Call Center Manager

Job Title: Call Center Manager

Reports To: Regional Manager

Summary:

We are seeking a highly motivated and experienced Call Center Manager to oversee the daily operations of our patient communication center. This role is crucial in ensuring exceptional patient experiences, efficient scheduling, and accurate information dissemination regarding medical marijuana certifications and the state registration process. The ideal candidate will possess strong leadership skills, a deep understanding of call center metrics, and a compassionate approach to patient care. Experience in a medical or healthcare setting is highly preferred.

Essential Duties and Responsibilities:

• Team Leadership and Management:

• Supervise, train, and mentor a team of call center representatives.

• Monitor employee performance, ensure HIPAA compliance, provide regular feedback, and conduct performance evaluations.

• Develop and implement call center scripts, protocols, and procedures.

• Assist in creating staff schedules to ensure adequate coverage during operating hours.

• Foster a positive and supportive team environment.

• Call Center Operations:

• Monitor call volume, wait times, and other key performance indicators (KPIs) to ensure optimal efficiency.

• Implement strategies to improve call handling times, patient satisfaction, and first call resolution rates.

• Maintain accurate records of patient interactions and call center metrics.

• Troubleshoot technical issues related to phone systems and other communication platforms.

• Manage and maintain the call center's EMR (Eletronic Medical Record) system.

• Patient Communication and Service:

• Ensure all patient inquiries are handled promptly, professionally, and with empathy.

• Provide accurate information regarding medical marijuana certifications, qualifying conditions, and office procedures.

• Address patient concerns and resolve complaints effectively.

• Maintain patient confidentiality in accordance with HIPAA regulations.

• Compliance and Regulations:

• Stay up-to-date on all relevant state and local regulations pertaining to medical marijuana.

• Ensure all call center operations comply with HIPAA and other applicable laws.

• Reporting and Analysis:

• Generate regular reports on call center performance, including call volume, wait times, and patient satisfaction.

• Analyze data to identify trends and areas for improvement.

• Present findings and recommendations to management.

Qualifications:

• High school diploma or equivalent; Bachelor's degree preferred.

• Minimum of 3 years of experience in call center management, preferably in a medical or healthcare setting.

• Proven ability to lead and motivate a team.

• Excellent communication, interpersonal, and problem-solving skills.

• Strong understanding of call center metrics and best practices.

• Proficiency in EMR software and phone systems.

• Knowledge of HIPAA regulations and patient confidentiality.

• Experience with medical marijuana or related industries is a plus.

• Compassionate and patient-focused approach.

Physical Demands:

• Prolonged periods of sitting and working on a computer.

Benefits:

• Health Insurance

• Paid Time-Off