Manager, IFG Agnostic Call Center
Core
Manage day-to-day operations of a Medicare call center, ensuring compliance with CMS guidelines and HIPAA while driving member satisfaction and operational efficiency.
Role type
Senior IC call center operations manager
Builds
Inbound/outbound call center operations for Medicare Advantage and Part D plans
Domain
Healthcare insurance / Medicare compliance
Required skills
Call center leadership, Medicare operations, CMS/HIPAA compliance, KPI management, team coaching, process improvement, data analysis
Preferred skills
STAR Ratings/CAHPS experience, Bachelor's degree, workforce management, Lean/Six Sigma
Technologies
CMS systems, HIPAA-compliant platforms, call center analytics tools
Responsibilities
Manage call center operations (inbound/outbound/enrollment/claims), ensure regulatory compliance, lead and develop staff, monitor quality metrics, analyze performance data, partner with cross-functional teams
Seniority
Manager, hands-on leadership
