Contact Center Manager
Centerstone•Nashville, TN
•$55,900 - $78,330•Onsite
About The Position
The Contact Center Manager is an integral component of the Centerstone Contact Center team, responsible for ensuring an easily accessible, efficient, single point of access for all inquiries about Centerstone Services. The goal is to provide an excellent customer experience, including screening, appropriate referral, scheduling, and support, while striving for single call resolution. This role requires excellence in leadership, reporting, and contact center management, with a working knowledge of behavioral health basics, handling escalated calls and staff situations, and management practices based on KPIs.
Requirements
- Effectively communicate via written, verbal, and virtual methods.
- Knowledge of basic contact center technology.
- Excellent customer services skills.
- Familiarity with federal HIPAA and CMS regulations required.
- Knowledge of insurance benefits structures.
- Strong working knowledge of behavioral healthcare terminology and healthcare landscape.
- Prior experience using an EMR, CRM, and/or scheduling software.
- Advanced reporting and analytics skills.
- Experience with various IT systems and familiarity with desktop applications, especially MS Windows Applications (Excel, PowerPoint, Word, etc).
- Excellent attention to detail, and ability to meet deadlines.
- Ability to foster an environment of team-driven success through individual contribution and accountability.
- A minimum of four years of related experience in a healthcare customer service call center, patient engagement, or patient care management experience.
- A minimum of two years of experience leading and building effective teams.
Nice To Haves
- Bachelor’s Degree in human services, psychology, social services, education or related field preferred.
Responsibilities
- Manage the day-to-day operations of the Contact Center Team.
- Monitor Contact Center Call Dashboard to ensure adequate staffing is available to incoming inquiries dependent on call volumes.
- Handle escalated customer interactions and provide timely solutions and recommendations to the Contact Center Staff as needed.
- Utilize Contact Center Lead as needed for direct management of Contact Center Specialists.
- Provide mentoring, coaching and development to team members via one-on-one meetings, team meetings, and call monitoring audits for increased efficiency and effectiveness.
- Responsible for Contact Center performance management; ensure workforce has the skills and tools needed to provide optimal service through training.
- Partner with technology staff and senior management to resolve software and hardware issues.
- Disseminate updated troubleshooting and workflow documentation to staff.
- Reports and monitors all incidents of HIPAA violations and system issues within established guidelines.
- Fill open positions as needed and manage staff onboarding.
- Responsible for Contact Center workforce management; monitor monthly work schedules for adequate staffing levels with consideration of vacation, time of requests, and call volume statistics.
- Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives.
- Responsible for contact center team training including but not limited to: new hire training, continuous education, delivering new product training.
Benefits
- Medical, dental, and vision health coverage
- Flexible Spending and Health Savings Accounts
- 403b retirement plan with company match
- Paid time off and ten paid holidays
- AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
- Employee Resource Groups
- Continuing education opportunities
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
