Senior Project Coordinator (Command Center)- Health Alliance Plan

Education Required:

• Bachelor's Degree in Health Care, Business or a related field; or six (6) years of related work experience.

Experience Required:

• Minimum of five (5) years’ experience in a health care or insurance environment.
• Minimum of three (3) years of customer service experience in call center environment overseeing workforce management.
• Minimum of one (1) year of experience in project management of corporate-wide projects and initiatives of a highly complex nature.
• Working knowledge of workforce management tools (i.e. Verint).

Preferred:

• Accounting and/or Statistics Background

Skills and Abilities:

• Proven  skills which include ability to lead teams effectively through a coaching methodology.
• Strong organizational and communication skills, both verbal and written and the ability to express ideas logically, cogently and persuasively.
• Ability to develop and implement recommendations and strategies, make independent judgments and effectively manage multiple responsibilities within two distinct operations.
• Excellent analytical and decision making skills.
• Ability to comprehend and suggest modification to technical computerized systems or other applications as they relate to call center operations.
• Skills to learn in detail the HAP policies, procedures and benefits.
• Skills to develop a good understanding of the health care system and the HAP provider network.
• Thorough understanding of the HMO and Medicare Managed Care delivery systems.
• Strong human relations skills.
• Technical understanding of database oriented systems.
• Proficient with Excel and/or Access.
• Basic understanding of accounting principles.

HFHS and HAP Team Member Standards of Excellence:

Must meet or exceed core customer service responsibilities, standards and behaviors as summarized below:

• Display a positive attitude
• Take ownership and be accountable
• Offer open and constructive communication
• Respond in a timely manner
• Take pride in the system
• Respect and be sensitive to privacy/confidentiality
• Commit to team members
• Honor and respect diversity
• Maintain a clean and safe workplace environment

Physical Demands/Working Conditions:

• Typical office environment.
• Sedentary – Exerts up to 10 lbs. of force occasionally to lift, carry, push, pull, or otherwise move objects, including the human body.  Involves sitting most of the time, but may involve walking or standing for periods of time. 
• Talking – Expressing or exchanging ideas by means of the spoken word.
• Hearing – Perceiving the nature of sounds.
• Travel – Minimal, as needed.