Membership director vs call center manager

Differences between membership director and call center manager duties and responsibilities

Membership director example responsibilities.

• Manage the member and provider service department for the commercial and Medicaid lines of business.
• Establish and redefine business processes in order to achieve national accreditation through NCQA.
• Perform periodic checking of on the cleanliness and order of the gym & locker facilities.
• Assist member dentists on a daily basis with Medicaid regulations, policies, and provider credentialing issues.
• Participate in the development of the plan's Medicare line of business working alongside all departments and consultants.
• Increase prospective members with the use of social networking tools and introducing new media tools: LinkedIn and Facebook.
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Call center manager example responsibilities.

• Lead the project to upgrade the WFM system to the current vendor version.
• Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
• Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
• Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
• Accomplish Medicare standards with qualitative and quantitative measures.
• Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.
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