Healthcare Operations Call Center Manager
Position Summary: The Healthcare Operations Call Center Manager plays a pivotal role in overseeing the day-to-day operations of the call center within this Multi-Specialty healthcare organization. This role is responsible for ensuring efficient and effective communication between patients, healthcare providers, and other affiliates. The manager must possess strong leadership skills, exceptional communication abilities, and a deep understanding of healthcare operations.
Key Responsibilities:
Team Leadership:
- Lead, mentor, and motivate a team of call center representatives, ensuring high levels of performance and productivity.
- Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for professional development.
- Foster a positive and collaborative work environment that promotes teamwork and employee engagement.
Call Center Operations Management:
- Develop and implement strategies to optimize call center processes and workflows, including call routing, scheduling, and resource allocation.
- Monitor call volumes, response times, and service levels to ensure targets are met or exceeded.
- Identify and address operational issues or bottlenecks to improve efficiency and customer satisfaction.
Quality Assurance:
- Establish and enforce quality assurance protocols to ensure consistent delivery of high-quality service.
- Conduct regular quality audits of calls, emails, and other interactions to evaluate performance and identify areas for improvement.
- Implement training programs and provide coaching to address performance gaps and enhance customer service skills.
Customer Experience Enhancement:
- Continuously assess customer needs and preferences to enhance the overall customer experience.
- Implement strategies to improve first-call resolution rates and reduce customer wait times.
- Solicit and analyze customer feedback to identify trends and opportunities for service improvement.
- Serve as a liaison between the call center and other departments to facilitate effective communication and coordination of services.
Compliance and Regulatory Adherence:
- Ensure compliance with relevant healthcare regulations, including HIPAA, and adherence to organizational policies and procedures.
- Stay informed about industry trends, regulatory changes, and best practices in call center management within the healthcare sector.
Qualifications:
- Bachelor's degree in healthcare administration, business management, or a related field. A Master's degree is preferred but not required.
- Previous experience in a leadership role within a healthcare call center or customer service environment.
- Strong understanding of healthcare operations, medical terminology, and patient care processes.
- Excellent communication skills, both verbal and written, with the ability to interact effectively with diverse stakeholders.
- Proven leadership abilities, including the ability to inspire and motivate teams to achieve goals.
- Proficiency in call center technology and software, such as call routing systems, CRM platforms, and workforce management tools.
- Demonstrated ability to analyze data, identify trends, and make data-driven decisions to improve performance.
- Knowledge of regulatory requirements, such as HIPAA, and experience ensuring compliance within a healthcare setting.
The Healthcare Operations Call Center Manager plays a crucial role in ensuring the efficient and effective delivery of healthcare services through the call center. This position requires a combination of leadership, operational expertise, and a deep understanding of healthcare processes to drive continuous improvement and enhance the overall patient experience.
Job Type: Full-time
Pay: $62,500.00 - $70,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Life insurance
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Healthcare: 1 year (Required)
- call center: 5 years (Required)
Ability to Commute:
- Clifton, NJ 07012 (Required)
Ability to Relocate:
- Clifton, NJ 07012: Relocate before starting work (Required)
Work Location: In person