Call Center Manager

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.

The Call Center Manager drives continuous improvement of the patient contact and/or scheduling function within the larger initial patient contact function at Cleveland Clinic. This role works closely with Hospital, Family Health Centers, Administration and Physicians to identify new and emerging approaches to enhancing access and information to and for patients

A caregiver in this position works 8:00am—6:00pm. This position is a Hybrid role and requires qualified applicants to work one day on site in Beachwood, OH.

A Caregiver Who Excels In This Role Will

• Attract, build, and retain a high-performing department and team; identifies talent strengths and gaps.
• Develop a high performing, customer-oriented team focused on delivering superior customer service with the highest level of responsiveness and customer satisfaction.
• Develop annual departmental strategic and operational plans.
• Establish priorities and assign resources accordingly.
• Manage relationships and foster open lines of communication with CC Clinical Institutes and administrative divisions and other key partners.
• Prepare annual budgets, manages staffing requirements within the theme of a cost-effective operating environment
• Maximize operational and financial performance of assigned groups/processes
• Organize functions of department through appropriate assignment of responsibilities, delegation of authority and overall direction of workflow processes.
• Assess operational performance metrics to ensure that optimal patient centered production efficiencies are reached
• Monitor and evaluate activities of assigned teams and provides on-the-job training and retraining, as necessary, to ensure operational efficiency and adherence to policies and procedures and ensure caregiver engagement.
  
  

Minimum Qualifications For The Ideal Future Caregiver Include

• Bachelor's degree
• Five years of management and leadership experience in customer relations, sales administration, or service environment
• OR 7 additional years of progressive experience may substitute degree requirement.
• Prior customer support experience in transforming organizations to deliver superior internal and external service
• Experience ensuring high rates of customer satisfaction and retention
• Experience in report generation, data collection systems and analysis techniques
• Strong technical background with experience using technology to improve efficiency
• Can develop, deliver, and sustain successful customer service programs and consistently meet and/or exceed goals
  
  

Our caregivers continue to create the best outcomes for our patients across each of our facilities. Click the link and see how we’re dedicated to providing what matters most to you: https://jobs.clevelandclinic.org/benefits-2/

Personal Protective Equipment

• Follows Standard Precautions using personal protective equipment as required.
  
  

Pay Range

Minimum hourly: $33.46

Maximum hourly: $51.03

The pay range displayed on this job posting reflects the anticipated range for new hires. While the pay range is displayed as an hourly rate, Cleveland Clinic recruiters will clarify whether the compensation is hourly or salary. A successful candidate’s actual compensation will be determined after taking factors into consideration such as the candidate’s work history, experience, skill set, and education. This is not inclusive of the value of Cleveland Clinic’s benefits package, which includes among other benefits, healthcare/dental/vision and retirement.