Program Manager - Nurse Call Center

Summary

Join SMASH, a tech talent agency connecting professionals in Costa Rica and Colombia with US companies. We prioritize long-term relationships, aiming for a perfect cultural and technical fit. This remote position offers work-from-anywhere flexibility, private medical insurance, and an English academy for employees and relatives. The role involves managing multiple call centers, overseeing project implementation, and ensuring client satisfaction. You will need a bachelor's degree and 5+ years of call center management experience. This is a remote position for Costa Rica and Colombia citizens or permit holders.

Requirements

• Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field
• 5 years of experience with managing multiple call centers
• Demonstrate knowledge of URAC Health Call Center Standards, experience in customer service, performance evaluation, and process improvement
• Demonstrate experience in large volume staff training and coaching
• Demonstrated strong interpersonal and communication skills

Responsibilities

• Works with partners to develop and drive service solutions and business case development across functional groups
• Involved in the coordination of translating business strategy into work programs and processes
• Reviews and provides input to high-level project planning and management
• Accountable for the creation and development of technology solutions appropriate to business needs and objectives
• Oversees implementation of program, projects, or processes
• Creates and delivers monthly Program Management Reviews
• Ensures all business functions are appropriately and consistently defined and that these functions meet the objectives of the client
• Drives stream of work reporting to customer
• Develops status reports, controls project scope and economics, approves changes, and manages and resolves issues, risks, and conflicts
• Serves as a single point of contact and the escalation point between technical teams
• Demonstrates abilities as a leader, creating a positive work environment by monitoring workloads of the team while meeting client expectations
• Accountable for senior level customer relationships and satisfaction
• Serve in a variety of roles to include, but not limited to proposal management, proposal writing, editing, and pricing

Benefits

• Work from everywhere
• Private Medical Insurance
• English Academy for Employees and Relative