Staffing Solutions Organization LLC (SSO), an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve.

Call Center Manager – Medicaid Eligibility - State of Alaska

Overview:
The State of Alaska will hire and train a team of staff working remotely to support Medicaid eligibility operations. The Call Center Manager is a supervisory position responsible for overseeing and coordinating call center operations of up to 75 Eligibility Associates, 7 Supervisors. The Call Center Manager will work in partnership with the Trainer/QA performing customer service related to eligibility processes to Alaska’s citizens. Responsibilities require independent decision making and judgment on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

Responsibilities:
The Call Center Manager will manage call center operations for the State of Alaska Medicaid Eligibility Support Project.

• Ability to exhibit a professional, positive attitude and independent work ethic.
• Expected to plan, organize and prioritize departmental goals and workload as assigned.
• Supervise Call Center Supervisor personnel, and provide oversight on team operations, schedules and deliverable production.
• Expected to maintain adequate staffing to delivery consistent, timely and accurate service to customers per forecasted call volume.
• Remain current on applicable payroll and tax requirements, project goals, and corporate policies and procedures.
• Expected to establish and maintain superior relationships with staff at other locations.
• Expected to model positive behaviors, mentor staff and ensure consistent adherence to quality assurance measures.
• Expected to have excellent verbal and written communication and time management skills
• Responsible for learning Program Rules of assigned projects to ensure ability to respond to Customer Service inquiries.
• Responsible for developing excellent working knowledge of PPL operating platforms required to fulfill job responsibilities.
• Ability to show empathy to distressed individuals and assist with identifying solutions to problems identified.
• Analyze, interpret and report program performance, as well as develop & execute action plans, when necessary.
• Provide feedback to Eligibility Supervisors regarding the quality of their work, productivity and team attendance.
• Ensure timeframes for answering calls and responding to messages being met for each of the projects.
• Assist customers calls escalated to managerial level, confirm all complaints responded to per contract requirements.
• Coach and motivate staff to meet growth and leadership opportunities.
• Monitor quality and productivity of teams and provides feedback in a positive and proactive manner.
• Establish promotion goals and educate staff about career development opportunities
• Work with all other operational areas to ensure timely resolutions to internal and external customer inquiries.
• Appropriately delegates work to departmental staff.
• Additional responsibilities as assigned.

Knowledge, Skills, and Certifications:
To qualify for this position, the candidate must have training, education, or experience in office and administrative support work that demonstrates:
1) competency in applying a solid knowledge of the principles and practices of quality assurance and training to staff to perform complex work in assisting the public with social services that have an eligibility or compliance component; and
2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

Minimum Qualifications:

• Excellent organizational and communication skills.
• Critical thinking and sound judgment required.
• Proficiency with computers including data entry into electronic tracking systems and running summary reports.
• A minimum of a bachelor’s degree is required.
• At least one year of experience with the training of staff; experience leading remote staff and/or in a complex environment would be a plus
• Experience in a health, human service, or community-based organization, or institutional setting is strongly preferred.
• Ability to speak, read, and write English clearly and concisely. Fluency in a second or multiple languages would be a plus.
• Employment is contingent on completion of a background check.
• Technology Equipment (computer) will be provided upon employment.
• A headset is preferred.

Location:
The work will be performed remotely during the hours of Alaska Standard Time (AKST).

Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides the following reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. Staffing Solutions Organization LLC is an e-Verify participant.


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