Manager of Call Center

UHS•Riverside, CA

About The Position

Under the direction of the Director of Patient Engagement, this role is responsible for the active on-going coordination of patient services throughout the medical group. The Manager interprets and supports the philosophies and policies of the Patient/ Clinical Department to all personnel. The RMC Family has been in the community since 1935, with a mission to provide comprehensive multi-specialty medical services in the greater Riverside region. We believe that quality healthcare is our passion, and improving lives is our reward. We are working to change lives and transform the delivery of healthcare, making Riverside Medical Clinic the best place to work, practice medicine, and receive care.

Requirements

Bachelor's degree (B.A/B.S) from four-year College or university required. An associate's degree plus four years of experience in lieu to a bachelor's degree accepted.
Minimum of five (5) years medical group office experience including insurance billing and coding, HMO experience preferred.
Five (5) years previous supervisory experience required.
Five (5) years Call Center management - 50+ seat operation.
Current California Driver’s License and BLS certification required.

Responsibilities

Develops and implements policies, protocols, and procedures. Drives standardization and maximizes efficiencies across Call Center. Manages the success of the operation meeting all service level indices, Productivity, Cost Containment and Quality metrics.
Supervises, disciplines, and evaluates the performance of direct and indirect reports. Make recommendations regarding employment, performance evaluation, employee development, salary changes, promotions, transfers and termination. Assesses, coordinates and evaluates the orientation and continuing education needs of employees.
Assesses needs and coordinates the allocation of employees and resources.
Continuously evaluate and improve the systems, procedures, and methods used in accomplishing departmental workflow. Assist with Patient Care Service activities when necessary. Prepare reports. Establish work procedures, prepare work schedules, and expedite workflow.
Assists in the configuration of, and monitors inbound and outbound channels to mitigate downtime and ensure the operational integrity of systems and applications. Interfaces with other departments, such as IT/IS, telecommunications, internal advertising agency, field/clinical operations, and outside vendors to configure and maintain systems & processes essential to consumer and patient access.
Direct and assist staff in conflict resolution and act as an information resource. Maintain employee attendance records. Uphold RMC Attendance policies providing coaching and disciplinary actions as needed. Verify employee time sheets and submit time sheets to payroll. Assist and prepare annual employee performance evaluations. Supervise staff in areas of employee relations, recruitment, hire, coach and termination. Conducts staff meetings; employee safety training is completed every quarter and assures all employees receive proper training.