Central Access Manager

AllHealth Network is on the lookout for an exceptional Call Center Manager to join our passionate Access to Care team. As a critical leader, you will not only supervise and coordinate activities but also drive program development and enhance internal procedures. Your expertise will ensure compliance and effective data management for our Central Access Team, ultimately making a meaningful difference in the lives of those we serve. Join us in transforming behavioral health services and be part of a team that is dedicated to excellence and compassion in care.

Job Purpose: Supervises & coordinates activities, program development, internal procedures and pilots, compliance and data management of the Central Access Team.

Reporting Relationships: 
Title of position to whom this job reports:
- Director of Client Access

These positions report to this job:
- Access to Care Specialists

Duties and Responsibilities: List the duties and responsibilities of the position as simply, yet completely, as possible.
• Supervise and direct the daily activities of Access to Care Specialists, while maintaining a structure that is responsive and available to all callers
• Standardize and develop written workflows and flowcharts to ensure Access to Care Specialists provide prompt, accurate and courteous service and communicate appropriately within the scope of their roles
• Prepare and direct schedules to maintain adequate coverage of phone lines based on data analysis of reports available (peak call volume times, trends, abandonment rate, etc.)
• Act as a resource in answering questions from staff throughout the Network, compiling and analyzing reports, assigning tasks, following up and giving instruction as needed
• Ensure team members acquire the appropriate support, training and competency to do the job
• Participate in hiring of staff; administer training programs for new hires and existing staff
• Review and respond to important internal data so as to keep or improve client experience such as (but not limited to) call volume, queue time, refusals, and transfers.
• Assist in developing and maintaining a Quality Assurance feedback and scoring tool to be completed on all staff at preset frequency.
• Attend and effectively participate in assigned monthly and quarterly meetings with other leaders within the agency.
• Follow all AllHealth Network policies and procedures
• Complete all required trainings as listed in Relias Learning (both online training and face-to-face training) within required timelines
• Perform other duties as required within the scope of the position and the experience, education and ability of the employee.
• Provide positive, supportive work environment for team
• Provide coaching and training to team members, ensuring clear communication of all processes.

Key Technical Skills and Knowledge: List the important technical and professional skills and knowledge required to do the job well (education, experience, skills). This list may be an important source of information for the selection process and the professional development process.
A. Education: BA/BS, human services field preferred, or applicable experience.
B. Experience: Minimum five years of call center and supervisory experience.
C. Skills:

D. Other: Knowledge of healthcare environment, call center accountable care metrics and proven success in delivering customer-driven call center. Ability to motivate and support people. Calmness under pressure. Superior customer service and organizational skills with attention to detail and ability to manage multiple tasks simultaneously. Typing at 50 wpm.
Familiarity with an Automatic Call Distributor (ACD) internet based telephone system, standard office equipment, electronic health record, Microsoft Office Suite, and other IT software tools utilized by AllHealth Network.

Salary $80,000 - $85,000 annually 

The base salary range represents the low and high end of the AllHealth Network salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, merit, and the ability to embody the AllHealth Network mission and values.  The range listed is just one component of AllHealth Networks’ total compensation package for employees. Other rewards may include short-term and long-term incentives as well as a generous benefits package detailed below.

Benefits & Perks:

First, you would be joining one of Denver’s Top Places to Work! We are honored to receive this amazing award, and we know it is recognition from our engaged staff who believe they are taken care of, listened to, and believe they are part of something bigger.

Our facility is approved by the Colorado Health Service Corps (CHSC), and we offer our employees the opportunity to participate in our Loan Repayment Program. Additionally, we provide a comprehensive compensation and benefits package which includes:

• Positive, collaborative team culture
• Competitive compensation structure
• Medical Insurance, Dental Insurance, Basic Life and AD&D Insurance, Short- and Long-Term Disability Insurance, Flexible Spending Accounts
• Retirement Savings 401k, company match up to 50% of the first 6% contributed
• Relocation Assistance/Sign-On Bonus
• Excellent Paid Time Off & Paid Holidays Off
• Additional Benefits

Please apply and you will be joining the amazing mission to be the most impactful growth and recovery provider with communities that need us most.

Salary : $80,000 - $85,000