Description
Join a dedicated team committed to making a difference in healthcare! This remote position involves managing a call center that provides essential telehealth services through the Global Nurse Advice Line (NAL), supporting eligible Military Health System (MHS) beneficiaries with access to registered nurses for triage, self-care advice, and general health inquiries 24⁄7.
Responsibilities
- Collaborate with teams to develop innovative service solutions and drive business case development.
- Coordinate the translation of business strategies into actionable work programs and processes.
- Provide insights and feedback on high-level project planning and management.
- Ensure the creation and development of technology solutions that align with business needs and objectives.
- Oversee the implementation of programs, projects, and processes to ensure they meet client expectations.
- Lead monthly Program Management Reviews to ensure consistent performance tracking.
- Ensure all business functions are well-defined and aligned with client objectives.
- Develop and deliver detailed status reports, manage project scope and resources, and resolve issues and conflicts as they arise.
- Serve as the point of contact and escalation for technical teams, ensuring smooth communication and issue resolution.
- Create a positive, productive work environment by managing team workloads and fostering collaboration.
- Maintain senior-level client relationships and ensure high levels of customer satisfaction.
- Contribute to proposal management, writing, editing, and pricing tasks as needed.
Qualifications
- Bachelor’s degree in Healthcare Management, Business Administration, Communication, IT, Social Science, or a related field.
- 5+ years of experience managing multiple call centers.
- Strong knowledge of URAC Health Call Center Standards and experience in customer service, performance evaluation, and process improvement.
- Proven experience in training and coaching large teams.
- Excellent interpersonal and communication skills.
- Must be able to pass a background check and obtain Public Trust / High-Risk clearance.
Schedule and Remote Eligibility
This is a remote position for candidates based in the U.S. The typical schedule is Monday through Friday, 40 hours per week on the day shift.
What We Offer
We are committed to providing an inclusive workplace where all individuals are valued and treated with respect. Qualified candidates will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.
Employment Type: Full-Time