Call Center Manager

The Urology Group•Blue Ash, OH

2d•Onsite

About The Position

The Call Center Manager is responsible for planning, organizing, and directing the overall operations of the call center, including setting the budget, hiring and training staff, developing policies and procedures, and evaluating the results and patient satisfaction. A Call Center Manager also liaises with external stakeholders, such as clients, vendors, and regulators, to ensure compliance and quality standards.

Requirements

Excellent verbal and written communication skills.
Excellent organizational skills and attention to detail.
Customer-oriented with ability to remain calm in difficult situations.
Strong analytical and problem-solving skills.
Strong computer skills and use Microsoft Office software.
Previous experience with electronic Health Records (EMR Software) required.
Complies with HIPAA regulations for patient confidentiality.
Ability to work independently and manage deadlines.
Previous Call Center supervisory experience.
Previous work experience in healthcare - medical group practice strongly preferred.
LPN/RN License and certification as required by state preferred.

Nice To Haves

Bachelors degree strongly preferred.

Responsibilities

Oversees patient scheduling process, including appointments by phone, email, answering service, physician referrals and nurse triage.
Manages the daily operations of assigned team of call center patient advocates.
Monitors department’s staffing and scheduling. Ensures appropriate staffing relative to the unit’s volume of work.
Maintains a strong working relationship with all departments to support clinic operations and goals.
Compiles department quality assurance and productivity reports and presents metrics.
Audits calls to ensure proper procedures are followed, and to ensure superior patient care.
Understands and utilizes all management reporting tools to effectively drive performance measurements.
Monitors individual, team and call center results to identify trends to ensure attainment of financial and performance targets.
Analyzes the data and trends, sets goals and objectives, and designs and implements the improvement plans and initiatives.
Performs other position related duties as assigned.
Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.