Customer Experience Manager

About the role

The Customer Experience Manager oversees various operations within the Oklahoma Health Care Authority (OHCA), ensuring efficiency and effectiveness in areas such as customer experience, compliance, mail and copy center, time management, and training and auditing.

Responsibilities

• Ensure call performance standards are monitored and met, including telephone call quality, response time, and call abandonment rate.
• Ensure compliance with HIPAA regulations and internal policies, including annual training and reviews.
• Oversee internal mail operations, inventory management, and coordination with printing services.
• Assure adequate phone coverage for the call center, monitor employee attendance, and manage time accrual reports.
• Develop training opportunities based on call quality measurements and conduct focus audits to ensure continuous improvement.
• Supervise and manage staff in the call center and other relevant departments.

Requirements

• In-depth knowledge of call center operations, performance metrics, HIPAA and regulatory compliance, inventory and internal mail operations, employee scheduling, training, and auditing practices.
• Strong leadership, communication, collaboration, and conflict resolution skills.
• Ability to analyze high volumes of complex or competing information, evaluate call performance data, identify opportunities for improvement, and ensure operational and regulatory requirements are consistently met.
• Strong time management, sound decision-making, accountability, self-awareness, and the ability to take on new challenges with urgency and a results-oriented approach.

Qualifications

• A Master’s degree and 2 years of professional experience OR
• A bachelor’s degree and 3 years of professional experience OR
• An equivalent combination of education and experience, substituting 1 year of professional level experience for each year of the required education.

Skills

• Knowledge of call center operations and performance metrics.
• Experience with HIPAA and regulatory compliance.
• Experience with inventory and internal mail operations.
• Experience with employee scheduling, training, and auditing.
• Strong leadership, communication, collaboration, and conflict resolution skills.
• Ability to analyze and evaluate call performance data.
• Ability to develop training opportunities and conduct focus audits.

Benefits

• Generous state-paid benefit allowance to offset insurance premiums.
• A wide selection of insurance plans with no pre-existing condition exclusions.
• Flexible Spending Accounts for health care and dependent care.
• Retail Savings Plan with employer contributions.
• 11 paid holidays annually.
• 15 days of vacation and 15 days of sick leave in the first year.
• Longevity Bonus recognizing years of public service.
• Public Service Loan Forgiveness eligibility and tuition reimbursement.
• Wellness benefits, including an on-site gym and fitness center discounts.

Pay

$72,000/annually

Schedule

Monday – Friday, Primary Hours: 8:00 a.m. – 5:00 p.m.