Manager, Resolution Operations

Healthcare Financial•Quincy, MA

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 manages and develops Supervisors and Team Leaders, uses operational data to guide decisions, identifies ways to improve efficiency, quality, productivity, and profitability, and supports planning, budgeting, forecasting, and growth initiatives. The manager establishes expectations and monitors service levels and quality metrics while collaborating with IT, Data Services, HR, Finance, Account Management, and senior leadership. The position is focused on building an accountable, supportive team culture and delivering exceptional service to health plan clients and the individuals served. The role requires at least five years of contact center experience in health insurance, a government agency, or human services; at least five years of operations and people leadership; and at least two years managing a remote workforce. Experience supervising multiple business functions and a staff of 12 or more is required. The role is based on HFI’s Massachusetts salary range and requires the ability to work within the contiguous United States. Travel as needed is expected at 5–10%.

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 supervising multiple business functions and a staff of 12 or more.
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.
Ability to analyze data in Excel to identify trends and variances from goals.
Strong technical, organizational, communication, 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 with MS Office.
Ability to work well in a fast-paced, team-oriented environment.
Willingness and ability to travel as needed (5–10%).
Ability to work within the contiguous United States and the District of Columbia.

Nice To Haves

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

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 initiatives for department growth.
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 call-system functionality.