Call Center Manager
About The Position
Access Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service. Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country. We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.
Requirements
- Must live in the United States.
- 3+ year’s management experience including hiring, training, coaching and discipline required.
- 3+ years call/contact center management experience, focusing on inbound and outbound call programs.
Nice To Haves
- Healthcare image scheduling experience preferred.
Responsibilities
- Oversee all aspects of daily team activities.
- Onboard new employees and work closely with them to bring them to full capability.
- Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients.
- Responsible for helping to resolve problems and complaints. Assists with escalated calls.
- Communicate solutions, successes and opportunities to the team with an eye on continual improvement.
- Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly and monthly.
- Work to consistently have tools and aides for employees that are accessible, accurate and current to ensure that the team receives appropriate support and training.
- Foster a team mentality and approach to improvement and serving our customers well.
- Be present and available for your team, communicate positively and provide feedback and constructive criticism.
- Keep track of attendance, daily statistics, paid time off, sick time, etc.
- Be available to affect the entirety of the team’s operations.
- Maintain departments policies and procedures, reviewing and updating as needed.
Benefits
- 401k
- PTO
- medical
- dental
- vision
- tuition reimbursement
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
