Call Center Manager

February 14

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $78k - $110k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

🦅 H1B Visa Sponsor

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Village Medical

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Village Medical is revolutionizing primary healthcare by focusing on making care more accessible and personalized, especially for adults over 65. With services that include in-clinic, in-home, and virtual visits, Village Medical ensures comprehensive and coordinated care through a team approach. They prioritize wellness by offering personalized care plans and welcome most insurance, including Medicare Advantage plans. Their widespread presence in over 680 locations, many within Walgreens, enables them to be easily accessible to their patients. Village Medical's commitment to their patients is reinforced by the ability to manage appointments and prescriptions through their free app, enhancing convenience and connectivity in healthcare management.

primary care • value based care • telehealth • healthcare • healthcare innovation

51 - 200 employees

Founded 2014

⚕️ Healthcare Insurance

📋 Description

• Provides leadership, direction, and administration of operations to ensure accomplishment of Call Center and organizational objectives • Directs, supervises, coordinates specific functions and activities of the Call Center, including systems, policies and procedures, human resources, support services, etc. • Facilitates the employment, development, and management of employees • Reviews operational problems/policies and recommends solutions and change to Director • Develops relationships with our organizational partners and help to create operational hand-offs between departments • Partners with medical and administrative staff to ensure compliance standards and regulations are upheld • Collaborates with peers in the preparation and implementation of projects, policies, operating practices, and budget • Represents Call Center in meeting settings as a Subject Matter Expert on market/SSCC protocols • Serve as primary contact for Managers, Directors and Providers as it relates to Call Center Operations • Collaborates with Clinic Leadership to ensure effective patient expectations and communication • Manages onboarding process for new employees • Update, maintain and communicate Call Center statistical reporting • Identifies areas of improvement for staff performance • Proactively identify process improvements to continue to deliver high quality service at the most practical of staffing levels • Timely execute Performance Evaluations for all Call Center staff at their 90-day, mid-year, and end of year timeframes • Demonstrated successes in identifying production waste and managing Call Center Metrics

🎯 Requirements

• A minimum of 10 years of experience leading in a Call Center environment • Experience in managing a call center of 50 - 100 or more representatives • Monitor staff productivity and quality on a daily, weekly, and monthly basis • Experience in managing both inbound and outbound contact centers • Expertise in using Call Center CRM and Workforce Management technology • 3+ years of healthcare administration experience required, including one year of supervisory experience • Knowledge of health care administration, clinic philosophy and policies and operating procedures • 5 Years’ experience as Call Center Manager in (preferably in healthcare environment) running multi-site call centers • Knowledge of human resource management practices including supervision and staff development • Knowledge of governmental regulations with the ability to monitor compliance standards • Intermediate or Advance Excel Skills • Ability to analyze and interpret complex data • Ability to research and prepare comprehensive reports • Supervisory experience within a healthcare setting • Advance Customer Service Experience • Skill in exercising initiative, judgment, problem solving, decision making • Vendor Management • Ability to create Standard Operating procedures and tool/reporting to measure they are followed • Knowledge of Scorecard and Performance management with successful results • Skill in organizing work to achieve Call Center goals and objectives

🏖️ Benefits

• Health insurance • Dental insurance • Life insurance • Access to a 401k plan