Director, Call Center Operations in Bellevue, WA at Beacon Health Options

Date Posted: 4/16/2018

Job Snapshot

Job Description


We are currently seeking a dynamic Director, West Coast Operations to join our team at our office in Bellevue, WA.  The Director, West Coast Operations will hold an independent clinical license, work collaboratively with Senior Leadership and is responsible for coordinating all aspects of service delivery for the Bellevue, WA Call Center. They will be the key contact and coordinator for all functional areas within the operation, including all resources and processes, personnel, equipment and technology. Reporting to the Deputy Director for Military OneSource – this individual will maintain the highest degree of sensitivity, compassion, and respect for service members and their families and ensure consistency of service.

Position Responsibilities:

  • Develop and maintain an environment that encourages personal involvement in planning, communications, coaching and development of employees, sharing responsibilities and accountabilities to ensure effective contribution to corporate goals and objectives.
  • Provide direct oversight, management, mentoring and development of Bellevue management team to ensure effective delivery of services and communication/ interface with the Military OneSource East coast locations.
  • Under the guidance of Senior Leadership, ensure accurate and business effective protocols related to the provision of service to all Military OneSource calls as well as business redundancy and recovery plans are in place and followed at all times.
  • At the direction of the Senior Leadership, manage and coordinate supervision of personnel, which includes work allocations, make recommendations for personnel actions and approve motivational plans and/or programs for individual development in order to operate at peak productivity.
  • In coordination with the Senior Leadership maintain cohesive working relationships to establish effective problem resolution and process improvement toward the achievement of exceptional service.
  • Demonstrate comprehensive understanding of the Military OneSource contract, program requirements and military culture.
  • Monitors call volume and call activity of employees according to established standards.  Makes recommendations to improve call volume and/or activities to ensure service levels are met.  Assist Call Center management with low productivity standards as required.  Partner with Clinical Call Center Managers, and Call Center Clinical Supervisors to improve or maintain call performance activities.
  • Participate in and contribute to senior leadership operations calls, meetings and initiatives.
  • With guidance from the Director, Non-Medical Counseling, ensure employee education and training in clinical integrity as well as quality audit programs are in place to support the service operation’s objectives, including building employee knowledge, skills and capabilities required to perform in their job function that will contribute to improved performance and participant satisfaction.

Position Requirements:

  • Education : Master’s degree in Behavioral Science, Business or Healthcare Administration required.
  • Relevant Work Experience:    Must have 3-5 years call center management experience; healthcare experience preferred.  Prior military experience (Active Duty, National Guard, or Reserves), Military Spouse or Military/Government employment exposure highly desirable.

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Beacon Health Options company is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled




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