Current jobs related to Manager of Call Center Quality and Compliance - New York NY United States - MetroPlusHealth
-
Manager of Call Center Quality and Compliance
3 months ago
New York, United States MetroPlusHealth Full timeJob DescriptionJob DescriptionEmpower. Unite. Care.MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.About NYC Health +...
-
Manager of Call Center Quality and Compliance
2 weeks ago
New York City, United States MetroPlusHealth Full timeEmpower. Unite. Care.MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.About NYC Health + HospitalsMetroPlusHealth provides the highest...
-
New York, United States Athari Full timeJob DescriptionJob DescriptionEmpower. Unite. Care.We are committed to empowering New Yorkers by uniting communities through care. We believe that Healthcare is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.Position OverviewThe Manager of Call Center...
-
Head of Compliance and Quality Control
5 days ago
New York, United States Northside Center for Child Development Full timeABOUT NORTHSIDE CENTER FOR CHILD DEVELOPMENTAt Northside Center, we pride ourselves on fostering a positive work environment and cultivating a team of skilled educators and clinicians. Our mission is to empower children and families by providing essential support to help them overcome challenges and thrive. We are dedicated to delivering high-quality,...
-
Quality Compliance Specialist
1 week ago
New York, New York, United States United Legwear and Apparel Company Full timePosition OverviewAbout the CompanyUnited Legwear & Apparel Co. embodies values of unity, loyalty, growth, and philanthropy. As a prominent global entity in the design, manufacturing, and distribution of legwear, bodywear, apparel, and accessories since 1998, our mission is to deliver exceptional products at competitive prices. We are committed to ensuring...
-
New York, New York, United States Northside Center for Child Development Full timeABOUT NORTHSIDE CENTER FOR CHILD DEVELOPMENT Northside Center is recognized for our exceptional workplace culture and our skilled teams of educators and clinicians. We are dedicated to our mission of providing children and families with the necessary support to overcome challenges and flourish. Our high-quality, outcome-focused behavioral, mental health, and...
-
New York, New York, United States Northside Center for Child Development Full timeABOUT NORTHSIDE CENTERNorthside Center is recognized for its exceptional work environment and dedicated teams of professionals in education and clinical services. Our primary goal is to fulfill our mission of providing essential support to children and families, enabling them to overcome challenges and flourish. We are committed to delivering high-quality,...
-
Compliance Quality Manager
1 week ago
New York, New York, United States Michael Page Full timeThis ongoing contract involves a 5-day workweek in a dynamic environment. The consultant will be tasked with overseeing operational workflows within the Quality Control Unit (QCU), supporting Risk Control Self-Assessment (RCSA) testing, and coordinating necessary risk evaluations.Client OverviewOur client is a prominent international banking institution....
-
Quality Assurance and Compliance Specialist
1 week ago
New York, New York, United States United Legwear and Apparel Company Full timeJob OverviewCompany OverviewAt United Legwear & Apparel Co., we are committed to excellence, integrity, and community support. Established in 1998, we have grown to become a leading global designer, manufacturer, and distributor of legwear, bodywear, apparel, and accessories. Our mission is to provide high-quality products at affordable prices for families,...
-
Quality Assurance and Compliance Specialist
5 days ago
New York, New York, United States United Legwear and Apparel Company Full timeJob OverviewCompany OverviewUnited Legwear & Apparel Co. is a leading global designer, manufacturer, and distributor of legwear, bodywear, apparel, and accessories. Established in 1998, our mission is to provide the highest quality products at affordable prices for families. Our commitment to excellence and integrity drives our operations, ensuring customer...
-
Quality Assurance and Compliance Specialist
5 days ago
New York, New York, United States United Legwear and Apparel Company Full timeJob OverviewCompany OverviewUnited Legwear & Apparel Co. embodies Unity, Loyalty, Advancement, and Charity. Established in 1998 by Isaac E. Ash, we are a premier global designer, manufacturer, and distributor of legwear, bodywear, apparel, and accessories. Our mission is to provide families with high-quality products at affordable prices, and our commitment...
-
Call Center Manager
2 weeks ago
Indianapolis, IN, United States MV Transportation Full timeOverview: If you reside in California, please see our California Applicant Privacy Policy for more information about our data handling practices and your data rights. Responsibilities: MV Transportation is seeking a Call Center Manager to oversee all reservations, scheduling, and dispatching operations. He/she will work closely with MV's management and...
-
Call Center Specialist
1 month ago
New York, United States Premium Health Center Full timeJob DescriptionJob DescriptionCall Center Specialist – Internal Medicine, Pediatrics & Dermatology Location: 620 Foster Avenue Brooklyn, NY 11230Hours: Full Time 11 AM -7 PM (Sunday-Thursday) Premium Health is looking for outstanding candidates for the Call Center Specialist position for our Internal Medicine, Pediatrics & Dermatology practices. Premium...
-
Call Center Specialist
2 months ago
New York, United States Premium Health Center Full timeJob DescriptionJob DescriptionCall Center Specialist – Internal Medicine, Pediatrics & Dermatology Location: 620 Foster Avenue Brooklyn, NY 11230Hours: Full Time 11 AM -7 PM (Sunday-Thursday) Premium Health is looking for outstanding candidates for the Call Center Specialist position for our Internal Medicine, Pediatrics & Dermatology practices. Premium...
