Call Center Manager

Job Summary

Under the direction of the Vice President, and the clinical leadership of the Chief Medical Officer, the Patient Service Manager is responsible for the management of the Call Center at Whole Family Health Center. This position is responsible for strategizing and coordinating quality outcomes via call center management. The Call Center Manager will provide oversight and support for his/her areas of responsibility. Primary responsibilities include managing support staff, identifying opportunities to improve patient access and customer satisfaction, assisting in streamlining support staff workflows, and tracking metrics for their area of responsibility. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. This is a position of trust.

Communication

Good oral and written communication skills are required for this position.   Information must be exchanged using tact and persuasion appropriately.  The person in this position must be able to communicate with the patients, staff, and others; and contribute to a positive environment.  The ability to communicate in Spanish, Creole, or both is a plus.

 Key Responsibilities

1. Provide overall direction and structure for Call Center on behalf of Whole Family Health Center.
2. Directly supervises staff to ensure adherence to departmental policies and procedures.
3. Ensure documentation and implementation of call center processes that clearly define the expectation of quality outcomes and within strict adherence to service level timelines associated to each workflow.
4. Assist Whole Family Health Center Management in responding to client complaints.
5. This role is responsible for ensuring department staffing, call quality, and call handle goals are met through continuous monitoring of call center software and reports.
6. Training, mentoring, and coaching are also integral responsibilities for this role to support the continued development of staff.
7. Tracks key performance indicators to show trends and identify opportunities for improvement.
8. Provides feedback on workflows and processes to Vice President.
9. Uses workforce management software to create, review, and/or approve employee schedules to ensure adequate staffing for anticipated call volume.
10. Maintain privacy of all patients, employees and volunteer information and access such information only on a need-to-know basis for business purposes.
11. Comply with all regulations regarding corporate integrity and security obligations; Report all behaviors and/or activities that are unethical, fraudulent, or unlawful.
12. Meets routinely with management teams to ensure the seamless integration of each departments needs and makes certain there are constant communication updates.

Performs other duties as assigned.

Education & Training  

1. High School Diploma or GED required.
2. College degree preferred but not required.
3. Must be cross trained in electronic medical records, scheduling software and Microsoft Outlook.

 Experience

1. Minimum three years work experience in quality management required (supervisory experience a plus).
2. 2 plus years of experience in developing requirements and performing system analysis (examples utilizing use cases and stories development for articulating business requirements).
3. 6-8 years of work experience in health care setting (Federally Qualified Health Center [FQHC] or ambulatory care a plus) and/or equivalent education.
4.  Working knowledge of Federal, State, and local laws, regulations, and policies related to ambulatory health service delivery systems.
5. Working knowledge of quality improvement programs and procedures.
6. Computer skills and knowledge, particularly word processing, spreadsheet, and presentation programs.
7. Acute business acumen and understanding of organizational issues and challenges; organized with a natural inclination for development strategy and tactics.
8. Bilingual in English and Spanish preferred.
9. Culturally competent in assessing systems of care serving diverse patient populations.
10. Demonstrated ability to work effectively with people of diverse races, ethnicities, nationalities, sexual orientations, gender identities, gender expression, socio-economic backgrounds, religions, ages, English-speaking abilities, immigration status, and physical abilities in a multicultural environment.

 Requirements

• Level 2 background clearance required.
• Proof of immunizations for MMR, HEP B vaccination, and either a history of chicken pox (varicella), or documentation of the varicella vaccine, current Tdap, and a PPD Test at time of hire.