Director, Health Insurance Call Center

Worcester, MA

We are seeking an individual to effectively manage the customer service function for our busy health insurance call center located in Worcester, MA. We are seeking candidates with prior experience in medical insurance claims and/or provider relations with prior leadership experience. Skills/Abilities: Claims experience and/or provider relations required Coordinates resolution of member claims while maintaining excellence in customer service Experience managing a call center team in meeting established goals, KPIs, SLAs Must be able to multitask and have excellent organizational skills Ability to train, coach, and engage staff members Experienced in performance management Collaborate and execute effective action plans with peers Ability to comply with Insurance Department and E&O regulations required Experienced in multi-platform technologies Experienced in reading, interpreting, reporting, and monitoring call center analytics Guides team in retention and sales quota as required Prioritize, manage change, and effectively supervise conflict resolution. Qualifications/Education/Experience: College degree or equivalent work experience Related work experience in a contact center/claims processing/memberships service environment Familiarity with AVAYA phone system, Microsoft Office products Microsoft Dynamics CRM usage a plus

Contact mhood@reardonassociates.com for more details.

Customer Service

Posted on Oct 16, 2015