Description

Job Summary:

Under the supervision of the Associate Chief Operating Officer, this position is responsible for overseeing the daily operations of the call center, supervises all employees of the call center department, sets performance goals, and ensures all customer inquiries and issues are resolved in a timely manner. The Call Center Manager spends time on the floor with call center coordinators and is always available to agents for assistance.

Supervisory Responsibilities:

• Hiring, training, and supervision of Call Center Representatives.
• Developing and implementing call center protocols, policies, and procedures
• Setting and monitoring key performance metrics and goals for the call center team
• Handling escalated customer complaints and issues
• Conducing regular performance evaluations and providing feedback and coaching to the call center team member
• Actively participates in manager meetings and committees as assigned. 
• Establish and maintain open lines of communication with Call Center Representatives, peers, trainers, managers, and other departments to streamline best practices and facilitate problem solving. 
• Resolve patient complaints and answer questions from customers regarding services, consulting with the Risk Management and/or Patient Relations Department when necessary. 
• Monitor productivity of call center staff and generate daily, weekly, and monthly reports. 
• Facilitate monthly staff meetings, 1:1 check ins with the call center team, provide communication and follow up to ensure Call Center Representatives are fully informed of all new organizational updates, policies, procedures, and workflows. 
• Establish check-in meetings with Clinic Managers & Regional Operations Directors to review abandoned call rates, hold time, feedback, and discuss areas of improvement as needed.

Essential Duties and Responsibilities:

• Monitoring the call center performance to ensure excellent customer service, efficiency, and quality service.
• Analyzing call center dashboards-data and trends to identify areas for improvement.
• Collaborating with other departments to address customer service issues and improve overall customer experience.
• Ensure compliance with all relevant regulations and guidelines.
• Monitors abandoned call rate and wait time for all clinics, develops action plan when needed makenecessary changes in staffing based on call center call volume and coverage needs.
• Monitors and responds to department voicemails, patient portal messages, and afterhours messages.
• Maintains patient confidentiality as required by HIPAA.
• Monitors the HUD Dashboard daily. 
• Runs, reviews, and demonstrates understanding of insurance eligibility.
• Support all organizational quality initiatives such as HEDIS measures to improve the quality of care for the populations served by the organization. 
• Communicate with other departments and clinics to solve scheduling errors, share new workflows, and resolve issues. 
• Monitors and responds to website inquiries requesting new patient information.
• Plan, prepare, and publish work schedules for all call center staff, utilized dashboard data to identified preferred language for each clinic region.
• Maintain call center representativestimecards and attendance records. 
• Meet with Operations Leadership team to report status for each region.
• Other duties as assigned. 

Qualifications

Qualifications:

Minimum Qualifications (Education and Experience):

• Requires 3 to 5 years in supervisory or managerial position.
• Experience in customer service management.
• Technical Knowledge
• Ability to work effectively in collaborations with diverse groups of people.
• Integrity, positive attitude, mission driven, and self-directed with demonstrated passion for DAP Health’s mission and commitment to working collaboratively.
• Basic business intuition, and common sense 
• Strong work ethic 

Knowledge, Skills, and Abilities:

• Ability to maintain recognized medical industry standards of high quality, client-centered services that are HIPAA compliant.
• Proficiency in MS Office applications.
• Computer expertise in database input.
• Excellent and effective communication skills, both written and oral.
• Excellent customer service skills.
• Experience working with LGBTQ and homeless community, preferred.
• Bilingual in Spanish, Arabic preferred.

Additional Requirements: (Licenses/Certifications)

• Bachelor’s degree in management preferred.