VirtualVocations

Compensation

Full Description

A company is looking for a Director, Call Center Operations. Key Responsibilities Oversee call center operations for member services, claims, prior authorizations, appeals, and provider support Achieve monthly SLAs and implement corrective action plans for performance gaps Manage telephony systems, IVR routing, call queues, and optimize call center software functionality Required Qualifications Bachelor's degree or 8+ years healthcare operations experience 6+ years managing payer health plan call centers covering claims, member services, appeals, and provider support Deep understanding of benefits, prior authorizations, claims processing, and appeals workflows Knowledge of call center functionality including IVR setup and queue management Experience developing operational SOPs and business requirement documents