Contact Center Operations Manager

Who is LYP Health Management?

LYP Health Management aspires to be the most sought-after thought leaders in the health care service industry - a vision that is swiftly materializing. The acronym “LYP”, stands for "Love Your Patient," represents our steadfast commitment to patient care. Operating as a tech enabled BPO service provider, our central emphasis is on delivering Contact Center support, alongside a range of compliant services, to an array of clients, spanning from individual practices to expansive health systems. It is this authentic passion for caregiving that sets us apart as the preferred choice for healthcare establishments striving to fulfill their patients' requirements.

Winning with Culture

When you join LYP, you become part of our family. And being part of this family means we embrace each other’s individuality and work as a team because we know we are better together. Our work is a calling, where we find joy in assisting patients and fulfilling their needs. We get to solve problems creatively, because we are empowered to embrace our unique skills and collective experience. We focus on acceptance in each other and transfer that support and openness to the patient. LYP leads with the heart, and in so doing cares compassionately for all of those around us, whether client, teammate, or patient.

Job Purpose

The Operations Manager is responsible for all business operations related to team and Associate performance, tracking call trends, workflows, and maintaining optimum service levels. The Operations Manager will utilize all available data from key information systems (related to the call center statistics, workflow, quality, and client documentation) to build and maintain teams aligned with our core values and our client’s expectations. The Operations Manager will lead the Supervisors of each contact center team to create a supportive, efficient, and productive work environment with an emphasis on quality. Their focus will be to “coach up” Supervisors and Associates to learn and grow within their position. The Operations Manager will work directly with Human Resources and the Workforce Manager to review and address any staffing trends, attendance issues, and recommendations for staffing needs. The Operations Manager will partner with Client Success to provide seamless communication of requirements, adjustments to the workflow and any other pertinent information from the client to the teams to maximize service levels.

Essential Functions

• Manage, monitor, and support day-to-day activities of contact center Associates alongside Supervisors, focusing on service levels, quality, customer service and efficiency. Provide feedback/coaching to Supervisors and Associates where necessary

• Specific client operational oversight responsibilities as assigned by CEO; accountable for resolving performance issues of associate by client

• Mentor and support Supervisors within their roles with the goal that each employee has a supported and empowered leader at the helm of their team

• Responsible for oversight and development of Supervisors, accountable for Supervisors completing their job duties in their KRA and as assigned

• Train and develop Supervisors in their role utilizing LYP coaching standards, guidelines and documents

• Ensure accountability of each Supervisor; conduct spot checks of Associate time cards and Paycom documentation verifying associate coaching/check-ins/disciplinary actions

• Monitor contact center stats; including but not limited to, hold/queue times, off-the-phone work, after-call-work, handle time, etc. to adhere to organizational metrics and standards

• Collaborate with Workforce to review attendance trends, staffing needs, etc. to ensure proper coverage for optimal service levels. Maintain Source of Truth / Position Control Report in conjunction with Workforce to provide up to date staffing across the division

• Work with Supervisors and Client Success to determine appropriate ranges and performance standards based on the client and their workflow

• Partner with Quality to ensure workflow, guidelines and service are properly followed by each agent. Provide coaching to associates and teams as needed to achieve optimal results and patient/client satisfaction

• Collaborate with WorkForce and Human Resources to determine staffing/hiring needs. Coordinate with Human Resources, WorkForce and Employee Success as new hire classes are onboarded to provide a seamless experience for new Associates

• Partner with Employee Success to continually grow and expand the new hire training program to include more client specific information, and a re-training or refresher program for existing Associates

• Work in partnership with IT (and Development) to ensure technical and phone issues are addressed in a timely manner which allows little to no down time for the Associate

• Responsible for client/account success; ensuring metrics and quality are being met by Associates on assigned accounts

• Responsible for client/account financial success; ensuring effective coaching and leadership for quality and "never events"

Technical Proficiencies

· Multitasking while utilizing various key information systems for monitoring the operations of the Contact Center. This includes by is not limited to:

o Contact Center dashboards

o HRIS

o Scheduling Software

o SharePoint

o Office365

o EHR/EMR for multiple clients

Education and Experience

· 5-7 years’ experience in an Omni Channel Contact Center, with a minimum of 3 years in a supervisory role leading a team

· Bachelor’s Degree or equivalent work experience

HIPAA

· Specific HIPAA/Compliance company policies must always be followed during employment

o There is a duty to report any violation; it is the responsibility of each employee to seek guidance, training and retraining when needed.

· Required completion of annual HIPAA retraining when scheduled

· Mandatory HIPAA/compliance meetings as needed

· Documentation and equipment should remain in its designated location and should not unnecessarily transported as detailed in Usage Agreement

Benefits of working at Love Your Patient

· Be part of a fun, awesome team

· 6 paid holidays

· 401K Retirement with matching contributions

· Excellent medical, vision, and dental insurance

· Life insurance and disability insurance

· Unlimited PTO

Working Conditions

This is a hybrid in-person, professional office environment. You will routinely utilize standard office equipment such as computers, phones and copiers.

Physical/Mental Demands

Use hands to manipulate, handle, feel, and control items or equipment; talk and hear; see and be able to read, write, and interpret written documents; occasionally lift and move objects weighing up to 25 pounds. Must be able to meet these requirements with or without reasonable accommodation.

We are proud to be an equal opportunity employer and will not discriminate against an applicant or employee based on age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, disability, military or veteran status, genetic information, pregnancy or any other characteristic protected under applicable law.

Job Type: Full-time

Pay: $63,816.00 - $70,214.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: Hybrid remote in Cincinnati, OH 45249

Salary : $63,816 - $70,214