Call Center Manager - LBU Community Clinic

JOB STATEMENT

The Call Center Manager oversees daily call center operations, ensuring patients receive professional and efficient service. Responsibilities include leading a team of agents, optimizing workflows, monitoring call metrics, and reporting to leadership. The role requires medical office knowledge, data accuracy, attention to detail, and strong customer service skills. Additionally, this position assists with staffing, quality assurance, and compliance with department policies.

JOB FUNCTIONS

• Lead and manage the call center team, including recruitment, training, performance evaluation, and ongoing development of staff.
• Develop and implement call center policies and procedures to ensure efficient operations and compliance with healthcare regulations.
• Monitor call center metrics and performance indicators, analyzing data to identify trends and areas for improvement.
• Collaborate with other departments within the organization to ensure seamless patient care and communication.
• Address escalated patient inquiries, complaints, and issues, ensuring timely and satisfactory resolutions.
• Provide coaching and support to call center agents to enhance their performance and customer service skills.
• Conduct regular team meetings and training sessions to keep staff updated on policies, procedures, and new initiatives.
• Maintain up-to-date knowledge of clinic services, insurance, and medical terminology to assist patients effectively.
• Prepare and present regular reports on call center performance and strategic initiatives to senior management and Committees.
• Ensure compliance with HIPAA regulations and always maintain patient confidentiality.
• As needed, relieve staff members during employee sick/vacation time.

MINIMUM QUALIFICATIONS

• Education:
  • Minimum High School Diploma or equivalent.
  • Associate’s degree in business administration, Healthcare, or related field is a plus.
• Specialized Training/Certifications:
  • Call Center Training is a plus
  • Certified Call Center Manager (CCCM) is a plus
• Experience:
  • Minimum 2 years of Customer Service, preferably in a healthcare setting
  • NextGen system tools and navigation is a plus
• Knowledge:
  • Basic Customer Service Principles and Practices
  • Strong understanding of medical terminology, healthcare services, and insurance processes.
  • Basic office principles
  • Proficiency in call center software and customer relationship management (CRM) systems is a plus
  • Fluent in Spanish, a plus.
• Skills:
  • Basic Computer Literacy
  • Excellent communication, interpersonal, and customer service skills
  • Detail oriented
  • Data Entry
  • Proficient with Microsoft Office (Word, Excel)
  • Ability to work in a fast-paced environment and handle multiple priorities effectively
• Abilities:
  • Must be able to speak, read, write, and comprehend the English language.
  • Ability to sit for majority of the shift.
  • Must be able to bend or stoop.
  • Must be able to lift 20 lbs. unassisted.
  • Must have good vision (e.g, near acuity and depth perception)
• Other:
  • Must be able to periodically work on Saturdays.
  • This position is On-Site, and it might require some local travel between different clinic locations. 
  • Must be able to maintain required immunizations as required by the organization.