What are the responsibilities and job description for the Call Center Manager position at Pacesetter Health?
Job Title: Call Center Manager
General Summary of Duties: Oversees daily operations of the Call Center. Works with upper management to uphold established policies and procedures, implement standards and meet established measures of success in the department. Meeting the goals of the department may occasionally require more than forty hours per week, weekend and evening work and Managers will be expected to give the hours necessary to complete the objectives.
Managers are leaders in their departments and are expected to set an example for those in their charge. Leading others with respect, empathy and professionalism is required at all times. Managers must work alongside other managers in a collaborative and productive manner to meet company goals.
Supervisor: Regional Director
Supervisory Responsibilities: Supervises Call Center Staff
Major Responsibilities/Tasks:
Experience: Minimum of 2 years' experience in healthcare, with one year of supervisory experience required.
Performance Requirements:
Knowledge:
General Summary of Duties: Oversees daily operations of the Call Center. Works with upper management to uphold established policies and procedures, implement standards and meet established measures of success in the department. Meeting the goals of the department may occasionally require more than forty hours per week, weekend and evening work and Managers will be expected to give the hours necessary to complete the objectives.
Managers are leaders in their departments and are expected to set an example for those in their charge. Leading others with respect, empathy and professionalism is required at all times. Managers must work alongside other managers in a collaborative and productive manner to meet company goals.
Supervisor: Regional Director
Supervisory Responsibilities: Supervises Call Center Staff
Major Responsibilities/Tasks:
- Understands and enforces company policies and procedures
- Ensures staff coverage in department by approving or denying time off requests of staff members
- Reviews, corrects, and approves time sheets of staff members
- Delegates tasks to team members as necessary to meet department productivity goals
- Monitors established productivity standards and collaborates with upper management to meet and improve upon those standards.
- Participates in the hiring process under the direction of the Regional Vice President
- Completes performance evaluations of staff members in a timely manner and submits them to RVP for approval.
- Logs and follows up on support tickets for technical issues of staff members or providers in his/her department.
- Reviews and approves mileage reimbursement forms and expense reimbursement requests.
- Ensures supplies are ordered in a timely manner to facilitate efficient operations of department while simultaneously controlling costs and minimizing waste.
- Delegates tasks to others as needed to fulfill goals and work deadlines.
- Participates in compliance efforts as directed by upper management.
- Delivers paperwork from clinics to admin office weekly and takes cash deposits to the bank on a weekly basis and at month-end as needed.
- Works with providers to ensure month-end processes are completed.
- May initiate performance feedback, corrective action upon approval by Regional Vice President. Documents performance issues into HR system in a timely and professional manner.
- Other duties and projects as assigned.
Experience: Minimum of 2 years' experience in healthcare, with one year of supervisory experience required.
Performance Requirements:
Knowledge:
Salary : $42,000 - $49,000
