Call Center Manager - Healthcare

Serco, Inc.

Location Pin Icon
Columbia, MD

Job Description

As posted by the hiring company

Job Overview:

Position Description

If you love high profile and challenging projects supporting the Centers for Medicare and Medicaid Services (CMS) program - Serco has a great opportunity for you!


We are currently seeking a full-time remote Call Center Manager for our large healthcare-focused inbound call center program. The Call Center Manager role will supervise and manage day to day responsibilities for our Turnkey inbound call center operations and contractual obligations of assigned clients.


This position is being advertised for the purposes of a proposal.  It is contingent upon contract award or funding award.


In this role you will:

  • Actively work with Call Center Quality and Training teams to monitor call centers performance
  • Perform statistic reports for quality and client satisfaction
  • Compile data from multiple sources to create, reconcile, and deliver performance reports
  • Develop and maintain a professional relationship with the client and responsible for day-to-day contact including updates on pending issues, current projects, feedback, and call center performance.
  • Support various areas of training, learning content development, and continuous improvement
  • Ensure the highest level of customer satisfaction and staff retention
  • Analyze and manage project risks as well as resource planning and activity
  • Create policies, procedures, documentation, and control
  • Support external/internal portals or websites


To be successful in this role you will have:

  • A Bachelor’s degree
  • Minimum of 2 years’ experience working in a call center
  • Must have the ability to work in a fast-paced environment.
  • Ability to train, monitor, and mentor team members
  • Must have excellent verbal and written communication skills.
  • Previous experience in the healthcare field
  • Limited travel to call center sites (minimum 10% travel)

Additional desired experience and skills:

  • Prior team management and supervisory experience
  • Master’s degree in Healthcare Administration/Management
  • Have knowledge of the Medicare claims processing environment including operations, administration, functionality, and policy
  • Have knowledge of the Affordable Care Act and the policies surrounding the Federally Facilitated Exchanges
  • Have knowledge of the NGD and Content Viewer systems, including operations, administration, and functionality

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


To review Serco benefits please visit:


If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.


Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected]


COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).