Overview

Reporting to the Director of Support Services the Call Center Manager will be responsible for ensuring compliance with departmental standards related to scheduling appointments and relaying patient messages to the Clinic Sites. This position will be responsible for developing analytical tools to trouble shoot problems and monitor performance in real time through the ACD and utilizing metrics and reports for abandonment rate, queue wait times service level and other analytical performance metrics. The goal of this position will be to provide guidance in terms of clinic visits and growth through enhancing schedules, creating efficiency, accurate and appropriate tasking guidance and ensuring timely access for our patients. The manager is responsible to implement technological solutions that will enhance patients’ ability to access our clinics in a timely manner. Manages clinic call center operations. Primary oversight of all appointment scheduling and tasking for dental and integrated medical and behavioral health services. 

Covid-19 Vaccination and Boosters Requirements:

All employees are required to be fully vaccinated for COVID-19, including "health-care" required boosters as a condition of employment, subject to limited exemptions. New employees are required to provide proof of being fully vaccinated for COVID-19 and boosted before the first day of employment. If you completed your primary series, received an original booster and it has been more than 2 months from that booster dose - it is recommended, but not required that you receive the bivalent booster. 

Responsibilities

• Directly supervises call center representatives and call center navigators
• Facilitates and documents performance feedback through side-by-side coaching, performance reviews, goal setting, and improving workflows and processes
• Supports and communicates business goals, quality standards, processes, procedures, and policies. 
• Understands and reports on daily call center operational metrics
• Identifies areas and opportunities for departmental process improvement
• Manages the resolution of interpersonal conflicts in the workplace
• Handles escalated patients or other escalation issues
• Works closely with the operations and clinical leadership teams to share information and contribute to the ongoing improvement of standards
• Accurately complete and submit daily, weekly and monthly performance reports
• Report key performance indicators at staff meetings
• Designs and produces reports on an as needed basis
• Designs and leads trainings for departmental personnel that perform appointment scheduling and call center functions at different sites
• Provides leadership and guidance for the entire Call Center staff, including Leads, Supervisors, Representatives, Navigators, etc.
• Manages the overall performance analysis of call center systems and dashboards
• Monitor the productivity of the team in order to effectively deliver service while maintaining effective fiscal balance cost per call
• Perform other duties as assigned

Qualifications

• Bachelor’s degree in related area and / or equivalent combination of experience 
• 3-5 years of Call Center management experience or related supervisorial experience
• Call queue management experience required
• Training experience desired
• Epic EHR experience desired
• Strong written, verbal, and interpersonal communications skills to simplify complex information, instructions, and guidelines in a clear, concise manner
• Strong analytical and critical thinking skills, with the ability to quickly analyze problems, determine appropriate level of intervention, and develop and apply effective solutions
• Knowledge of relevant call center information technology
• Strong knowledge of business software and specialized applications and data management systems used in clinic/call center operations
• Demonstrated competence in MS Office: Word, Outlook and Excel
• Strong interpersonal skills for effective collaborations with all levels of management and staff, consultants, and outside agencies
• Demonstrated skills in conflict management 
• Demonstrated analytical problem-solving skills
• Call queue management experience required
• Demonstrated managerial skills, including staff deployment, resource utilization, budgeting and financial management, quality improvement, and program planning and implementation. 
• Organizational skills to effectively supervise staff and to manage the complex workflow and multiple priorities involved with clinic/center administration.
• Competent at representing department at Leadership and Departmental meeting.

Physical Requirements 

• Prolonged standing and walking
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

Benefits:

Our benefits program is designed to protect your health, family and way of life. We offer a competitive Benefits Program that includes affordable health insurance and Health Reimbursement Accounts (HRA), Dental and Vision Insurance, Educational and Continuing Education Benefits, Student Loan Repayment and Loan Forgiveness, Retirement Plan, Group Life and AD&D Insurance, Short term and Long Term Disability benefits, Professional Fee Reimbursement, Mileage and Cell Phone Reimbursement, Scrubs Reimbursement, Loupes Reimbursement, Employee Assistance Programs, Paid Holidays, Personal Days of Celebration, Paid time off, and Extended Illness Benefits.

MCC is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

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