Responsible for managing and overseeing all aspects of a Customer Relations Contact Center Location, to include business continuity and operations of a service center. Responsibilities include overseeing human resource management of Customer Relations staff, coordinating workforce management, and ensuring staff is providing accurate and timely servicing to members and providers via the telephone, in writing (hard copy correspondence and email) and in person servicing. Responsible for contact center internal and external goals and standards including the Association's First Call Resolution (FCR) and Member Touchpoint Measures (MTM), corporate goals, Net Promoter Score, positive customer satisfaction levels, and employer groups' performance guarantees. Is actively involved in building relationships with customers to transform healthcare delivery and improve wellness in their community.

Overseeing and coordinating all Customer Relations activities for Customer Relations at the location. This can range from providing management oversight to non-exempt staff to setting up and coordinating HMSA-sponsored meetings at the location.

• Manages and oversees the overall daily operations of a Contact Center location. This includes business continuity responsibilities, as well as working directly with vendors, contractors, and other service vendors to support the physical operations and maintenance of the facility and equipment on behalf of all staff/departments (with minimal onsite support from departments such as Human Resources, Administrative Services, HMSA's Compliance Office, and Information Systems). Coordinates operations in conjunction with management at the HMSA Center and other service locations.

• Throughout the day makes sound business decisions to adjust personnel to respond to fluctuations in customer servicing needs and ensure appropriate coverage for servicing our customers. Articulate, review, and oversee the staff's consistent adherence to corporate and department policy standards to ensure efficient operations and compliance with requirements set by Federal and State laws, NCQA, FCR and MTM standards, corporate measures, and group performance guarantees where poor performance could result in monetary penalties.
  
  • Assists staff in the investigation and resolution of complex issues and policies that impacts members, providers, and groups. Ensures accurate and timely resolution to comply with HMSA's contract terms, policies, and procedures.

• Manage and lead projects and servicing related activities, represent Customer Relations in meetings, be the business owner of servicing related functions and performance, and provide oversight of vendors.

• Select, train, and develop Customer Relations staff including the timely compilation and dissemination of individual employee performance statistics, and development of people in roles such as team leads, coordinators and supervisors.

• Review results from surveys that measure customer satisfaction and staff effectiveness in resolving inquiries with minimal impact on customers. Use survey data to effectively coach staff to improve their servicing effectiveness and their customer satisfaction scores. Use survey data to recommend business process changes that improve the customer experience and reduce inquiry volume, costs, or increases efficiency across the organization. Demonstrate proficiency in the Web-based tool that is used to access, analyze and act on the survey data.

• Provide support in the development of the department business plan and budget. Monitors unit performance and makes necessary adjustments to meet the plan and budget.

• Performs all other miscellaneous responsibilities and duties as assigned or directed