What are the responsibilities and job description for the Call Center Manager position at Harbor Health Services, Inc.?
Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. Harbor Health also operates two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton, providing comprehensive healthcare, transportation and social services for more than 580 frail elders who continue to live with dignity and independence in the community and a Woman, Infants and Children (WIC) Nutrition Program. We are currently seeking a talented Call Center Manager to lead our Call Center team located at the Geiger Gibson Community Health Center.
Harbor Health offers an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more!
Role:
The Call Center Manager is responsible for overseeing Harbor Health’s Call Center, Harbor wide, ensuring efficient and effective day to day operations of the call center. Duties include participating in the planning, directing, coordinating and/or supervising of all call center functions; daily responsibility for the scheduling and realignment of staff, ensuring all related processes such as transferring calls are working effectively, assisting in the implementation and monitoring of the new initiatives; monitoring daily call volumes, hiring, direct supervision and management of call center staff; and providing orientation, training and on-going education for all call center staff.
Responsibilities:
- Ensures efficient and effective day to day operations of the call center.
- Daily responsibility for the scheduling and realignment of staff to ensure effective coverage for call answering and appointment making functions.
- Monitors daily call volumes, running daily and weekly performance reports.
- Ensures all related processes are such as transferring calls are working effectively; trouble-shooting and problem-solving issues.
- Responsible for the hiring, direct supervision and management of call center staff and providing orientation, training and on-going education for all staff.
- Develops, implements and maintains a scheduling system which ensures appropriate coverage including but not limited to hours of operations, language capacity and call flow
- Continuously researches and develops expertise on call center best practices, emerging trends and promote recommendations for advancement.
- Works cooperatively and in conjunction with Harbor’s IT, Clinical IT and Patient Billing Director to ensure smooth integration of data and process improvement for the call center.
- Creates, implements and maintains a training and metrics program that encourages and enhances agent’s core competencies and performance standards.
- Monitors call center quality improvement by ensuring that the agents are handling all telephone requests appropriately and in a timely fashion.
- Collaborates with appropriate departmental staff and consultants to coordinate licensing and facilities compliance with all the rules of accrediting regulatory agencies governing health care delivery.
Requirements:
- Bachelor’s degree in related field or four years of Call Center experience may be substituted for a Bachelor’s Degree
- 1 year of experience in the management of a Call Center
- 1 year of experience directly supervising staff
- Proven knowledge of patient scheduling systems, development and delivery of training and telephone systems
- Familiarity with health insurance, health care regulations, and Joint Commission is a plus
- Intermediate skills in Microsoft Office 365 including Excel, Word and Outlook and Teams
- Excellent customer service skills
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
