Manager of Member Experience Operations

NationsBenefits is recognized as one of the fastest-growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members.

Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.

Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.

We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike. Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.

OVERVIEW

Manages the daily operational flow of the Call Center Operation to ensure performance fulfills expectations consistent with the of the goals of NationsBenefits. Manages the production of the Call Center team members and ensures all MEAs are engaged, knowledgeable and delivering superior Member and Client experiences.

Provides leadership to the Supervisory team and support to all levels of Management.

PRIMARY RESPONSIBILIES

• Works closely with the Director of Member Experience Operations to assist and ensure the Call Center’s strategies and initiatives are implemented, understood, and adhered to.
• Manages the adherence of all standard operating procedures and departmental policies.
• Responsible for producing staff schedules and ensuring timely adjustments based on forecasted business demands intel.
• Manage time and attendance, payroll approvals, schedule adherence, and oversee timely delivery of corrective action and coaching.
• Provides assistance, guidance and support to the Supervisory team.
• Ensure communication of key initiatives impactful to the operation are communicated timely and consistently.
• Works closely with Quality Assurance team and MEAs with developing skill sets for continued career growth and advancement.
• Utilize all dashboard tools and metrics to monitor and evaluate call flow, recognize, and respond to potential risks to SLA performance levels.
• Provide direct agent assistance and response to all requests for assistance and guidance.
• Maintain SOP’s and reference documents in knowledgebase platform.
• Assist and support Training team with delivery and execution of new hire onboarding process.
• Ability to remain confidential with all proprietary information
• Adherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines.
• Performs additional duties as assigned by Management based business demands.

SKILL REQUIREMENTS

• Ability to motivate, engage and lead a team of call center professionals in an on-site or remote workforce environment.
• Ability to work well under pressure, in a highly dynamic and fast-paced environment.
• Ability to work independently and capable of exercising excellent judgment to resolve operational and Member related issues that arise.
• Engaging, compassionate, energetic, and enthusiastic attitude required.
• Ability to interact with and respond to all levels of Executive Management.
• Excellent verbal and written communication skills.
• Ability to work a flexible schedule based on operational demands (day, night, weekends, holidays)

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Associate’s or Bachelor’s Degree preferred, or equivalent work experience required.
• 3+ years Contact Center experience required, preferably in the Health Care industry.
• 1+ years Supervisory experience preferred.
• Proficient in technologies related to contact center operations preferred (Mitel, Ignite, CRM, ADP, Litmos, Panviva).
• Highly Proficient in Excel, Word and PowerPoint applications.

HOURS

This is a salary position that will work Monday through Friday; and there is potential for some weekends as needed.

NationsBenefits is an equal opportunity employer.