ABOUT US

At Agile People and Payroll, LLC, we value diversity and inclusivity as strengths that make our teams successful, and we are passionate about helping our employees reach their full potential. As a Director, we want you to feel that your employment with us will be meaningful, mutually beneficial, and enjoyable.

POSITION SUMMARY

The Director of Contact Center Medicare Operations is a pivotal leadership role
responsible for directing and optimizing all aspects of contact center operations
specifically focused on Medicare-related inquiries and services. This position demands
a strategic thinker with comprehensive knowledge of Medicare regulations and policies,
coupled with strong managerial skills to lead teams effectively. The Director will oversee
day-to-day operations, guiding the sales teams, ensuring compliance with
Medicare/ACA guidelines, and drive exceptional customer service experiences for
Medicare/ACA beneficiaries.

ROLE RESPONSIBILITIES

1. Operations Leadership:
   • Provide strategic direction and leadership to the Medicare and ACA contact center teams, ensuring alignment with organizational goals and applicable regulations.
   • Develop and implement operational strategies to optimize efficiency, accuracy, and quality in handling Medicare-related inquiries and services.
   • Stay abreast of changes in Medicare policies, guidelines, and regulations, and ensure compliance in all contact center operations.
2. Team Management and Development:
   • Recruit, train, and develop a high-performing team of contact center staff specialized in Medicare and ACA operations.
   • Set clear performance expectations, provide ongoing coaching and feedback, and foster a culture of continuous improvement and excellence.
   • Ensure staff members have the necessary tools, resources, and training to effectively assist Medicare beneficiaries and resolve inquiries.
3. Operational Excellence:
   • Oversee the day-to-day operations of the Medicare/ACA contact center, including inbound and outbound call management, retention of business, email correspondence, and other communication channels.
   • Monitor key performance indicators (KPIs) related to Medicare operations, such as quality assessments, call resolution time, first-call resolution rate, and member satisfaction scores.
   • Implement process improvements and operational efficiencies to enhance service delivery and meet or exceed performance targets.
4. Compliance and Quality Assurance:
   • Ensure compliance with all applicable Medicare/ACA regulations, policies, and procedures, including HIPAA regulations and CMS guidelines.
   • Conduct regular audits and quality assurance reviews to assess compliance, accuracy, and adherence to Medicare standards.
   • Implement corrective actions and training initiatives as needed to address any compliance or quality issues identified.
5. Technology and Systems:
   • Evaluate, implement, and optimize contact center technology solutions tailored to Medicare operations, including CRM systems, telephony platforms, and knowledge management tools.
   • Partner with IT teams to ensure seamless integration and functionality of contact center systems and software.
   • Stay informed about emerging technologies and trends in Medicare contact center operations to drive continuous improvement.
6. Stakeholder Engagement and Collaboration:
   • Collaborate closely with other departments, such as Medicare compliance, and member services, to ensure alignment and coordination in delivering comprehensive support to Medicare beneficiaries.
   • Serve as a primary point of contact for internal stakeholders and external partners regarding Medicare contact center operations and initiatives.

MINIMUM REQUIRED QUALIFICATIONS:

• Bachelor’s degree in healthcare administration, business management, or a related field; Master’s degree preferred.
• Texas Resident Life and Health License
• Minimum of 5 years of experience in contact center operations, with a focus on Medicare or healthcare-related services.
• Comprehensive knowledge of Medicare regulations, policies, and procedures.
• Strong leadership and managerial skills, with a proven track record of leading teams to achieve operational excellence and customer satisfaction.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with diverse stakeholders.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Customer-centric mindset with a passion for delivering exceptional service to Medicare/ACA beneficiaries.

WHAT WE OFFER

• Above Industry Average Salary (with Bonus Programs)
• Unlimited Paid Time Off
• Employee Benefits (Health, Dental, Vision Insurance + 401k)
• Growth Opportunities

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Job Type: Full-time

Schedule: Monday – Friday

Salary Range: $115,000.00 – $135,000.00

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 5-7  Years in Contact Center Operations with a focus on Medicare. 

Work Location:

• In person/In Office