Description & Requirements
Maximus is currently hiring for a Healthcare Call Center Manager to support our Massachusetts Business Support Services (MA BSS) program. This is a remote opportunity where the Healthcare Call Center Manager will guide a team that handles inbound calls from individuals in the community seeking services. Your leadership will ensure every caller receives a personalized, white-glove experience-from safety screenings to intake and scheduling in-home assessments. You’ll foster a culture of empathy, professionalism, and responsiveness, while driving performance, quality, and continuous improvement.
If you’re a strategic thinker with a heart for service and a knack for cultivating high-performing teams, this is your opportunity to make a lasting impact.
This position is contingent upon contract award.
Why Maximus?
Work/Life Balance Support - Flexibility tailored to your needs!
Competitive Compensation - Bonuses based on performance included!
️ Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter’s, and Pet insurance.
Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
️ Unlimited Time Off Package - Enjoy UTO, Holidays, and extended sick leave, along with Short and Long Term Disability coverage.
Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
Tuition Reimbursement - Invest in your ongoing education and development.
Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
Professional Development Opportunities-Participate in training programs, workshops, and conferences

Essential Duties and Responsibilities:

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
• Monitor call center compliance with ISO standards as applicable.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level.

Minimum Requirements

• Bachelor’s degree in relevant field of study and 5+ years of relevant professional experience required, or equivalent combination of education and experience.
• Experience working in a call center environment in supporting either a state or federal based health insurance program preferred.
• Experience working with clinical staff, provider’s offices, assessments and interfacing with individuals seeking care and services preferred.
• Experience supervising a team of approximately 25 employees preferred.
• Working knowledge of call center tools preferred.
• Working knowledge of how recipients receive care preferred.
• Must be willing and able to work Monday through Friday from 8:30 am to 5:00 pm Eastern Standard Time (EST).
• Must be willing and able to travel to Massachusetts offices as business need dictates.

Home Office Requirements

• Internet speed of 25mbps or higher required (you can test this by going to www.speedtest.net).
• Connectivity to the internet via either Wi-Fi or Category 5 or 6 ethernet patch cable to the home router.
• Must currently and permanently reside in the Continental US.

EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate’s education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus’s total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant’s salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
• Monitor call center compliance with ISO standards as applicable.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction to staff when complaints are escalated to management level