Overview
We are seeking a dedicated Call Center Program Manager to join our proposal team for a government contract supporting the Global Nurse Advice Line (NAL). This important service provides telehealth access to registered nurses for triage, self-care advice, and general health inquiries to eligible beneficiaries of the Military Health System (MHS), 24⁄7.
Position Summary
The Global NAL offers comprehensive customer service and care coordination, including provider locator support, appointment scheduling at military treatment facilities, urgent care referrals, and seamless transfers to appropriate military facilities. The ideal candidate will have significant experience in managing healthcare call centers or nurse triage roles, demonstrating strong leadership and communication skills in implementing effective programs and projects.
Schedule and Remote Eligibility
This position is eligible for remote work within any U.S. state. The standard schedule consists of a 40-hour work week, Monday through Friday.
Key Responsibilities
- Collaborate with partners to develop and implement service solutions and business strategies across various functional areas.
- Coordinate the translation of business strategy into actionable work programs and processes.
- Review and contribute to high-level project planning and management efforts.
- Lead the creation and development of technology solutions aligned with business needs and objectives.
- Oversee the implementation of programs, projects, or processes to ensure effectiveness and efficiency.
- Create and deliver monthly Program Management Reviews to stakeholders.
- Ensure that all business functions are clearly defined and meet client objectives consistently.
- Manage the flow of work reporting to customers, developing status reports and controlling project scope.
- Approve changes and effectively manage issues, risks, and conflicts as they arise.
- Serve as the primary point of contact for technical teams and clients, ensuring clear communication and escalation when needed.
- Foster a positive work environment by monitoring team workloads while consistently meeting client expectations.
- Maintain and enhance senior-level customer relationships, ensuring satisfaction with services.
- Engage in various roles, including proposal management, writing, editing, and pricing.
Qualifications
- Bachelor's degree in healthcare management, business administration, communications, IT, social sciences, or a related field.
- At least 5 years of experience managing multiple call centers.
- Knowledge of URAC Health Call Center Standards, along with experience in customer service, performance evaluation, and process improvement.
- Proven experience in training and coaching staff in high-volume environments.
- Strong interpersonal and communication skills, enabling effective collaboration and support.
Additional Information
This position is contingent upon contract award, client approval, successful completion of a background investigation, and the ability to obtain and maintain a Public Trust/High-Risk clearance.
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
Employment Type: Full-Time