-
Call Center Representative-Family Call Center
4 weeks ago
New Hyde Park, United States Parker Jewish Institute for Health Care and Rehabilitation Full timeJob DescriptionJob DescriptionCall Center Representative-Family Call CenterThe Parker Jewish Institute, located in New Hyde Park, NY, is seeking dedicated Call Center Representatives to join our team of professionals on a part time/per diem basis in our Family Call Center. Parker's Family Call Center is an important communications link for family members...
-
WFH Call Center Rep
2 weeks ago
New York, United States OutToday.com Part timeJob DescriptionJob DescriptionDescription We are looking for a dedicated and customer-focused Jr. Work-From-Home Call Center Representative to join our team. In this role, you will be the first point of contact for our customers, providing excellent service and support through phone calls, emails, and online chats. Your main responsibility will be to assist...
-
Call Center Representatives
1 month ago
New York, United States The Bachrach Group Full timeJob DescriptionJob DescriptionWe are currently recruiting for Call Center Representatives for our client in NYC. Person will be responsible for providing customer service to members, retirees, and beneficiaries. The ideal candidate should be highly motivated and will go the ‘extra mile’ to provide high-quality service.Responsibilities:• ...
-
Call Center Representative
5 days ago
New York, United States Apex Systems Full timeRemote Call Center Representative Apex Systems is hiring multiple candidates for a Call Center Representative opportunity with a Fortune 500 healthcare company in Oregon and SW Washington. This is an excellent opportunity for anyone looking to get their foot in the door with a well-known healthcare company with opportunity for growth. Location: Remote in...
-
Quality & Compliance Coordinator
4 weeks ago
New York, United States ACMH, Inc. Full timeJob DescriptionJob DescriptionPosition: Quality & Compliance CoordinatorFunction: Promotes best practices in program services through quality assurance, quality improvement, and corporate compliance activities agency-wide.Reports to: Director, Quality & ComplianceTasks: Facilitates the implementation of the Quality Improvement Plan.Facilitates the...
-
Call Center
1 month ago
United States Magellan Health Full timeFirst level of support providing telephonic and chat support to participants through the delivery of triage, assessment, consultation, education, referrals, and non-medical counseling. Provides consultation and linking to resources to restore healthy and productive functioning and increase resiliency. When contractually required, provides support to...
Manager of Call Center Quality and Compliance
1 month ago
MetroPlusHealth is committed to empowering New Yorkers by uniting communities through care. We believe that Health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.
About NYC Health + HospitalsMetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.
Position Overview
The Manager of Call Center Quality and Compliance is responsible for the day-to-day management of the Quality Assurance and compliance team. This includes ensuring that quality audits are performed according to the Quality Assurance Scoring Guidelines, providing feedback to direct reports, serving as a liaison between the Call Center Operations management staff and the Quality Assurance team, and hiring, training, coaching, counseling, and evaluating the performance of direct reports.
- Manage the day-to-day operations of the Quality Assurance and Compliance team.
- Ensure that quality audits are performed according to the Quality Assurance Scoring Guidelines
- Provide monthly feedback to all direct reports through coaching sessions utilizing quality scorecards to measure performance.
- Serve as a liaison between the Call Center Operations management staff and the Quality Assurance team.
- Hire, train, coach, counsel, and evaluate the performance of direct reports.
- Conduct daily/weekly huddles with the team providing knowledge refreshers and organizational updates.
- Maintain knowledge of all policies, procedures, and regulations as it relates to MetroPlusHealth.
- Participate in the audit on all delegated vendors for which Call Center is responsible.
- Oversee all Quality Assurance special projects, like secret shopper calls and post-call surveys.
- Oversee, track, and trend the secret shopper calls to the Call Center to assess the Customer Service Representatives (CSR)
- Perform second level quality audits (rebuttals) for CSR calls.
- Participate in audit readiness and reviews.
- Contribute to the development and maintenance of customer services policy, procedures, internal desk manuals, and workflows.
- Support the development of knowledge management tools, including new workflows, and troubleshoot problems.
- Work with the training team to ensure that all CSR training materials are up to date.
- Participate in User Acceptance Testing (UAT) for new systems or implementations and provide feedback.
- Identify opportunities for content additions and improvements.
- Analyze information needs, propose solutions, and follow through on measuring improvement.
- Propose and implement plans to update information.
- Provide administrative support to extrapolate relevant data and develop awareness for policy updates/changes.
- Utilize QA data to analyze, identify trends and skill gaps, and provide recommendations to management for an optimized customer experience.
- Bachelor's degree required.
- Minimum 3-5 years of related experience in a healthcare industry.
- Strong knowledge of Quality Assurance principles and practices.
- Knowledge of Quality Assurance and Compliance principles and practices
- Experience with Quality Assurance software and reporting tools
- Experience with call center software and reporting tools.
- Experience with Six Sigma or other quality improvement methodologies.
- Knowledge of Managed Care is a plus.
- High Proficiency in Excel.
- Bilingual is a plus (Spanish, Bengali, Creole, Mandarin, Cantonese, French).
- System Knowledge: Calabrio, Salesforce, Tableau.
Professional Competencies
- Excellent communication and interpersonal skills.
- Ability to manage and motivate a team.
- Ability to work independently and as part of a team.
- Strong analytical and problem-solving skills.
- Integrity and Trust
- Customer Focus
- Functional/Technical skills
- Written/Oral Communication
#LI-Hybrid
