Bilingual Communication Center Ops Manager

CLINICA family health • Denver, CO

12d • $59,384 - $73,034

About The Position

You will provide leadership to the Communication Center (CC) Department as well as partner with the CC Director, Sr. Director of Operations and VP of Operations in setting the strategic vision of the CC Department. You are responsible for ensuring that the strategic vision is met and measures of success have been defined and are tracked regularly. Additionally, you are responsible for the direct oversight of the CC Supervisors and CC Leads/Trainers as well as those responsibilities. This position is the link between the Communications Center and the clinic leadership. You are responsible for ensuring the appropriate staffing and functioning of the CC Department so that efficient scheduling of appointments and resolution of patients’ needs occur.

Requirements

• 3 years management experience including computer and phone system knowledge.
• Extensive team and organizational skills required.
• Bilingual in English and Spanish required.
• Proven problem-solving skills.
• Effective written and spoken communication.
• Thorough understanding knowledge of Communications Center guidelines, protocols and rules for scheduling and managing patients.
• Interpersonal skills that allow you react effectively and calmly in high stress situations.
• Proven leadership and coaching skills - takes an active role in problem solving, improving efficiencies and resolving conflict.
• Phone system management knowledge.
• Knowledge of electronic patient systems including billing systems.

Nice To Haves

• Medical office experience desired.

Responsibilities

• Develop and hold department vision in partnership with the CC Director, Sr. Director of Operations, and VP of Operations.
• Identifies and implements strategies to ensure the efficient and effective functioning of the CC.
• Works collaboratively with CC Director, Senior Director of Operations, and other Clinica leadership to identify problems, develop solutions, and implement change.
• Manage department budget in partnership with the CC Director.
• Responsible for ensuring minimum staffing goals are met.
• Oversight and supervision of the CC Supervisors, CC Lead/Trainers, and CC QA Coach /Trainer.
• Support Communications Center Director with developing, writing, and implementing Communications Center related procedures.
• Perform audits, prepare reports and develop quality improvement plans based on Communications Center performance data and communicate performance on department metrics to CC Director.
• In partnership with Supervisors, support the day-to-day supervision, hiring, firing and performance appraisals for Communication Specialist (CS) team members.
• Develop QI plans in partnership with the QA Coach/ Trainer and CC leadership.
• Lead, with the support of the CC Supervisor, the hiring/firing, disciplinary actions and performance appraisals of CSs.
• Manage department shift coverage and staff schedules.
• Review and approve PTO requests for all team members.
• Approve timesheets for all team members.
• Develop and facilitate weekly all staff meetings in partnership with CC Supervisors.
• Conduct deeper coaching, as needed, with direct reports and CSs.
• Manage activation of afterhours message.
• Communicate with outside partners (e.g. DHNL) as needed.
• Provides department leadership through role modeling, teambuilding, hospitality, and ensuring adherence to standards and expectations.
• Responsible for having a working knowledge of the phone system and system reporting software including the ability to edit messages as needed.
• Coordinate resolution of IT and phone issues with IT Department and outside phone vendor.
• Maintain a collaborative working relationship with organizations outside of Clinica, ensuring the phone needs of the organization are being met.
• Create partnerships with all departments to ensure guidelines are being met and create new procedures and guidelines as needed.
• Meet with all new hire employees from all departments including Providers as part of their New Employee Workforce Welcome orientation.
• Responsible for understanding Managing E-Confirmation Calls procedure & practice.
• Ensure that the after-hours message, indicating to caller how to access afterhours care, is activated daily.
• Proficient in the use of Clinica Patient Portal.
• Troubleshoot and speak with Care Message Vendor of any issues pertaining to outgoing electronic confirmations.
• Support, as needed, CC Supervisors in assisting patients with Clinica Patient Portal (patient portal) issues.
• Takes calls during peak hours as needed.

Benefits

• Comprehensive Benefits: Medical Dental Vision FSA/HSA Life and Disability Accident/Hospital Plans
• Retirement with Employer Contributions
• Vacation, sick, and extended illness time off options
• Open communication with leadership and mission-focused engagement
• Training and growth opportunities with a supportive team invested in your success

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed