Customer Experience Manager
Job Location:
Oklahoma City, OK - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Job Posting Title
Customer Experience ManagerAgency
807 HEALTH CARE AUTHORITYSupervisory Organization
EGIDJob Posting End Date
Refer to the date listed at the top of this posting if available. Continuous if date is blank.
Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.
Estimated Appointment End Date (Continuous if Blank)
Full/Part-Time
Full timeJob Type
RegularCompensation
$72000/annuallyWhy Youll Love Working Here
At the Oklahoma Health Care Authority (OHCA) your work matters. Every day our team helps ensure Oklahomans have access to better health and better care. Guided by our core values Passion for Purpose Trust & Transparency Empowerment & Accountability Best-in-Class Outcome-Driven and Servant Leadership we foster a workplace where people feel supported respected and empowered to make an impact. Learn more about OHCA.
Lets Talk Benefits
We know your great work deserves great support. Heres a snapshot of what we offer for all eligible employees.
Generous state-paid benefit allowance to offset insurance premiums.
A wide selection of insurance plans with no pre-existing condition exclusions.
Flexible Spending Accounts for health care and dependent care.
11 paid holidays annually.
15 days of vacation and 15 days of sick leave in the first year.
Longevity Bonus recognizing years of public service.
Public Service Loan Forgiveness eligibility and tuition reimbursement.
Wellness benefits including an on-site gym and fitness center discounts.
Job Description
Location: 4345 N Lincoln Blvd Oklahoma City OK 73105
Salary: $72000/annually
Work Schedule: Monday Friday
Primary Hours: 8:00 a.m. 5:00 p.m.
The Oklahoma Health Care Authority (OHCA)works to ensure Oklahomans have access to better health and better care.The agencys core values include passion for purpose trust and transparencyempowermentand accountability best in class and outcome-driven and servant leadership.As part of the interview process candidates maybe requiredto attend an in-person interview at our Oklahoma City office.
TheCustomer ExperienceManageris responsible foroverseeing various operations within the organization ensuring efficiency and effectiveness in areas such as customer experience compliance mail and copy center time management and training and auditing. This role requires strong leadership communication and organizational skills to drive performance and achieve organizational goals.
Ensure call performance standards aremonitoredand met including telephone call quality response time and call abandonment rate.
Ensure compliance with HIPAA regulations and internal policies including annual training and reviews.
Oversee internal mail operations inventory management and coordination with printing services.
Assure adequate phone coverage for the call centermonitoremployee attendance and manage time accrual reports.
Develop training opportunities based on call quality measurements and conduct focus audits to ensure continuous improvement.
Other duties as assigned.
Supervisory Responsibilities:This positionhas supervisory responsibilities.
This position requires in-depth knowledge of call center operations performance metrics HIPAA and regulatory compliance inventory and internal mail operations employee scheduling training and auditing practices. The role must be able to analyze high volumes of complex or competing information evaluate call performance dataidentifyopportunities for improvement and ensure operational and regulatory requirements are consistently met. Strong leadership communication collaboration and conflict resolution skills are essential for effectively directing work building teams developing employees and working with diverse stakeholders. The position also requires strong time management sound decision-making accountability self-awareness and the ability to take on new challenges with urgency and a results-oriented approach. Key competencies include Manages Complexity Drives Results Decision Quality Builds Effective Teams Ensures AccountabilityDemonstratesSelf-Awareness and Action Oriented.
**To be considered for this position your application must include a resume/CV with complete work and education history.**
AMastersdegree and2yearsof professional experienceOR
Abachelors degree and3years of professional experienceOR
An equivalent combination of education and experience substituting1year of professional level experience for each year of the required education.
Certifications in any of these areas: Certified Call Center Manager (CCCM) Certified Customer Experience Professional (CCXP) Certified HIPAA Professional (CHP) Project Management Professional (PMP) Six Sigma Green Belt or Lean Certification
Advanced degrees in Business Administration or Management
Work is typically performed in an office setting with climate-controlled settings and exposure to moderate noise levels.In the course ofperforming job duties employeesare required tospeak stand walk and reach with their hands and arms. This position requires extended periods of sitting and daily use of computers and phones. Employees must be willing to complete all job-related travel associated with this position. Being present at the office is an essential function of this position.
The Oklahoma Health Care Authoritycomplies withapplicable State and Federal civil rights laws and does not discriminate. All qualified applicants will receive consideration for employment without regard to race color sex religion disability age national origin or genetic information. If a reasonable accommodation is needed toparticipatein the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact the Civil Rights Coordinator at .
Notice to applicants:
Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.
Current State of Oklahoma employees must apply for open positions internally through WorkdayJobs Hub.
Equal Opportunity Employment
The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information race religion color sex age national origin or disability.
Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.
If you are needing any extra assistance or have any questions relating to a job you have applied for please click the link below and find the agency for which you applied for additional information:
Required Experience:
Manager
