Description

Join Elica’s mission and become a part of a team where every day is an opportunity to make a positive impact in your community!

At Elica Health Centers, we share a common goal: provide the best possible patient care to our growing community! Our passion extends throughout Elica, from the exceptional healthcare services we provide to our underserved patients at our Community Health Clinics and state-of-the-art mobile medicine program, Health on Wheels, to our Resource Center where we empower patients and members of the community to connect with resources to help them build healthy and full lives.

WHAT YOU'LL DO:

The Call Center Manager is responsible for coordinating the functions of the Call Center within the Patient Service Center. This person must promote effective communication and performance of duties to support the clinical services and administrative duties of the department and clinics and ensure excellent customer service by way of complete and accurate patient documentation, ongoing employee training and allocation of resources.

BENEFITS:

Elica is proud to offer an exciting benefits package to qualifying full-time employees which can support your health, your family, and help you plan for the future.

• Healthcare: Medical (Kaiser or Western Health Advantage), Dental, Vision
• Company funded Health Reimbursement Arrangement (HRA) to help pay for out-of-pocket costs related to medical coverage
• FSA Plans: 2 options for Flexible Spending Accounts - Health Care FSA and Dependent Care FSA
• 403B retirement savings account with up to 4% employer matching contribution and 100% immediate vesting.
• Company paid basic Life and AD&D Insurance. (supplemental life and AD&D options available)
• Paid time off and paid holidays.
• Employee Assistance Plan with five (5) free counseling visits, financial services, legal services, and a plethora of online resources.
• Tuition Reimbursement program and CME/CEU program.

Learn more about Elica’s services and mission at our website or check us out on Facebook.

Requirements

WHAT ARE WE LOOKING FOR?

The successful candidate will be willing and able to: 

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Carrying out needs assessments, performance reviews and setting goals for department
• Managing the daily running of the call center, effective resources planning and implementing call center strategies and operations
• Ensuring all relevant communications, records and data are updated and recorded
• Liaising with team leads, and agents to gather information and resolve issues
• Monitoring calls to improve quality, minimize errors and track agent's performance 
• Handling the most complex patient complaints or inquiries
• Coordinate with clinical management team to maintain full schedules for medical staff
• Analyze call center data and prepare reports for management
• Develop monthly, quarterly and annual call center goals and action plans
• Collaboration with Help Desk to support call center system needs
• Ability to work with cross functional team to create rollout plans for updates and training needs
• Perform quality assurance evaluations, providing coaching and/or taking corrective action as needed
• Ability to develop training material, maintaining information data, expanding communication tools, and preparing training for new and existing staff

The successful candidate has:

• Associate’s or Bachelor’s Degree preferred.
• 5-8 years of work experience managing a call center(s) and/or a medical office(s).
• Experience working with diverse communities.
• Knowledge of an Electronic Health Records software, Epic preferred.
• Knowledge of customer service principles and practices.
• Knowledge of general administrative and clerical procedures.
• Strong understanding of clinical settings and workflows.
• Experience with managing a team of diverse call center representatives

Additional Requirements:

• Must have a current and valid California driver’s license and the ability to provide proof of personal auto insurance on the vehicle driven during working hours.
• If selected for an employment opportunity with Elica Health Centers, external hires must provide proof of immunizations (Hepatitis B, MMR, Varicella & Tetanus), tuberculosis clearance, and proof of COVID-19 vaccination status* prior to their scheduled start date. Please be advised that this position is subject to criminal background investigation and drug screen.

Physical Requirements and Work Environment 

 The work environment is characteristic of normal office conditions. 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 lift. The employee is occasionally 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 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 quiet.

The employee may be required to run agency related errands and attend off-site meetings; the employee must be able to operate, maneuver and/or control a motor vehicle. In performing the driving responsibilities, the driver may sit for long periods. This requires intense concentration, particularly in poor driving conditions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*Elica Health Centers is a healthcare facility that adheres to the mandates issued by the California Department of Public Health including the recent orders regarding the COVID-19 vaccine. Medical and religious exemptions will be considered.