Job Description
Job Description
Winner of the Best and Brightest® Companies to Work for in Boston and in the Nation by the National Association for Business Resources (NABR) for the third consecutive year.
Lead People. Improve Processes. Make a Difference.
At Healthcare Financial, Inc. (HFI), our work goes beyond managing cases and meeting performance goals. We help individuals and families navigate complex systems to access the Social Security and Medicare benefits and services they need.
We’re looking for a Manager, Resolution Operations who knows how to bring people, processes, and performance together. Someone who can develop leaders, turn data into action, solve problems, and keep operations moving forward all while remembering the people behind the numbers.
If you’re a hands-on leader who thrives in a fast-paced environment, enjoys making things work better, and wants your leadership to have a meaningful impact, we’d like to meet you.
What You’ll Do
- Manage, mentor, and develop Supervisors and Team Leaders, building a team that delivers results and supports one another.
- Monitor performance, analyze trends, identify gaps, and use reporting to drive smarter operational decisions.
- Identify opportunities to improve efficiency, quality, productivity, and profitability across our Social Security and Medicare operations.
- Support strategic planning, budgeting, forecasting, and growth initiatives that prepare the department for the future.
- Establish clear expectations, monitor service levels and quality metrics, and address challenges before they become bigger problems.
- Collaborate with IT, Data Services, HR, Finance, Account Management, and senior leadership to get things done.
- Foster a positive, accountable team culture while ensuring exceptional service for our health plan clients and the individuals we serve.
What You Bring
- Bachelor’s degree, preferred.
- 5+ years of contact center experience in the health insurance industry, gov’t agency or human services, required.
- 5+ years of proven operations and people leadership experience, required.
- 2+ years of experience managing a remote workforce, required.
- Experience working with call center technology and best practices (i.e. Five9, IVR, auto-dialer, campaigns, etc.)
- Knowledge of Medicare program rules and regulations.
- Knowledge of Medicaid/MassHealth and/or SSI/SSDI programs preferred, public policy.
- In-depth knowledge of managed care health plan processes.