. Develops and deploys an effective management structure, training programs, and metrics to ensure department and staff performance. Directs technical needs of the Call Center working in conjunction with IT support to acquire and optimize equipment needs.
Bachelor's Degree or the equivalent work experience required.
4 - 6 years of proven leadership in a call center environment
10 years related work experience in healthcare, and/or Managed Care Programs, primarily, the HHSC's Children's Health Insurance (CHIP), STAR Medicaid, and/or STAR Kids Medicaid Programs.
Working knowledge of Healthcare compliance and HIPAA guidelines.
Excellent verbal and communication skills.*Must be fluent in English and Spanish.
Ability to multi-task effectively and able to set, satisfy, and exceed target metrics.
Computer literate with proficiency with Microsoft Outlook, Excel, Word, Access, PowerPoint and Kronos or equivalent timekeeping application.
Ability to provide direction for multiple teams; exhibit high initiative to get things accomplished; and high organizational ability to juggle multiple priorities.
Ability to perform well in team environment with staff at all levels in order to achieve business goals.
Ability to function well under pressure and meet deadline-oriented project demands as well as manage multiple initiatives
Ability to troubleshoot existing call center applications including Avaya Call Center.
Internal Number: 38724
About Cook Children's Health Care System
Cook Children's Health Care System embraces an inspiring Promise – to improve the health of every child in our region through the prevention and treatment of illness, disease and injury. Based in Fort Worth, Texas, we’re proud of our long and rich tradition of serving our community.