Manager, Resolution Operations

Healthcare Financial, Inc.•Quincy, MA

3d•$85,000 - $100,000

About The Position

Healthcare Financial, Inc. (HFI) is seeking a Manager, Resolution Operations to lead people, processes, and performance across its Social Security and Medicare operations. The role develops leaders, uses data to guide decisions, solves operational problems, and helps ensure effective, compassionate service for health plan clients and the individuals HFI serves. The manager oversees Supervisors and Team Leaders, monitors operational performance and service quality, and identifies opportunities to improve efficiency, productivity, quality, and profitability. The role also contributes to strategic planning, budgeting, forecasting, and growth initiatives, while collaborating with IT, Data Services, HR, Finance, Account Management, and senior leadership. The position requires the ability to work within the contiguous United States and travel as needed, estimated at 5–10%. The Massachusetts-based annual salary range is $85,000–$100,000. HFI describes a comprehensive benefits package and flexible work options. HFI will not provide immigration-related support or sponsor a new applicant for employment authorization for this position.

Requirements

At least 5 years of contact center experience in the health insurance industry, a government agency, or human services.
At least 5 years of operations and people leadership experience.
At least 2 years of experience managing a remote workforce.
Experience with call center technology and best practices, such as Five9, IVR, auto-dialers, and campaigns.
Knowledge of Medicare program rules and regulations.
In-depth knowledge of managed care health plan processes.
Experience supervising multiple business functions and a staff of 12 or more.
Ability to analyze data in Excel to identify trends and variances from goals.
Strong technical, organizational, and communication skills.
Excellent leadership, mentoring, and management skills.
Strong project management skills.
Ability to make administrative and procedural decisions and judgments.
Ability to foster a cooperative work environment.
Self-motivated, responsible, and accountable; identifies learning needs and seeks appropriate assistance.
Excellent computer skills, especially Microsoft Office.
Ability to work effectively in a fast-paced, team-oriented environment.
Willingness and ability to travel as needed (5–10%).
Technical experience with call systems and ability to improve their functioning through collaboration with IT.
Ability to work within the contiguous United States.

Nice To Haves

Bachelor’s degree preferred.
Knowledge of Medicaid/MassHealth and/or SSI/SSDI programs and public policy.
Experience leading teams of more than 50 employees is desirable.

Responsibilities

Manage, mentor, and develop Supervisors and Team Leaders.
Monitor performance, analyze trends, identify gaps, and use reporting to guide operational decisions.
Identify opportunities to improve efficiency, quality, productivity, and profitability across Social Security and Medicare operations.
Support strategic planning, budgeting, forecasting, and growth initiatives.
Set clear expectations, monitor service levels and quality metrics, and address operational challenges.
Collaborate with IT, Data Services, HR, Finance, Account Management, and senior leadership.
Foster a positive, accountable team culture and ensure exceptional service for health plan clients and the individuals served.
Collaborate with the IT Department to improve the functioning of call systems.