Manager, Clinic Call Center (Outpatient), Full Time, Day Shift

Adventist Health•Ukiah, CA

12d•Onsite

About The Position

Responsible for managing and overseeing the daily operations of the Clinical Call Center to ensure processes are in compliance with Federal State regulations and standards. Serves customers by planning and implementing call center strategies and operations, improving systems and processes, managing staff. Supervises and directs the activities of various levels of assigned personnel using both professional and supervisory discretion and independent judgment.

Requirements

Bachelor’s Degree or equivalent combination of education/related experience: Required
Five year's managed care experience: Preferred
One year's leadership experience: Preferred
Call center experience: Preferred

Nice To Haves

Master’s Degree: Preferred

Responsibilities

Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs and installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees.
Administers scheduling systems.
Communicates job expectations.
Plans, monitors, appraises and reviews job contributions.
Plans and reviews compensation actions.
Enforces policies and procedures.
Meets call center financial objectives by estimating requirements.
Works closely with the Director on preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Performs other job-related duties as assigned.