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.
- Experience supervising multiple business functions and a staff of 12 or more.
- Experience leading teams of more than 50 employees, desirable.
- Analytical analysis experience - ability to analyze data in Excel to identify trends and variance from goals.
- Strong technical, organizational, and communication skills.
- Excellent leadership, mentoring, and management skills.
- Strong project management skills.
- Ability to make administrative and procedural decisions and judgments.
- Ability to foster a cooperative work environment.
- Self-motivated, responsible, and accountable.
- Identifies own learning needs and seeks appropriate assistance.
- Excellent computer skills especially MS Office.
- Ability to work well within a fast-paced, team-oriented environment.
- Willingness and ability to travel as needed (5-10%).
- Technical Experience with Call Systems and ability to improve functioning of systems through collaboration with IT Department.
- Ability to work within the contiguous United States (known as the 48 U.S. states that share a border and the District of Columbia. It excludes Alaska, Hawaii, and all U.S. territories, such as Guam, American Samoa, Puerto Rico, and the Northern Mariana Islands.
Why Join Us?- Help vulnerable members access healthcare programs and benefits that can improve their quality of life.
- Join a team that values compassion, advocacy, collaboration, and treating employees with respect.
- Build your healthcare, member advocacy, and professional skills while gaining experience in a growing organization.
- Enjoy flexible work options and a supportive environment designed to help you succeed both professionally and personally.
- HFI offers competitive compensation and a comprehensive benefits package, including medical, dental, vision, life insurance, 401(k), paid time off, incentives, and flexible work options. Benefits are offered date of hire.
At this time, HFI will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e. H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization).
Our Massachusetts based annual salary for this role ranges from $85,000-$100,000. The salary range does not reflect total compensation which includes base salary, benefits and other options.
