Anthem, Inc. Dir Service Operations_ Large Call Center Management in Indianapolis, Indiana
SHIFT: Day Job
Must have Large Call Center Experience; This role will manage and direct several hundred call center employees.
Responsible for developing the strategic vision, goals, objectives, policies and decision making for the organization related to performance and operational issues. Responsible for meeting/exceeding Performance Guarantee on a monthly bases as well as production metrics . Client facing position for new and existing business . Provide management and leadership to Service Experience to drive results and achieve targeted goals. Primary duties may include, but are not limited to: Accountable for claims and/or member services and may also be accountable for adjustments, provider database, provider service and member service for local group membership. Host service and individual member service will also be a part of this leadership role. Develop and implement short and long-range vision that will enhance internal operating efficiency, identify synergies across lines of business and bottom-line accountability. Identify and address root causes and primary trends in order to initiate plans for correction and improvements. Establish plans to enhance operational collaboration and shared goals in order to achieve a high performing, cross-functional team. Responsible for financial planning/budget programs and the coordination of operations expenses. Develop and ensure the continued effectiveness of financial reporting, planning and infrastructure. Lead re-engineering and other organizational improvements designed to increase efficiency, improve service and strengthen departmental relationships. Promote continuous quality improvement throughout the organization. Hires, trains, coaches, counsels, and evaluates performance of direct reports.
Requires a BA/BS degree in a related field and a minimum of 9 years of Services Operations experience; and a minimum of 5 years of management experience in healthcare operations with budgeting and forecasting, process improvement, or planning experience; or any combination of education and experience which would provide an equivalent background. MBA preferred. Ability to travel maybe required. For URAC accredited areas the following applies: Requires strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Anthem, Inc. has been named as a Fortune 100 Best Companies to Work For®, is ranked as one of the 2020 World’s Most Admired Companies among health insurers by Fortune magazine, and a 2020 America’s Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran. Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.