Manager, Contact Center Services

MedImpact Healthcare Systems, Inc.•Plymouth, MI

4d•$81,581 - $138,690•Onsite

About The Position

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare. At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution! Job Description Manages assigned work groups to achieve the goals and objectives of the business unit, including budget, productivity, and transaction quality. Promotes the overall vision and strategies of the enterprise. Responsible for delivering exceptional service to customers, including open channels of communication, prompt response to inquiries and requests, and timely, accurate results that meet client specifications. Responsible for managing the operation of multiple Customer Contact Centers ensuring adherence to proven best practices, development of staff through the career path process, alignment and support of the sales process including responding to RFPs, and achievement of performance standards and client performance guarantees. Serves as a key interdepartmental liaison to assure open communication & collaboration with client teams, client shared services, and enterprise support staff. Champions service excellence and builds internal partnerships that optimize service capabilities for our customers. Relies upon extensive knowledge of healthcare operations concepts, practices and procedures. A wide degree of independence, latitude and creativity is expected.

Requirements

BS/BA degree or equivalent plus 5+ years of experience; 1 year of SME in respective area(s); and 3+ years of supervisory experience; 4 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader (Dir+) that must completed within 12 months in new position may substitute for the supervisory experience requirement.
Excellent knowledge of the MedAccess system or similar Windows based database program.
Proficiency with MS Word, Excel, Visio, MS Access and Outlook to create complex documents, manage schedules, create process flows, and analyze data.
Demonstrated ability to positively interact with clients, customers and assigned staff.
Demonstrated accountability for achieving service commitments and ability to achieve results in a production environment.
Excellent skills in written and oral communication; organization/prioritization; decision-making; problem analysis and resolution; negotiation; team building; and leadership.
Ability to maintain a high degree of confidentiality using, tact, discretion, and professionalism in all aspects of the job.
Strong attention to detail and follow-through skills.
Ability to gather business requirements and client/vendor specifications.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Nice To Haves

Current Pharmacy Technician License and/or CPhT certification preferred.

Responsibilities

Provides leadership in order to recruit, manage and retain the necessary resources to successfully perform the duties of the assigned work group(s).
Develops staff to meet the current and future needs of the organization.
Models and cultivates staff behaviors that achieve business success, including leadership skills, collaboration, accountability, and ownership.
Ensures that staff members are aware of business plan objectives, individual accountabilities, and the competencies critical to successful job performance
Manages work group(s) to achieve service commitments, including sustainable, measurable, accurate, reliable, and timely execution of project deliverables.
Provides day-to-day leadership and direction including, developing and administering policies, business processes, quality standards, measurement criteria, and operating budgets.
Sets high standards and encourages new ideas for improving organizational performance.
Partners with other MedImpact business units to effectively resolve customer issues and inquiries, implement new business, design solutions that meet the mutual needs of MedImpact and our customers.
Supports new product offerings and strategic sales & marketing efforts.
Actively participates as a key member of cross functional workgroups, teams, and committees as assigned.
Leads and promotes continuous improvement by developing and documenting business processes, assigning roles and responsibilities, and measuring results.
Identifies and leads the improvement opportunities for assigned work group(s) and business processes.
Seeks out and actively participates in business initiatives that contribute to service excellence.
Utilizes planning, prioritizing, and organizational skills to effectively manage the assets, tools, and processes necessary to achieve business objectives.
Provides recommendations for the acquisition/development or enhancement of tools and applications necessary to support the business in an efficient and quality manner.
Manages and maintains commitment to operational goals in the face of obstacles and collaborates with internal customers.
Cultivates positive relationships with MedImpact customers through direct interaction and by achieving positive customer satisfaction results.
Promptly responds to service failures, resolves issues, and escalates concerns as appropriate.
Manages assigned staff in the segment area.
Responsible for the overall direction, coordination, and evaluation of the unit.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.
This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).
One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.