![]() Manages the call center to reflect industry best practices and strives to achieve industry certifications such as Call Center of Excellence or others to validate the standard of performance. ![]() Directs the day-to-day operations of the call center ensuring service and quality metrics are at minimum met but preferably exceeded. Job Description Ensure the highest standard of customer care is delivered and maintained in all aspects of the Customer Service function including (but not limited to): inbound and outbound call management, complaints, appeals and grievances processes, etc. Working in collaboration with and leading the customer service management team, this role is responsible for achieving/exceeding key performance indicator targets while also ensuring that all contacts, whether inbound or outbound, are handled in line with MetroPlusHealth Service Model. Position Overview This position has three main areas of responsibility including delivery of service excellence, people management & development and driving the overall objectives and operational execution of the customer service function for MetroPlusHealth. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life. ![]() ![]() As a wholly-owned subsidiary of NYC Health Hospitals, the largest public health system in the United States, MetroPlus network includes over 27,000 primary care providers, specialists and participating clinics. About NYC Health Hospitals MetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. ![]()
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