Manhattan Specialty Care is seeking an experienced Call Center Manager to oversee our Call Center Representatives and Offsite Patient Care Coordinators. This position will ensure that quality audits are performed according to the Quality Assurance Scoring Guidelines, providing feedback to direct reports, serving as a liaison between the Call Center Operations management staff and the Quality Assurance team, and hiring, training, coaching, counseling, and evaluating the performance of direct reports. This role will liaison with the billing, scheduling optimization and aftercare teams to ensure patient satisfaction from beginning to end of encounters with the practice.

JOB DESCRIPTION

• Manage the day-to-day operations of the Quality Assurance and off site Patient Care Coordinators

• Knowledgeable about practice policies, services to be able to answer all staff and patient questions

• Ensure that quality audits are performed according to the Quality Assurance Scoring Guidelines for Call Center Agents and Patient Care Coordinators

• Provide monthly feedback to all direct reports through coaching sessions utilizing quality scorecards to measure performance.

• Hire, train, coach, counsel, and evaluate the performance of direct reports.

• Conduct daily/weekly huddles with the team providing knowledge refreshers and organizational updates.

• Maintain knowledge of all policies, procedures, and regulations as it relates to the Practice

• Oversee all Quality Assurance special projects, like secret shopper calls

• Support the development of knowledge management tools, including new workflows, and troubleshoot problems.

• Work with the training team to ensure that all CSR training materials are up to date.

• Utilize QA data to analyze, identify trends and skill gaps, and provide recommendations to management for an optimized customer experience.

• Ensure proper staffing, scheduling to avoid missed calls and management of the queue

• Call Center Metrics and Quality Reporting

Job Type:

Full Time

Benefits (For Full-Time Employees):

• Health Insurance

• 401K

• Paid Vacation

Manhattan Specialty Care is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation.

Knowledge, Skills and Abilities

• Bachelor's degree required.

• Minimum 2 years of call center management experience

• Strong knowledge of Quality Assurance principles and practices.

• Experience with call center software and reporting tools.

• Excellent communication and interpersonal skills.

• Ability to manage and motivate a team.

• Ability to work independently and as part of a team.

• Strong analytical and problem-solving skills.