Call Center Manager

POSITION SUMMARY:

Under the general direction of the Chief of Operations, Chief Executive Officer and Medical Director, the Call Center Manager oversees patient flows and the daily operations of the Call Center. This position requires knowledge and experience in all facets of call center management, accurate data entry, attention to detail, excellent customer service skills, and excellent social and communication skills. The Call Center Manager will work closely with other management staff to ensure HALO quality of standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Listed below you will find Essential Duties and Responsibilities to successfully perform this job. Reasonable accommodation will be granted, as necessary to perform the essential duties and function of this position.

• Supervising the work of call center staff- seeing that scheduling is done properly
• Hire, evaluate, maintain, supervise and train all staff, including cleaning personnel
• Create best practices and reports to monitor the department’s efficiency and performance on a regular basis
• Collaborate and cooperate with providers, medical staff, department managers, and the administration/executive team.
• Collaborate with auditors and ensure that all practices and facilities are compliant with federal, state and local laws
• Ensure that all areas of the call center are in compliance with federal, state, and HALO Policies and Procedures
• Ensures that all finances are handled correctly, collected and maintained in accordance with Policies and Procedures
• Monitor and regulate employees' use of sick days, vacation days, and unpaid leave.
• Contact vendors and repair personnel when needed
• Ensure all staff are providing services in relations to their job description, skill level and licenses.
• Working in collaboration with the finance and billing department regarding patient collections, patient financing, and any related matters.
• Control the expense and ordering of inventory
• Regularly attend meeting with executive staff
• Ensure the safety of all employees, contactor and vendors in accordance to OSHA regulations
• Track and analyze the cell center performance monthly, quarterly, and annually, to recognize performance trends, uncover problem areas and implement policies and practices to improve the financial health of the department
• Perform other duties as assigned by management

Listed below are representative of the knowledge, skill, and/or ability required for this position.

• EDUCATION & EXPERIENCE
  • Associate or bachelor's degree in business administration, communications or management preferred
  • 3 years of experience in call center
  • 1 year of management/supervisor experience
  • Some experience in health care or health centers
• SKILLS & KNOWLEDGE
  • Strong leadership and managerial skills to effectively supervise and motivate billing team members.
  • Excellent verbal and written communication skills for interacting with clients, insurance providers, and internal stakeholders.
  • Ability to analyze complex billing issues and develop effective solutions.
  • Strong analytical and problem-solving abilities to address issues that arise in a fast-paced environment.
  • Commitment to providing exceptional customer service and ensuring a positive customer experience.
  • Skill in recruiting, training, and managing call center agents to maintain a productive and cohesive team.
  • Ability to monitor and evaluate agent performance, provide feedback, and implement improvement plans.
  • Effective time management skills to prioritize tasks and meet performance targets and deadlines.
  • Proficiency in handling customer complaints and resolving conflicts with professionalism and empathy.
  • Familiarity with call center technologies and software to optimize operations.
  • Understanding of call center processes, including call handling procedures, metrics
  • Knowledge of customer service principles and best practices to enhance customer satisfaction.
  • Familiarity with quality assurance processes and methodologies to monitor and improve service quality.
  • Awareness of regulatory requirements (e.g., GDPR, PCI DSS) and adherence to organizational policies and procedures.
  • Ability to analyze call center performance metrics and use data-driven insights to drive operational improvements.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, use hands to handle or feel. The employee is also required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. The employee must also possess hearing and speech to communicate in person and over the phone. The noise level in the work environment is usually noisy.