Customer Support Center Manager
Company Name:
MAXIMUS (MAIN RECORD)
The Department of Vermont Health Access (DVHA) has selected MAXIMUS Health Services Inc. (MAXIMUS) as the centralized statewide Customer Support Center for Vermont's public health care programs and the Vermont Health Connect (VHC), the Health Benefits Exchange (HBE) for the State of Vermont. The Customer Support Center (CSC) provides information and assistance for individuals, families, small group employees, brokers and in person assistors seeking information, enrollment assistance, and/or services related to Vermont Health Connect. Reporting to the Project Manager, the CSC Manager ensures Service Level Agreements related to the operation of the CSC are met in accordance with contract requirements; acts as a subject matter expert; is the CSC operational POC to the client; is a member of the Project Management Team; and, directly supervises the activities of the supervisors assigned to the CSC, and the Mairoom Clerk.
Manages the operations of the CSC and related activities.
Ensures SLA''s related to the operation of the CSC are met in accordance with contract requirements.
VHC and GMC Subject Matter Expert.
Supervises the activities of CSC Supevisors and Mailroom personnel.
Provides management and oversight for document processing related activities.
Works collaboratively with internal and external customers and colleagues; manages client relationships effectively.
Develops and implements CSC processes and procedures that result in the effective and efficient operation of the CSC.
Establishes staff performance goals and measurements; communicates goal and measurement results to staff - revises same as appropriate; ensures for the timely completion of scheduled monthly, quarterly and annual CSC staff performance reviews and bonuses; and ensures staff have opportunity to participate in appropriate development activity. Assists with training as needed.
Responds to escalated consumer events as necessary, and ensures for their timely and complete resolution according to established processes and/or protocols.
Ensures agreed upon training and QA activities occur as scheduled.
Collaborates with the Human Capital Manager and/or Project Manager regarding approprate dispostion of human resources
issues in accordance with corporate and project protocols.
Performs other dutes as assigned by management.
Bachelor''s degree from an accredited college of university.
Supervisory experience in a health care or social services environment.
Experience managing a high capacity customer support center preferably related to government social service and/or health care programs.
Experience providing direct supervision and oversight for customer support center supervisory staff.
Experience with the oversight of document services and/or mailroom operations.
Experience working with culturally and linguistically diverse, and disadvantaged populations in a courteous and effective manner.
Ability to proficiently use current MAXIMUS software and hardware; proficiency with client systems and software highly desired.
Ability to communicate effectively verbally or in writing.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
Ability to execute many complex tasks simultaneously.
Ability to work effectively individually or as a member of a team.
Ability to work a variable work schedule reliably.
Ability to operate workplace equipment and software proficiently.
Ability to learn new things rapidly.
Ability to sit for long periods of time.
Ability to follow directions.
Ability to accomplish many complex tasks simultaneously.
Ability to achieve and maintain desired performance standards reliably.
Ability to work collaborativley and effectively with culturally and linguistically diverse and disadvantaged populations.
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer
Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of MAXIMUS are encouraged to apply.
Date: 2014-05-05
Country: US
State: VT
City: Burlington
Postal Code: 05401
Category: ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
MAXIMUS (MAIN RECORD)
The Department of Vermont Health Access (DVHA) has selected MAXIMUS Health Services Inc. (MAXIMUS) as the centralized statewide Customer Support Center for Vermont's public health care programs and the Vermont Health Connect (VHC), the Health Benefits Exchange (HBE) for the State of Vermont. The Customer Support Center (CSC) provides information and assistance for individuals, families, small group employees, brokers and in person assistors seeking information, enrollment assistance, and/or services related to Vermont Health Connect. Reporting to the Project Manager, the CSC Manager ensures Service Level Agreements related to the operation of the CSC are met in accordance with contract requirements; acts as a subject matter expert; is the CSC operational POC to the client; is a member of the Project Management Team; and, directly supervises the activities of the supervisors assigned to the CSC, and the Mairoom Clerk.
Manages the operations of the CSC and related activities.
Ensures SLA''s related to the operation of the CSC are met in accordance with contract requirements.
VHC and GMC Subject Matter Expert.
Supervises the activities of CSC Supevisors and Mailroom personnel.
Provides management and oversight for document processing related activities.
Works collaboratively with internal and external customers and colleagues; manages client relationships effectively.
Develops and implements CSC processes and procedures that result in the effective and efficient operation of the CSC.
Establishes staff performance goals and measurements; communicates goal and measurement results to staff - revises same as appropriate; ensures for the timely completion of scheduled monthly, quarterly and annual CSC staff performance reviews and bonuses; and ensures staff have opportunity to participate in appropriate development activity. Assists with training as needed.
Responds to escalated consumer events as necessary, and ensures for their timely and complete resolution according to established processes and/or protocols.
Ensures agreed upon training and QA activities occur as scheduled.
Collaborates with the Human Capital Manager and/or Project Manager regarding approprate dispostion of human resources
issues in accordance with corporate and project protocols.
Performs other dutes as assigned by management.
Bachelor''s degree from an accredited college of university.
Supervisory experience in a health care or social services environment.
Experience managing a high capacity customer support center preferably related to government social service and/or health care programs.
Experience providing direct supervision and oversight for customer support center supervisory staff.
Experience with the oversight of document services and/or mailroom operations.
Experience working with culturally and linguistically diverse, and disadvantaged populations in a courteous and effective manner.
Ability to proficiently use current MAXIMUS software and hardware; proficiency with client systems and software highly desired.
Ability to communicate effectively verbally or in writing.
Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
Ability to execute many complex tasks simultaneously.
Ability to work effectively individually or as a member of a team.
Ability to work a variable work schedule reliably.
Ability to operate workplace equipment and software proficiently.
Ability to learn new things rapidly.
Ability to sit for long periods of time.
Ability to follow directions.
Ability to accomplish many complex tasks simultaneously.
Ability to achieve and maintain desired performance standards reliably.
Ability to work collaborativley and effectively with culturally and linguistically diverse and disadvantaged populations.
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer
Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of MAXIMUS are encouraged to apply.
Date: 2014-05-05
Country: US
State: VT
City: Burlington
Postal Code: 05401
Category: ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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