Manager, Contact Center

The Contact Center Supervisor oversees the daily productivity and performance of the contact center team, ensuring that operations run smoothly and efficiently. This role is responsible for managing team member schedules, contract center operations, and achieving performance goals. The manager also works with senior management in the recruitment, onboarding, and training of new employees, as well as in the continuous improvement of processes and procedures. Strong people management and interpersonal skills are essential, as the manager must foster an equitable and supportive environment for all team members.

• Ensures business and patient confidentiality, adhering to HIPAA guidelines.
• Manages and optimizes team member schedules to meet business needs.
• Participates in resolving team member performance challenges, including performance evaluations, coaching, and disciplinary discussions in collaboration with the department director and/or HR as per company policy. Ensures equitable treatment of all employees.
• Assists in establishing individual and team goals, ensuring alignment with overall contact center objectives.
• Tracks key performance indicators (KPIs) for the department and individual team members, ensuring standards are met. Implements strategies to improve performance where needed.
• Fosters an inclusive and collaborative environment, encouraging open communication and teamwork among staff.
• Participates in the interview, onboarding, and training processes for new employees, ensuring a smooth transition into the team.
• Provides guidance and feedback to staff, answering questions and resolving issues as they arise. Anticipates escalations and takes over calls when necessary.
• Continuously seeks ways to improve procedures, enhance efficiency, and keep staff motivated.
• Ensures compliance with attendance policies, established procedures, and overall company standards.
• Answers incoming calls, which may include screening calls, canceling or scheduling appointments, taking messages, creating patient cases, and providing information to patients, physicians, providers, hospitals, and staff.
• Handles all escalated calls and patient cases.
• Prepares, monitors, and analyzes monthly reports tracking call center data, including call volumes, call types, call duration, and resolution times.
• Regularly meets with the department director to discuss contact center performance and opportunities for improvement.
• Performs all other duties as assigned to support contact center operations.

Education: High School Diploma Required

Experience:

• 3 years of call center patient scheduling experience.
• 2 years of supervisory or managerial experience.
• Experience with Athena EMR preferred.

Skills: Proven ability to manage and lead a team equitably and effectively.

• Proficient in computer applications, including EMR systems and MS Office (Excel, Word, Outlook).
• Excellent interpersonal, problem-solving, and leadership skills.
• Strong attention to detail and organizational abilities.

Environmental and Working Conditions:

This is an in-office position working closely with internal and external partners.

Physical and Mental Effort:

Prolonged standing and walking are required. Requires working under some stressful conditions to meet deadlines and assist in identifying departmental needs.