Prominence Health
Company Overview
Prominence Health is a value‑based care organization bridging the gap between affiliated health systems and independent providers, building trust and collaboration between the two. It creates value for populations and providers to strengthen integrated partnerships, advance market opportunities, and improve outcomes for our patients and members. Founded in 1993, Prominence Health began as a health maintenance organization (HMO) and was acquired by a subsidiary of Universal Health Services, Inc. (UHS) in 2014. Prominence Health serves members, physicians, and health systems across Medicare, Medicare Advantage, Accountable Care Organizations, and commercial payer partnerships. The organization is committed to transforming healthcare delivery by improving health outcomes while controlling costs and enhancing the patient experience.
Learn more at:
https://prominence-health.com/
Job Summary The Call Center Manager will lead and develop a high‑performance call center management team and workforce. They will foster a culture of accountability, emphasizing people and performance management, coaching and development, and employee engagement. Skilled in contact center and long‑term development execution, the manager will surpass KPI benchmarks while incorporating member and provider feedback. They will incorporate data‑driven decision request and planning, including staffing projections, technology, and operational changes, cultivating partnerships across the organization through clear communication and transparency. Through a balance of people, technical know‑how, and strategic skills, the manager will grow membership and integrate our systems.
Benefit Highlights
Loan Forgiveness Program
Challenging and rewarding work environment
Competitive Compensation & Generous Paid Time Off
Excellent Medical, Dental, Vision and Prescription Drug Plans
401(k) with company match and discounted stock plan
SoFi Student Loan Refinancing Program
Career development opportunities within UHS and its 300+ subsidiaries
More information is available on our Benefits Guest Website:
benefits.uhsguest.com
Qualifications
Bachelor's degree or equivalent experience.
At least five years of experience in call center customer service with proven ability to de‑escalate situations and provide resolution to customer issues.
Management experience including hiring, firing, employee coaching and training.
An unwavering positivity and compassion for our members.
Strong leadership skills and practice, including role clarity, clear communication, honesty, accountability, and a track record of having difficult conversations with positive results.
A strong foundation of customer service skills including empathy, active listening, resourcefulness in problem solving and teamwork.
Expertise in software implementations, technology adoption and the understanding of which tools work best to meet the needs of the organization.
Flexibility to meet the changing demands of the business that may require night and weekend work.
The appetite for growth, learning, and working in a fast‑paced, challenging environment.
An understanding of medical and health care terms.
Knowledge of state and federal regulations as they pertain to the health insurance industry.
Previous call center management experience preferred.
Previous experience reviewing and analyzing statistical data to identify trends as well as potential problems/opportunities for improved service quality.
Excellent verbal and written communication skills as well as public speaking and training abilities and experience.
Ability to effectively communicate in English, both verbally and in writing.
Knowledge of various computer systems including all Microsoft Office systems, Outlook, Workforce Management, and budgetary, time and attendance software systems.
Strong process‑improvement skills necessary to drive operational efficiency.
Knows how to optimize teams, roles and technology.
Understands how to separate and combine tasks into efficient workflow.
Data analytics, visualizations and creating an understandable narrative from complex data sets.
Finds and establishes internal operating relationships.
Ability to distill complex processes into simple workflows and eliminate redundancies.
Employment Details
Seniority level: Not Applicable
Employment type: Full‑time
Job function: Management
Industries: Hospitals and Health Care, Mental Health Care
Equal Employment Opportunity Statement All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.
We believe that diversity and inclusion among our teammates is critical to our success.
Avoid and Report Recruitment Scams
At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and its subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.
If you suspect a fraudulent job posting or job‑related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.
#J-18808-Ljbffr
Learn more at:
https://prominence-health.com/
Job Summary The Call Center Manager will lead and develop a high‑performance call center management team and workforce. They will foster a culture of accountability, emphasizing people and performance management, coaching and development, and employee engagement. Skilled in contact center and long‑term development execution, the manager will surpass KPI benchmarks while incorporating member and provider feedback. They will incorporate data‑driven decision request and planning, including staffing projections, technology, and operational changes, cultivating partnerships across the organization through clear communication and transparency. Through a balance of people, technical know‑how, and strategic skills, the manager will grow membership and integrate our systems.
Benefit Highlights
Loan Forgiveness Program
Challenging and rewarding work environment
Competitive Compensation & Generous Paid Time Off
Excellent Medical, Dental, Vision and Prescription Drug Plans
401(k) with company match and discounted stock plan
SoFi Student Loan Refinancing Program
Career development opportunities within UHS and its 300+ subsidiaries
More information is available on our Benefits Guest Website:
benefits.uhsguest.com
Qualifications
Bachelor's degree or equivalent experience.
At least five years of experience in call center customer service with proven ability to de‑escalate situations and provide resolution to customer issues.
Management experience including hiring, firing, employee coaching and training.
An unwavering positivity and compassion for our members.
Strong leadership skills and practice, including role clarity, clear communication, honesty, accountability, and a track record of having difficult conversations with positive results.
A strong foundation of customer service skills including empathy, active listening, resourcefulness in problem solving and teamwork.
Expertise in software implementations, technology adoption and the understanding of which tools work best to meet the needs of the organization.
Flexibility to meet the changing demands of the business that may require night and weekend work.
The appetite for growth, learning, and working in a fast‑paced, challenging environment.
An understanding of medical and health care terms.
Knowledge of state and federal regulations as they pertain to the health insurance industry.
Previous call center management experience preferred.
Previous experience reviewing and analyzing statistical data to identify trends as well as potential problems/opportunities for improved service quality.
Excellent verbal and written communication skills as well as public speaking and training abilities and experience.
Ability to effectively communicate in English, both verbally and in writing.
Knowledge of various computer systems including all Microsoft Office systems, Outlook, Workforce Management, and budgetary, time and attendance software systems.
Strong process‑improvement skills necessary to drive operational efficiency.
Knows how to optimize teams, roles and technology.
Understands how to separate and combine tasks into efficient workflow.
Data analytics, visualizations and creating an understandable narrative from complex data sets.
Finds and establishes internal operating relationships.
Ability to distill complex processes into simple workflows and eliminate redundancies.
Employment Details
Seniority level: Not Applicable
Employment type: Full‑time
Job function: Management
Industries: Hospitals and Health Care, Mental Health Care
Equal Employment Opportunity Statement All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.
We believe that diversity and inclusion among our teammates is critical to our success.
Avoid and Report Recruitment Scams
At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and its subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.
If you suspect a fraudulent job posting or job‑related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.
#J-18808-Ljbffr