Job Description

Call Center Manager

The Call Center Manager will oversee all day-to-day operations of the call center and clinical support team. This position will serve patients by planning and implementing contact center strategies and operations; improving systems and processes; managing staff. The contact center manager will report directly to the Director of Telehealth and Customer Care Services and is responsible for driving the overall engagement of staff and assuring patients have the best experience when accessing care at NVHC facilities. The contact center manager is the pivot of service in the organization and works closely with practice managers, providers, patients and leadership to ensure service excellence is maintained and enhanced.

Essential Duties and Responsibilities:

• Provides exceptional customer service to both internal and external customers
• Creates a positive work environment and handles grievances as necessary
• Supports contact center team members to provide excellent service.
• Interviews and hires 'A' talent employees in accordance with organizational procedures.
• Administers employee disciplinary actions as necessary after consulting with Human Resources
• Evaluates, manages and coordinates to ensure staffing is: appropriate, meets budget requirements, supports efficient flow and excellent service.
• Organizes and conducts staff meetings, huddles and rounding
• Accomplishes contact center human resource objectives by 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.
• Develops contact center systems by developing customer interaction and voice response systems, voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Maintains accurate workflows for clinical support questions based on provider input and NVHC best practices to meet the patient need with a goal of first call resolution.
• Meets contact center financial objectives by estimating requirements; analyzing variances; initiating corrective actions.
• Evaluates, monitors, manages, develops and submits the department's annual budget
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Represent NVHC to articulate mission and services provided.

Required Qualifications:

• High school diploma or general education degree (GED)
• 6 years' experience in a contact center environment
• English/Spanish fluency
• Strong communication skills including written and verbal communication

Preferred Qualifications:

• Bachelor's Degree preferred or equivalent experience in a healthcare setting
• 1 year management experience
• Demonstrated proficiency with computer programs and data entry, experience with Electronic Health Records highly preferred
• Exceptional customer service leadership skills
• Ability to problem solve, deescalate conflict and perform service recovery
• Process orientated and able to evaluate, design and implement efficient and effective processes
• Ability to show attention to detail and complex scheduling needs
• Ability to manage and prioritize multiple tasks in multi-disciplinary environment
• Previous experience using a multi-line phone system
• Ability to manage time effectively
• Ability to read, write, and calculate mathematical figures
• Ability to communicate via written and verbal communication
• Ability to exercise good judgement in appraising situations and responding appropriately to underserved population groups.
• Ability to work flexible hours including evenings and weekends as needed

Equal Opportunity Statement:

Nevada Health Centers will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability, marital status, parental status, sexual orientation, gender identity and expression or any other category protected by law.

Americans with Disabilities Act (ADA) Statement:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; stoop, kneel, or crouch. The employee must regularly lift and/or move up to 20 pounds.

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