Call Center Manager- IFG

Job description

Become a part of our caring community The Innovative Financial Group (IFG) Call Center Manager is responsible for overseeing the daily operations of a Medicare-focused contact center, ensuring high-quality service, regulatory compliance, and achievement of performance goals. This role leads a team supporting Medicare Advantage, Part D, and related healthcare programs while driving operational excellence, member satisfaction, and CMS compliance. Key Responsibilities: Call Center Operations: - Manage day-to-day operations of the Medicare call center, including inbound, outbound, enrollment, eligibility, claims, and benefits inquiries - Ensure adherence to service level agreements (SLAs), KPIs, and productivity targets - Monitor call volumes, staffing levels, schedules, and escalation processes - Implement process improvements to increase efficiency and quality Medicare & Regulatory Compliance: - Ensure full compliance with CMS guidelines, Medicare regulations, HIPAA, and company policies - Support CMS audits, internal audits, and compliance reviews - Maintain documentation and workflows aligned to Medicare Advantage and Part D requirements - Partner with Compliance and Legal teams to...