Care For the Homeless (CFH) is a rapidly growing, entrepreneurial not-for-profit Federally Qualified Health Center and social service agency that serves the homeless and unstably housed people in New York City. CFH provides medical, behavioral, and oral health services through an ambulatory care network of Article 28-licensed health centers, some of which are stand-alone and some of which are co-located at shelters, soup kitchens, and drop-in centers throughout NYC’s five boroughs. CFH also currently operates transitional residences for homeless persons and a safe haven that serves street homeless clients. CFH has additional residential programs in the development pipeline. Through its Policy and Advocacy Division, CFH maintains a leadership position in the public dialog about homelessness and advocates for policies to end homelessness.

ESSENTIAL DUTIES AND RESPONSIBILITIES OF A CALL CENTER MANAGER

• Developing objectives for the call center’s day-to-day activities:
• Conducting effective resource planning to maximize patient’s access to care.
• Reporting, collecting, and analyzing call-center statistics.
• Coordinating scheduling efforts with the health center
• Must also have excellent customer service, problem-solving and communication skills.

Essential Functions:

• Develop objectives for the call center’s day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics, wait times, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling and other procedures.
• Performs all necessary supervisory functions to effectively and efficiently manage the personnel assigned.
• Is visible and manages the call center/ front desk activities to ensure proper scheduling and uninterrupted patient flow, including performing the actual duties wherever volume deems it necessary with the Center.
• Ensure providers, nurses, and other staff are appropriately scheduled by reviewing assignments at least two weeks prior to the assigned date.
• In collaboration with clinical staff, call center staff, and others, ensure that provider schedules are appropriately templated, filled, and rescheduled/cancellation appointments are maintained.
• Conducts and/or coordinates the departmental orientation of new team members.
• Ensures proper training of insurance and registration information is current.
• Acts as liaison to the Healthcare team on all issues of relevant personnel activities relating to the appropriate Center staff.
• Keeps Health Service leadership apprised of all problems or unusual matters of significance and takes prompt corrective action, where necessary, or suggests alternative courses of action that may be taken.
• Facilitates related services for health center patients as appropriate with respect to their confidentiality and privacy.
• Ensures that patients, family members, host sites, or other patients are treated with concern and empathy; respecting their confidentiality and privacy and communicating with them in a courteous and respectful manner.
• Addresses and responds to common inquiries or complaints from patients, co-workers, regulatory agencies and members of the community
• Ensures completion of work within an appropriate timeframe in order to prevent backlog.
• Ensures efficient patient flow, by assessing the availability of appropriate team members and notifies the Health Service Administrator as needed.
• Reviews ongoing performance results to targets and with authorization takes corrective measures to ensure seamless patient care.
• Maintains a favorable working relationship with other employees to foster and promote a cooperative and harmonious working climate that will be conducive to maximum employee morale, productivity, and efficiency.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management.
• Works with the Administrator to ensure appropriate managerial coverage of the center including evenings, weekends, and holidays.

Required Education & Experience:

Bachelor’s degree (B.A.) in a related field

• Five years related experience, or, a satisfactory equivalent combination of education, training, and experience. Proven experience as a call center manager or similar position
• Excellent organizational and leadership skills with a problem-solving ability
• eClinicalWorks (ecW) knowledge required
• Proficient in MS Office and call center equipment/software programs
• The ability and desire to lead and supervise call center staff including managing performance and creating a climate for staff to motivate themselves to superior performance.
• Ability to communicate easily and display a cordial manner towards individuals from diverse socioeconomic, cultural and religious backgrounds.
• Bilingual skills are a plus

Preferred Experience:

• Prior experience in a multi-site Federally Qualified Health Center (FQHC) or other healthcare environment.
• Experience with practice management workflow.
• Experience with the PanTerra phone system.