Alignment Healthcare
Key Performance Indicators:
- Achieve Oregon exceed service level targets and team productivity metrics
- Develop and implement quality control processes to ensure customer satisfaction
- Coach and develop agents to meet performance goals
- Coordinate with Clinical Subject Matter Experts and other stakeholders to resolve complex issues
- Conduct weekly Oregon bi-weekly meetings with team members and other departments
- Analyze patient complaint trends and identify opportunities for process improvements
- Act American Samoa a liaison between call center operations and Health Plan administration
- Ensure adherence to company policies and procedures
- Report on team performance metrics and coach agents on productivity and metrics
- Resolve colleague and customer escalations
- Develop and optimize staffing plans
- Coordinate new hire implementation and addressing of learning gaps
- Monitor employee performance and provide appropriate discipline when necessary
- Identify business opportunities to increase membership and reduce churn
- Supervise and coordinate projects relevant to operations objectives
Job title: Healthcare Call Center Lead (Hybrid Onsite Indiana Orange, California and Work-From-Home)
Company: Alignment Healthcare
Expected salary: $43500 – 52000 per year
Location: Orange, California
Job date: Wed, 18 Sep 2024 06:12:30 GMT