The Call Center Manager must have experience with State Government Healthcare, Medicaid, and specifically Provider Relations and Provider Enrollment.
This key individual will be responsible for operative and procedural call center activities and staff supervision (including reporting and optimizing metrics and KPI's related to call resolution, inbound/outbound volume, and appropriate policy adherence.
Call center activity and support focus is on healthcare providers medicaid enrollment activity and on processing new applications and re-validation procedures pertaining to applications and ensuring enrollment process support for providers.
Duties handled by the call center staff include but are not limited to:
+ Reviewing provider information
+ addressing maintenance requests and all managing all supporting materials, in order to verify provider changes, and prior to updating the provider records.
+ responding to provider questions about their responses on applications
+ fielding questions related to changes in provider information, financial information, provider suspension for administrative reasons, or for other reasons such as IRS ?B? Notices
+ Approval or denial of low risk, high volume enrollments as per CMS defined criteria.
+ Identification of Moderate and high-risk enrollments including proper escalation and decisions.
In addition to supervising a team of call center representatives (provider enrollment representatives), the Call Center Manager is responsible for tracking and reporting weekly, monthly, and annual Service Level Agreement (SLA) related KPI's (Key Performance Indicators)
+ First call resolution
+ Average speed of answer
+ Average talk time
+ After call work (wrapping up the call after hanging up, i.e. notes)
+ Abandon rate
+ Daily: call volumes and all 5 above SLAs
+ Weekly: Same as daily but to different audience
+ Quarterly: Training schedule & performance of staff
HHS Technology Group is accelerating state government technical solution delivery by leveraging a pre-built universal blockchain technology platform, UniBloc that comes readily bundled with modules and algorithms for membership, consensus, API management, and Peer2Peer communication that correspond with BlockChain frameworks.
We've become a valued and trusted systems integration partner for several departments within a number of State Governments. The intense growth and tremendous financial forecast we are experiencing at HHS Technology Group can largely be attributed to our successes on these initiatives and having been awarded the NASPO Value Point Contract (a consortium that shortens the procurement process for technology solutions whereby 22 states have opted in) (reference: https://www.naspovaluepoint.org/portfolio/mmis-provider-services-module-2018-2028/hhs-technology-group/).
HHSTG has developed purpose-built blockchain product rollouts to facilitate the healthcare industry, particularly in ensuring accuracy with electronic health record management. The company?s MediBook offering?which will be launched early next year? leverages blockchain to revolutionize the way patient data is maintained by giving complete data autonomy to patients.
Though traditionally our team has focused on selling mainly into Health and Human Services divisions of State Government, HHS Technology Group also has several complex custom development efforts with other State Gov departments outside of Health and Human Services. Our main product, Discover Your Provider (DYP) is a provider relations/provider enrollment solution but components of this modular software can be re-purposed or built upon to deliver cloud based technical web services solutions as well.
Though DYP has historically been marketed mainly to public sector, State Government accounts, we are now selling our product suite into large strategic commercial sector business opportunities with large insurance enterprise corporations.
HHS Tech Group employees enjoy a very comprehensive and competitive benefit package:? Fully paid dental, vision, life insurance, and disability insurance. ? Generous 401k matching program fully vested from beginning.? Generously sponsored Medical Insurance through Cigna (PPO or HSA ? with company match)