GENERAL SUMMARY
Responsible for managing a moderately-sized service center to meet or exceed customer service requirements and business objectives.
ESSENTIAL RESPONSIBILITIES
- Develops strategic, operational and tactical business plans to achieve desired business goals for responsible service center.
- Recruits, develops, and motivates staff. Initiates and communicates a variety of personnel actions including employment, termination, performance reviews, salary reviews, and disciplinary actions.
- Reviews and directs service operations performance to meet or exceed business goals.
- Maintains a positive work environment and structure that supports self-directed teams and optimizes the experience, skill, knowledge and capability of the teams.
- Manages the alignment of employee performance with the achievement of business objectives. Rewards employees based on the development and utilization of required skills and competencies.
- Builds and maintains collaborative relationships and alliances with internal and external customers including, but not limited to, employer groups, provider groups, members, brokers, marketing, finance and medical management to achieve business goals.
- Develops and manages the budget; controls expenses while meeting operational, financial and service requirements.
- Performs other duties as required.
Qualifications:
JOB SPECIFICATIONS
- Bachelor’s degree or equivalent experience.
- Significant experience (usually 7-9 years) in managed care with management responsibility. Experience in managing cross-functional, self-directed teams preferred.
- Significant inbound call center experience.
- Knowledge of queuing theories, work force scheduling, and telecommunications.
- Demonstrated leadership and motivation skills
- Strong independent decision making ability.
- Demonstrated expert process and project management ability.
- Excellent time management, organizational, interpersonal and communication skills.
- Strong influencing, negotiation and analytical skills.
- Ability to create, design and communicate overall strategies for servicing internal and external customers.
Coventry Health Care is an Affirmative Action/Equal Opportunity Employer, and we are committed to building a talented and diverse team.
Job: Executive/Senior Level Officials and Managers
Primary Location: Tampa, FL, US
Organization: 10000 - Coventry Health Care - Corp
Schedule: Full-time
Job Posting: 2012-12-17 00:00:00.0
Job ID: 1212643