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Director, Call Center Operations - Vendor Management

Centene Corporation Clayton, Missouri

As part of the Customer Service department, you’ll use your knowledge of Centene’s insurance products and service to help our members understand their benefits, details and policy procedures. With your skills, you can help transform the health of every community, one person at a time.

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What does it take?

What are the qualities that will help you achieve success in this role at Centene?

Success Profile

  • Detail-oriented
  • Organized
  • Proactive
  • Positive
  • Trustworthy
  • Consistent

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Our Customer Service Roles

Customer Care Opportunities at Centene

Our Customer Service teams work to ensure high levels of service and customer satisfaction. Learn more about this vital group at Centene

Claims Analyst

As part of a tight-knit team and working as a partner to each provider, you’ll evaluate the needs of your health plan and process all claims in accordance with guidelines.

Claims Liaisons

While ensuring that provider and member requests are taken care of, you’ll review requests from providers and work with state health plans to ensure the accuracy and quality of claims.

Customer Service Representative

You’ll use your healthcare knowledge, analytical skills and our information resources to quickly and correctly answer questions from members and providers.

Enrollment Analyst

You’ll process incoming membership files and focus on maintaining the enrollment integrity of our individual health plan systems.

Systems Solutions Manager

While leading a team of business analysts, you’ll work with the IT department to drive end-to-end solutions for core applications supporting Centene’s operations. Claims Analyst.

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Responsibilities

Job ID 1163699

Category Customer Service
Schedule Full-time
Description:

Position Purpose: Responsible for the development, implementation and management of call center related initiatives that impact health plan member and provider operations. Manage service levels and identify service opportunities, new business implementations, and product expansions specific to service delivery.

  • Identify and implement strategies to maximize call center service level performance
  • Develop, implement, and oversee activities related to new health plan call center development including recruitment, process design, technology deployment, and service operations management
  • Develop, implement and manage programs centered on member satisfaction, training and quality
  • Initiate, design, and implement process improvement initiatives and analysis, department business development, and annual satisfaction initiatives
  • Manage all service related initiatives including identification of business need, strategy recommendation, project outline, management of deliverables, and ROI
  • Work collaboratively to facilitate the design, development and implementation of policies, procedures and practices related to call center operations
  • Implement new business initiatives including system design, implementation, and performance management
  • Coordinate with business partners to diagnose and resolve issues that will meet end user requirements.
  • Develop and monitor service level report to ensure compliance with company metrics and standards.
  • Work collaboratively with technical support to manage operational systems and ensure reporting and metrics are viable
  • 25-30% travel required
  • Qualifications:


    Education/Experience: Bachelor’s degree in Business, Information Systems, Operations or related field. 7+ years of call center operations experience. Experience with IVR, quality monitoring, and workforce management applications. Experience in business requirement definition, training, project management, and system/process implementation. Previous management experience including responsibilities for hiring, training, assigning work and managing performance of staff. Health plan operations and vendor relations experience preferred.

    Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

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    Quote

    “Centene has been instrumental in my professional development. I’m pushed in a way that challenges my fears, improve my skills, and enhance my knowledge on healthcare.”

    - Meaghan Hooks, Business Analyst II

    “My job has a direct impact on our providers and members. With every claim paid out the door we are directly helping to save someone’s life!”

    - Jonelle Levy, Business Analyst II

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    Our Awards

    Centene is consistently recognized for how well we treat our members, our people, and the communities we serve.

    Honored to be Honored

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    Our Hiring Process

    Learn more about our hiring process and discover other helpful information for applicants.

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    “Centene is an exciting company to work for.”

    Esmeralda Baig

    Started as a Case Manager, now a Senior Vice President of Operation

    See Esmeralda's career path

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