Director of Call Center/Insurance Certification

Responsibilities include managing business plan development and strategy, implementation of business plan, and budgetary control for Order Fulfillment ( Medicare  insurance certification) departments.  Work closely with executive level management and cross-functional departments to develop and implement customer support activities and programs.  Establish and communicate department vision and direction.  Deliver optimal results in customer satisfaction, quality assurance, productivity, cost containment, and technological advancement. 

Responsibilities

• Ensures department meets overall Home Care Order Fulfillment/ customer service, efficiency and financial goals.


• Establishes and maintains policies and procedures which support the Company and industry standard.


• Works with other functional areas within the revenue cycle process to identify trends or issues which would potentially affect reimbursement.


• Compiles, analyzes and monitors management reports and provides relevant information to Order Fulfillment management on a regular basis.


• Establishes protocol for and manages Managed Care Organization (MCO) clinical teams.


• Establishes and manages the department’s budget.


• Mentors junior managers and others in the departments.


• Develops and maintains relationships with internal and external customers.


• Participates in any and all reasonable work activities as may be deemed suitable and assigned by management.


• Conforms to, supports and enforces all Company policies and procedures.

Qualifications

• Requires a Bachelor Degree in Business Administration or related field.


• Requires a minimum of 10 years of experience in Sales Operations Support Services, Call Centers, or related field.


• Experience in budget management and project management is required. 


• Understanding of information systems is required. 


• Ability to initiate, organize and implement change; think logically;


• Ability to understand how the Company interacts with others in the healthcare community.


• Ability to develop and analyze various types of reporting; perform projections for staffing and budgeting; manage projects with analysis and reporting.


• Ability to deal effectively with all employees and external business contacts while conveying a positive, service oriented attitude.


• Medicare experience a plus.


• Ability to communicate effectively