VP Call Centers

Health Net, Inc. (NYSE: HNT) is among the nation’s largest publicly traded managed health care companies. Health Net’s mission is to help people be healthy, secure and comfortable. The company’s POS, HMO, insured PPO, behavioral health and government contracts subsidiaries provide health benefits to more than 7 million individuals. For more information on Health Net, Inc., please visit the company’s Web site at www.healthnet.com

 

 

JOB Summary:

Direct the overall strategic management of Call Center operations for HNFS with primary emphasis on achieving the contract objectives and consistently improving performance and the customer experience. Ensure Call Center operations meet and/or exceed contract-required performance standards, including continuous performance and efficiency improvements.

 

 

Essential Duties and Responsibilities:

Direct the overall strategic management of all HNFS Call Centers, including TRICARE, Patient Appointing Services and any future call centers. Coordinate strategic management of various Subject Matter Experts (SMEs) that support Call Center operations, including Medical Management, Enrollment, Claims and Provider Services.





Identify opportunities and implement operational improvements pertaining to policies and procedures, leading-edge technology and support tools, workforce management planning and service levels. Conduct ongoing analysis of call center performance for continuous process improvements, improved efficiency, and improved customer satisfaction.





Oversee design and implementation of customer call center operations, ensuring those operations meet agreed upon performance metrics, quality assurance program standards, the requirements of laws and regulations and contractual requirements.

 Develop processes to ensure knowledge is shared across departments and within all levels of the call center so that employees understand the current state of critical issues. Create and foster an environment where employees are clear about their role and the customer needs are the primary focus.







Develop, implement and consistently monitor call center policies and procedures including setting goals, standards and benchmarks to evaluate staff performance, employee and customer satisfaction.

 

Provide planning and direction for new business proposal efforts that either do, or have the potential to, involve call center operations and/or resources.







Develop and utilize accurate performance reporting, forecasting and budgeting tools to better manage call center resources.





Develop and mentor staff, and perform succession planning.



















Requirements:

Education:

Bachelor’s degree (Master’s degree preferred)

 

Experience:

Experience: 5 years managing call center operations or customer facing operations. TRICARE or other government experience desired.



 

Knowledge, Skills & Abilities:

Demonstrated leadership ability within a multi-function operation



Knowledge of call center technology including workforce management, call management systems / customer relationship management systems and ACD systems



Other Skills / Abilities / Competencies:



Staff development



Financial budget management



Call Center IT knowledge



Organizational planning



Change management



Performance management



Effective collaboration



Effective communication



Interpersonal relationships



Excellent verbal and written presentation



Balance demands of multiple tasks



Preferred / Desired:



Health Care Industry Background



Experience with ISO 9000 certification



Experience with Customer Satisfaction Measurement



 

 

OR
Any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position.



Health Net, Inc. supports a drug-free work environment and requires pre-employment background and drug screening.

 

Health Net and its subsidiaries are an Equal opportunity/Affirmative Action Employer M/F/V/D.