Valor Healthcare is looking for a call center program manager to join our proposal team for a government contract to support the Global Nurse Advice Line (NAL) which is a service to Military Health System (MHS) eligible beneficiaries.

Position Summary

The Global NAL will provide access to telehealth registered nurses for triage services, self-care advice, and general health inquiries 24 hours a day, 7 days a week. The NAL also offers customer service and care coordination services to include, provider locator support, specified military treatment facility appointing services, urgent care referral submissions, and customized military treatment facility transfers to support the military treatment facility’s capability for eligible MHS beneficiaries. The ideal candidate will have extensive experience in supervisory healthcare call centers or nurse triage positions with strong leadership and communication skills in implementing programs and projects.

Schedule and Remote Eligibility

This position is remote eligible as long as you are living in one of the US states. The schedule will be a general 40 hour work week on a day shift, Monday through Friday. 

RESPONSIBILITIES:

• Works with partners to develop and drive service solutions and business case development across functional groups.
• Involved in the coordination of translating business strategy into work programs and processes. 
• Reviews and provides input to high-level project planning and management.
• Accountable for the creation and development of technology solutions appropriate to business needs and objectives
• Oversees implementation of program, projects, or processes
• Creates and delivers monthly Program Management Reviews
• Ensures all business functions are appropriately and consistently defined and that these functions meet the objectives of the client.
• Drives stream of work reporting to customer.
• Develops status reports, controls project scope and economics, approves changes, and manages and resolves issues, risks, and conflicts.
• Serves as a single point of contact and the escalation point between technical teams.
• Demonstrates abilities as a leader, creating a positive work environment by monitoring workloads of the team while meeting client expectations.
• Accountable for senior level customer relationships and satisfaction
• Serve in a variety of roles to include, but not limited to proposal management, proposal writing, editing, and pricing.

REQUIREMENTS

• Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field
• 5 years of experience with managing multiple call centers.
• Demonstrate knowledge of URAC Health Call Center Standards, experience in customer service, performance evaluation, and process improvement.
• Demonstrate experience in large volume staff training and coaching.
• Demonstrated strong interpersonal and communication skills.

This job is CONTINGENT upon contract award, client approval, completion of a favorable background investigation, and the ability to obtain and maintain a Public Trust / High Risk clearance. Employment with Valor Healthcare will require successful completion of a credit check and corporate credit card clearance. 

Valor Healthcare is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status