Project Director - Call Center

Baltimore, MD
Sep 15, 2020
Sep 17, 2020
Full Time
This position will act as the Project Director for the Maryland Health Benefit Exchange - Consolidated Service Center, a MAXIMUS Health Services Operations project. This project is jointly operated with call centers in Glendale, Colorado, Hampton, Virginia and Windsor Mill, Maryland; will be based out of the Windsor Mill (Baltimore), MD office.The Director - Project/Program will perform as a key member of the senior management team responsible for meeting cost, schedule and quality requirements of the project and will oversee all contract administrative functions including policy, budget and financial controls.JOB RESPONSIBILITIES1. Directs the Management team of the Maryland Health Benefit Exchange (MHBE) Consolidated Service Center (CSC)2. Participate with executive management to establish strategic plans, objectives and work plans3. Develop program performance goals and objectives and monitor achievement of such goals4. Propose changes in policies and procedures for improvement5. Leads the project to result in meeting or exceeding contractual service level requirements6. Identifies risks/issues and develops mitigation plans and oversees their execution7. Ensures contract compliance with all contractual provisions and standards, including annual audit requirements8. Identifies and reports all incidents to the Vice President Health Operations and the client contact, as necessary9. Leads the Management team with all project-wide initiatives, planning, and reporting10. Supervises Management team and develops the team's performance in aggregate and individually11. Engage in rebid proposal and other business development initiatives for Maryland contract12. Supports Vice President, Health South Operations with all special projects as assigned by President of Health South Services Operations13. Perform other duties as assignedRequirements:* Bachelor's Degree from an accredited college or university. In lieu of a Bachelor's Degree, 4-6 years of relevant experience will be accepted.* Experience required with client contract responsibilities as a primary client interface* 7 years management experience required, in managing medium to large sized call centers* 2 years experience in Health Exchange/Managed Care operations or comparable experience* Proven ability to respond to the needs of outside contacts* Proven ability to develop and manage budget and financial forecasts; meet and exceed goals* Proven ability to maintain up-to-date accurate knowledge of all applicable statutes, regulations & contractual requirements to ensure project is in compliance with all standards, including annual audit requirements* Ability to develops performance goals and objectives for direct reports and monitor the achievement of those goals* Proven ability to monitor performance against key indicators established internally or by the client* Excellent organizational, written, and verbal communication skills* Excellent people management skills* Excellent analytical skills* Strong client management skills* Strong computer literacy in Microsoft programs (Excel, Word, Project, etc.)Preferred:* Salesforce CRM* IVR Technology* Knowledge of Medicaid and Affordable Care Act (ACA) marketplacesA committed and diverse workforce is our most important resource. MAXIMUS is and Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.