Responsible for leading a multi-functional Call Center by utilizing excellent in-depth knowledge of all Cook Children’s Health Plan (CCHP) Managed Care Programs and aligning all of the Call Center’s Policies and Procedures with CCHP’s company objectives. Uses various metrics to ensure that the Call Center is knowledgeable in all programs offered by CCHP to answer all types of Member and Provider inquiries. Supports overall project management efforts, scheduling needs, and implements changes to ensure the continuous success of the Call Center. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities and activities may change at any time with or without notice.
Education & Experience
Bachelor’s Degree or the equivalent work experience required.
3-4 years of proven leadership in a call center environment
3-4 years related work experience in healthcare, Government (Managed Care) or Community-based Programs required.
Community Health Worker (CHW) certification required
Excellent verbal and communication skills
Bilingual English and Spanish required
Ability to provide direction and control multiple teams to exceed target metrics; exhibit high initiative to get things accomplished; high organizational ability to juggle multiple priorities
Computer literate with working knowledge and proficiency with Microsoft Outlook, Excel, Word, Access, PowerPoint and Kronos or equivalent timekeeping application
Ability to troubleshoot existing call center applications to including Avaya Call Center
Licensure, Registration, and/or Certification
Must obtain CHW certification within 1 year.
Cook Children's is an EOE/AA, Minority/Female/Disability/Veteran employer.
Cook Children's Health Care System embraces an inspiring Promise – to improve the health of every child in our region through the prevention and treatment of illness, disease and injury. Based in Fort Worth, Texas, we’re proud of our long and rich tradition of serving our community.