Manager, Call Center Platform Production Support

Highmark Inc, a nonprofit health plan corporation, is Pennsylvania's largest health insurer based on membership.

 

Providing over seven decades of superior service and access to quality health care, Highmark Inc. embraces workforce diversity as a means to best serve its increasingly diverse customer base.  By tapping into the different skills, abilities, and perspectives of a diverse workforce, Highmark Inc. is able to serve and anticipate the needs of a changing and expanding marketplace.  We are currently seeking candidates for the following position to be based in Pittsburgh, PA: 

 

Manager, Call Center Platform Production Support

 

This position is responsible for the following:

 

• Planning and managing all activities within the assigned business unit/area supporting the underlying system and processes of the Call Center and Customer Service Platform (including INSINQ, Business Rules Engine (BRE), Consumer Relationship Management (CRM), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Witness, and other ancillary applications).

 

• Provide direction, leadership, and management with regard to the implementation, production support, and refinement of the Call Center and Customer Service systems.

 

• Assess project viability and recommend strategies and tactics to satisfy customer needs.

 

• Foresee organizational impacts and understand the procedures associated with introducing new information technologies, while seeking ways to collaborate with other IT members to facilitate transitions.

 

• Ensure product delivery, which requires a clear understanding (and management) of expectations and capabilities from the outset, as well as managing the activities of those not under direct managerial control.

 

• The incumbent will define and support the underlying workflow of 3,200+ users of the Call Center applications focusing on internal/external customer requirements to ensure accurate, efficient and timely customer service and inquiry processing.

 

• An in-depth knowledge of the Health Insurance business, call center and customer service processes, project life cycle, internal/external resource management and strategic planning and execution.

 

• Communicate with various levels of HIG and HPO management as required in analyzing, evaluating and prioritizing requirements.

 

• Knowledge of systems controls and audit characteristics is required.

 

• Required to comply with all Highmark Corporate Policies and ISG Procedures and Standards. 

 

REQUIRED QUALIFICATIONS

 

• Bachelors Degree in Business, Information Science, Information Systems OR High School Diploma or GED AND at least five (5) years experience in the Healthcare Industry

 

• At least five (5) years of experience in Project Management or Information Systems.

 

• At least five (5) years of experience in a leadership / mentoring role.

 

• At least five (5) years experience in the software development life cycle.

 

• At least five (5) years experience in planning, development, implementation and maintenance of applications across multiple hardware and software platforms. At least five (5) years experience in business process improvement, operations management, and/or systems reengineering.

 

• At least three (3) years experience in developing, communicating and presenting technical concepts to varying audience.

 

• Travel required. 

 

PREFERRED QUALIFICATIONS

 

• Masters Degree

 

• PMP Certification

 

• Management experience in: employee development plans; performance evaluations; goals development Experience in budget administration and process improvement.

 

• Knowledge of systems controls and audit requirements, including Sarbanes Oxley and SAS70 is required.

 

• Ability to manage and efficiently apply the Highmark Project Life Cycle Methodology and oversee the creation of deliverables.

 

• Strong technical knowledge, with hands-on experience leading systems development.

 

• Ability to recruit and mentor a staff of internal (full-time FTE) and external (contractor) business analysts. The internal staff can total up to 20 and the external or indirect staff may vary from 10 to 20.

 

• Knowledge and experience in developing strategic plans and business cases Ability to discern high-level requirements and provide credible estimates for various corporate strategic initiatives.

 

• Conceptual knowledge of information technologies in mainframe, midrange, and PC computing environments desirable; in-depth experience in one or more is critical.

 

• Successfully developed and implemented applications in new computing architecture environment, using new and emerging technologies.

 

• Demonstrated competency in the execution of multiple projects, including managing resources across multiple projects to meet goals. 

 

To submit your resume for consideration, go to our website: www.highmark.com and click on the Careers link under the About Highmark section of the site. Follow the instructions there to view our current open positions. To apply for this position, use reference #054967. Highmark Inc., an equal employment opportunity employer, strives to capitalize on the strengths of individual differences and the advantages of an inclusive workplace.