Responsibilities

• Oversee associates to ensure their ability to handle calls, provide appropriate customer service, document requirements in the system, and manage follow‑up calls.
• Monitor staff performance to assess training needs and requirements.
• Provide input for scheduling to ensure adequate staffing and make recommendations for required changes.
• Assist with quality assurance and quality improvement initiatives and help execute operational changes.
• Manage project initiatives, including reimbursement programs, compliance and education‑based programs, and clinical patient support programs.
• Implement assigned call center projects and design/develop new projects, including protocol development, resource allocation, and database management.
• Ongoing evaluation of project strengths, weaknesses and potential areas for improvement; produce all project‑related reporting.
• Participate in client meetings and main...