Manager, Behavioral Health Call Center

Description:
Maintains total management responsibility for the Center’s customer service operations and ensures that performance standards are consistently metDevelops operating policies and procedures for the customer service department, ensuring contractual compliance, state regulations and company policies and procedures are in compliance. Ensures connectivity of all toll free business access numbers Develop, implement, and maintain a training program for all new member referral coordinators. Leads activities associated with the customer service department, including supervision of member referral representatives. Ensures that all client performance guarantees are met. Maintains appropriate staffing levels to ensure appropriate phone coverage of the service center. .Visit our website at:www.apshealthcare.comReferral bonus available to APS Healthcare Employees*
In accordance to guidelinesAPS HEALTHCARE Bethesda, Inc. and its subsidiaries and affiliates (APS) are Equal Opportunity Employers which employ qualified individuals based upon job related qualifications regardless of race, religion, color, sex, national origin, age, disability, or any other classification proscribed under applicable federal, state, or local law. APS complies with the law regarding reasonable accommodation for disabled employees. Applicants requiring reasonable accommodation in order to participate in the interview process are requested to contact Human Resources in order to arrange such accommodation.
REQUIREMENTS
Requirements:
Minimum of 5 years call center experience in a service industry is required (inbound) Minimum of 2 years supervisory experience in a service industry is required Healthcare experience in a managed care setting, preferably behavioral healthcare Strong staffing, training and development experience Analytical, take-charge, self-sufficient, customer focused and leadership personality Excellent communication and organizational skills
Education:
Bachelor’s Degree in Business Administration, or equivalent work experience.