HR Manager

The Call Center Operations Human Resources Manager (CMS Medicare/Medicaid) is responsible for all human resources functions within the Winchester, Kentucky call center. The role includes strategic HR planning, operational HR management, and administrative support. The individual will build the call center’s HR infrastructure. This role ensures compliance with all federal and state regulations, and helps to attract, retain, and support call center’s employees.

 What We’re Looking For:

• In-depth knowledge of CMS Medicare and Medicaid programs, regulations and benefit structures.
• Strong leadership and coaching skills to develop high-performing teams.
• Ability to analyze data, optimize processes, and implement strategies that drive success.
• Excellent communication skills and a solution-oriented mindset.

• Staffing and Recruiting: Partner with the Lead Site Manager and Call Center Operations Supervisor to identify staffing needs and develop recruitment strategies to attract qualified candidates, specifically for CSRs and supervisory roles. Manage full recruitment cycle, including posting, candidate sourcing, interviewing, and facilitating the hiring process.
• Onboarding and Training: Develop and manage a comprehensive onboarding program for all new hires, ensuring smooth transition into the company and call center environment. Coordinate initial and ongoing training programs with the Call Center Operations Trainer and ensure completion of all required CMS compliance training. Maintain all training records and ensure proper documentation.
• Compliance: Ensure strict compliance with all federal, state (Kentucky), and local employment laws and regulations (e.g., FLSA, FMLA, HIPAA, EEO, OSHA, Workers' Compensation). Conduct pre-employment screenings, background checks, reference checks in compliance with company policies.
• Employee Relations: Serve as primary point of contact for employee inquiries, concerns, and grievances, providing guidance and resolution in a fair and consistent manner.
• Reporting: Generate and submit required HR reports including EEO-1 reporting.
• Performance Management: Support the implementation and administration or the performance review process, including goal setting, performance evaluations, and development plans. Provide guidance to managers and supervisors on performance management best practices.
• Policies and Procedures: Administer and interpret company policies, ensuring consistency and compliance with labor laws.
• Compensation and Benefits Administration: Administer all company’s compensation and benefits programs, including health insurance, retirement plans, paid time off, and other employee perks. Manage enrollment, changes, and termination processes related to benefits. Respond to employee questions regarding compensation and benefits.
• Payroll: Process payroll documentation and timekeeping records and assist with HR budget planning and management.
• HR Strategy and Development: Collaborate with the leadership team to develop and implement HR strategies that support the call center’s operational goals. Identify opportunities for HR program enhancements and process improvements. Stay abreast of HR trends and best practices, particularly within the call center and healthcare sectors.

• Bachelor’s degree in human resources, Business Administration, or a related field is required.
• Minimum of 5+ years of experience with at least 2 years in an HR generalist or Manager role is required.
• Demonstrated experience supporting a call center or high- volume operational environment is required.
• Strong knowledge of federal and Kentucky State employment laws and regulations.
• Experience with CMS Medicare/Medicaid compliance requirements related to call center operations (e.g., HIPAA) is required.
• Exceptional communication (written and verbal), interpersonal, and active listening skills are required.
• Proficiency in HRIS/Payroll systems and Microsoft Office Suite (Word, Excel, PowerPoint) is required.
• Proven ability to manage multiple priorities, work independently, and maintain strict confidentiality is required.
• Strong organizational and time management skills.
• Available to work on site at the Winchester, Kentucky location.
• Successfully pass pre-employment (post offer) background check

• Primarily, sedentary work in a call center office environment.
• Requires the ability to operate a computer and other office equipment.
• Occasional travel may be required.

• Competitive salary and benefits package.
• Opportunity to lead a team. and shape impactful collection strategies.
• Supportive work culture with career growth potential.

Information and Physical Security is the responsibility of every employee. In your position, you are required to safeguard the computer systems by following proper username and password management which includes selecting challenging passwords and committing them to memory, they should not be written down or stored where others can freely have access. This also includes securing your desk and workstation when you are not there. This includes locking your session and putting sensitive paperwork away when not physically at your desk.

You are not to share your username or password with anyone. The physical security of our offices are equal importance, never shadow your entry into a Vitalizing Business Solutions/ Strategic BPO Solutions facility. If this occurs quickly report this action immediately. You are required to follow all Information Technology policies and procedures regarding the management system accounts and equipment. If you witness any security violation, you should immediately report it to management.

Work may require frequent weekend and evening work. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this position, physical presence in the workplace is essential. The employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handles, or feel objects, tools or controls. The employee is occasionally required to stand, walk, sit; reach with hands and arms.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

This job description reflects management’s assignment if essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an” at will “relationship.

Vitalizing Business Solutions, Inc. and Coast Professional, Inc. are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, protected veteran status, genetic information nor any other categories protected by applicable law.