Homeoffice Manager, Central Operations en Better Life Partners

The role:The Manager of Central Operations is responsible for overseeing the performance, quality, and daily operations of the contact center team. Leading a group of Associates, the Manager ensures exceptional member experiences, and operational efficiency. This role aligns daily operations with organizational objectives and ensures compliance with 42-CFR, Part 2 and HIPAA regulations. The Manager will provide training, coaching, and support to Associates, while driving operational efficiency and fostering a culture of empathy, accountability, and continuous improvement. The Manager of Central Operations will report directly to the Vice President of Central Operations.Unless otherwise specified, this position is remote (work from home). Candidates must reside in one of the following states: Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, Vermont, or Connecticut.



What you will do:

Team Leadership & Development:

Directly supervise, mentor, and develop a team of 8-12 Associates define clear distinction between the Associate I and II roles and establish a pathway for career growth

Establish clear performance expectations, Key Performance Indicators, and quality standards; conduct regular evaluations and coaching

Partner with the VP of Member Engagement & Operations to cascade organizational priorities and ensure they’re operationalized across member-facing teams

Build a high-performing, inclusive team culture rooted in accountability, service excellence, and professional development

Deliver onboarding, training on new processes, and continuing education training to Associates

Maintain and enhance the Central Operations knowledge base as a resource for training, live support, and process documentation

Operational Excellence:

Lead daily operations of the contact center to meet or exceed service level agreements (SLAs), call/text quality standards, and response time metrics

Ensure effective workforce planning, develop and maintain SOP documentation, and support cross-functional initiatives  to improve efficiency and member satisfaction

Identify opportunities to streamline workflows and collaborate with key stakeholders on implementing solutions

Quality, Compliance & Improvement:

Partner closely with VP of Member Engagement & Operations to align goals, review insights, and co-develop action plans in response to audits, member feedback, and performance gaps

Champion a culture of quality assurance, patient/member safety, and continuous improvement

Ensure operations adhere to all applicable healthcare regulations, including 42-CFR,  Part 2 and HIPAA regulations

Maintain and enhance the Central Operations knowledge base as a resource for training, live support, and process documentation

Data-Driven Performance Management:

Analyze contact center metrics (e.g., average speed to answer, call satisfaction, ticket close time) to identify trends and inform decision-making

Prepare monthly performance reports and develop individual Associate scorecards

Support the development, tracking, and achievement of Central Operations team goals

Collaboration & Communication:

Serve as the day-to-day operational point person for cross-functional partners, including Medication Management, Medical Assistants, Revenue Cycle Management, and Market Operations to ensure seamless service delivery and operational alignment

Communicate updates, policy changes, process changes, and training to Associates and cross-functional partners

Represent Central Operations in enterprise-wide initiatives, transformation projects, and pilots

Guide Associates to coordinate effectively with members, providers, pharmacies, and others to ensure accurate delivery of services including prescriptions, prior authorizations, and care coordination

You are a good fit if you have:

Bachelor’s degree in healthcare management or related field required

3-5 years of progressive leadership experience in healthcare, mental health, or contact center operations

Strong understanding of healthcare regulations and, the medication prescribing lifecycle, and the needs of diverse member populations

Proven ability to lead teams, manage change, and influence stakeholders in a complex and fast-paced environment

Excellent analytical skills with a demonstrated ability to use data to drive performance and innovation

Highly organized with exceptional attention to detail and time management

Proficiency in Google Workspace and contact center tools (e.g., Five9, Salesforce, Zendesk)

Work location requirements:

BLP operates in hybrid and remote work environments, which allows us to better meet our members and partners where they’re located. Candidates applying for this role must be willing and able to travel locally within the communities we serve and/or travel to onsite meetings as expected in coordination with their department and business needs.

When working from home, the requirements include:

When working from home, the requirements include: 

Must have reliable internet service with a fast upload/download ability

Ability to ensure any protected health or proprietary data/information is not visible (or audible)  to others in any work location

Must have a quiet space to speak to members, team members, or external partners with minimal background noise and distractions

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