Call Center Manager

The Call Center Manager is experienced with addressing a variety of clinical, administrative, and advanced scheduling inquiries. They will manage a team of call center representatives, oversee daily operations, and provide guidance on content and policies. They will also provide training, process oversight, and productivity monitoring.

The incumbent will need to have experience in a call center and managing a team of call center representatives. They must be able to think critically and work efficiently within a team environment. They must be able to triage any issues that may arise and notify appropriate units to resolve them.

Prior comparable experience that relates to the following position goals is highly desired:

• Expert knowledge on call center standard operating procedures (SOP).
• Capacity to train and mentor.
• Efficient at maintaining and documenting confidentiality records.
• Experience working within HIPAA Compliance and clinical setting.

Essential skills and abilities:

• Adhere to a high standard of professional conduct and possess strong interpersonal skills to work effectively with people.
• Able to train and educate team members in various topics pertinent to the call center.
• Strong knowledge of computer-based systems such as Excel, Word, PowerPoint with the capacity of learning new systems.
• Maintain a high level of confidentiality.
• Excellent time management and organizational skills.
• Demonstrate flexible and creative problem-solving skills and critical thinking.

Minimum Education:

Bachelor's degree or RN, LPN, LVN in a medical setting.

Experience in lieu of a degree will be considered.

Minimum Experience:

3 years of experience as a Medical Call Center Representative, Medical Customer Service Representative, or related roles with a robust knowledge of the medical field, authorization requirements, HIPAA, GCP, HSP.

Must maintain certification in HIPAA, Human Subjects Protection (HSP), and Good Clinical Practice (GCP)

Bilingual in Spanish/English is preferred.

Minimum Education: Bachelor's degree 

Minimum Experience: 

• 5 years And 3 years in customer service and call center environments, utilizing varied communications systems (e.g., phone, email, social media) 
• Experience supervising and/or managing a team, with excellent guidance, coaching and problem-solving skills for time-sensitive, high-stress situations. 
• Excellent written and oral communication skills, able to perform research, confirm accurate information and appropriately share relevant information to appropriate parties. 
• Familiarity with routing services in higher education environments.
• Excellent critical reading, analytical and presentation skills. Experience with Microsoft Office (e.g., PowerPoint, Visio) and varied communications systems. Excellent phone demeanor. 
• Demonstrated multi-tasking skills and ability to remain calm under pressure. 
• Ability interpret policies, implement applications, and establish workflows. Preferred Experience: 7 years