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Job Ref: 104260
Category: Call Center
Department: CALL CENTER
Location: 50 Water Street, 7th Floor, New York, NY 10004
Job Type: Regular
Employment Type: Full-Time
Hire In Rate: $185,000.00
Salary Range: $185,000.00 - $200,000.00
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.
MetroPlus Health 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, MetroPlus Health 's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus Health has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.
Position Overview
The Senior Director of Customer Service is responsible for the daily management of their call center operations, managing 1 million incoming calls per year in a unionized environment. As part of MetroPlus Health 's larger goal of servicing all New Yorkers, the Senior Director's team will be a critical function in how the organization communicates and establishes trust with their members. This includes providing the member with the best possible, note-worthy experience during the entire end-to-end relationship with MetroPlus Health . The call center will be an
important contributor to member acquisition and member retention activities.
This individual will direct all phases of operations and process improvement through establishing both rigorous KPIs and metrics with the goal of first-call resolution, as well as driving a culture of high-quality customer experience. In addition to day-to-day operations of the call center, the Senior Director will also demonstrate a commitment to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, morale and culture.
The Senior Director of Customer Service will have a broad set of responsibilities that will encompass the following:
Professional Competencies
#LI-Hybrid
Full Time
$216k-282k (estimate)
05/02/2024
05/20/2024
metroplus.org
NEW YORK, NY
1,000 - 3,000
1994
TALYA SCHWARTZ
$3B - $5B
Insurance