HRA Call Center Manager

Job Title: HRA Call Center Manager            

Exempt Status: Exempt      

Division: HRA                       

Location: Tampa, FL


Episource, with over 3,000 employees worldwide, is a leading provider of risk adjustment services and solutions for health plans.  Our services help Medicare Advantage, Commercial/Exchange, and Medicaid managed care plans improve and support accurate reimbursement in a post-Affordable Care Act market. Our services include retrospective chart reviews, medical record retrieval, HEDIS/ACO quality reporting, and data analytics, allowing payers and providers to dramatically reduce costs and improve quality of care.


Job Summary:

The Call Center Manager is responsible for all aspects of the outbound contact center operations related to the Health Risk Assessment (HRA) business.  The Call Center Manager implements and reviews contact center policies/procedures and workflow to ensure performance standards and scheduling targets are met, with a focus on provider utilization, member scheduling rate, member decline rate, overall call quality, and team engagement.  The Call Center Manager is responsible for developing and preserving a united team spirit among all members of the Call Center.



  • Provide full oversight for the daily management of the HRA Call Center, overseeing Outreach & (Logistic) Scheduling Coordinator team, meeting all Key Performance Metric targets and the hiring, development and training needs of staff.
  • Oversee operational objectives and initiatives of Outreach Coordinator & (Logistic) Scheduling Coordinator teams.
  • Meet monthly key call center performance goals including quality, productivity, aht, vph, scheduled rates, decline rates, contact rates, and other key performance indicators
  • Perform daily management of HRA Call Center Supervisor, Logistics Supervisor & staff to ensure successful business results and appropriate communication and timely resolution of any requests.
  • Serve as project and departmental lead under the guidance/collaboration of the HRA business unit stakeholders.
  • Facilitate & assist in development of new processes, tools, communications, training and methodologies to ensure program’s success across teams. Serve with other departmental management to facilitate relationships among members of these various departments in order to achieve the HRA goals and objectives.
  • Oversee resource planning, staffing, reporting, territories, incentives and communications for team.
  • Conduct supervisor coaching sessions weekly/monthly with documentation as well as conduct formal performance reviews, including annual goal-setting/performance development plan, mid-year reviews and final year end performance review.
  • Report, analyze and resolve system, customer and operational issues that impact service quality; Strive to provide all agents/clients/members with outstanding customer experience
  • Provide afterhours/on call support during weekends/holidays as related to member rescheduling process as needed.
  • Answer incoming calls and complete confirmation/reminder calls as needed.
  • Requires an individual to maintain the ability to work in an environment with PHI / PII data.
  • May be assigned other duties.
  • Must maintain compliance with all company policies and procedures.


Qualifications / Requirements:

  • Strong time management skills and ability to prioritize workloads.
  • Ability to transfer knowledge to staff with different backgrounds, educational experiences and learning styles.
  • Call center or inside sales experience preferred.
  • Bachelor’s degree in related field, but experience and/or other training/certification may be substituted for the education.
  • Excellent verbal and written communication skills, including ability to effectively communication with internal and external customers.
  • Knowledge of HIPAA Compliance rules and regulations a plus.
  • Professionalism in appearance, communications and demeanor.
  • Must be able to work independently with limited supervision.
  • Must be organized and detail oriented.



  • While performing the duties of this job, the employee is frequently required to stand; walk and sit. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include color vision.
  • Requires prolonged sitting, some bending, stooping and stretching, requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
  • Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.



Episource, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Episource, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Episource, LLC expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Episource, LLC employees to perform their expected job duties is absolutely not tolerated.