Call Center Manager

The Urology Group

Cincinnati, Northern (OH, KY)

Hybrid

USD 70,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Pet Insurance

Health savings account

Paid sick time

Paid time off

Paid holidays

Profit sharing

Retirement plan

Job summary

The Urology Group in Cincinnati, OH is seeking a Call Center Manager to lead patient communications and scheduling operations. You will plan, organize, and direct call center activities, manage budgets, hire and train staff, and drive performance and patient satisfaction.

Responsibilities include overseeing scheduling by phone and email, staffing, reporting, ensuring HIPAA compliance, and collaborating with clinics to support operations while maintaining no weekend or evening shifts.

Qualifications

Associates degree required; Bachelor's preferred.
Must have prior call center supervisory experience.
Healthcare experience in a medical group practice is strongly preferred.
LPN/RN license and certification as required by state preferred.

Responsibilities

Oversees patient scheduling and appointment management by phone, email, and referrals.
Manages daily operations of the call center team of patient advocates.
Monitors staffing and scheduling to align with workload.
Maintains cross-department collaboration to support clinic operations.
Generates quality assurance and productivity reports and presents metrics.
Ensures HIPAA compliance and maintains patient confidentiality.

Skills

Excellent communication

Organizational skills

Customer-focused service

Analytical thinking

Healthcare EMR experience

HIPAA compliance

Independent work ethic

Education

Associates degree

Bachelor's degree preferred

Tools

EMR software

MS Office

Job description

Description

We offer competitive pay as well as PTO, Holiday pay, and comprehensive benefits package!

10220 Alliance Rd

Cincinnati OH 45242

NO WEEKENDS, NO EVENINGS, NO HOLIDAYS

Benefits:

Health insurance
Dental insurance
Vision insurance
Life Insurance
Pet Insurance
Health savings account
Paid sick time
Paid time off
Paid holidays
Profit sharing
Retirement plan

GENERAL SUMMARY

The Call Center Manager is responsible for planning, organizing, and directing the overall operations of the call center, including setting the budget, hiring and training staff, developing policies and procedures, and evaluating the results and patient satisfaction. A Call Center Manager also liaises with external stakeholders, such as clients, vendors, and regulators, to ensure compliance and quality standards.

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

Oversees patient scheduling process, including appointments by phone, email, answering service, physician referrals and nurse triage.
Manages the daily operations of assigned team of call center patient advocates.
Monitors department's staffing and scheduling. Ensures appropriate staffing relative to the unit's volume of work.
Maintains a strong working relationship with all departments to support clinic operations and goals.
Compiles department quality assurance and productivity reports and presents metrics.
Audits calls to ensure proper procedures are followed, and to ensure superior patient care.
Understands and utilizes all management reporting tools to effectively drive performance measurements.
Monitors individual, team and call center results to identify trends to ensure attainment of financial and performance targets.
Analyzes the data and trends, sets goals and objectives, and designs and implements the improvement plans and initiatives.
Performs other position related duties as assigned.
Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

LPN/RN License and certification as required by state preferred.

KNOWLEDGE | SKILLS | ABILITIES

Excellent verbal and written communication skills.
Excellent organizational skills and attention to detail.
Customer-oriented with ability to remain calm in difficult situations.
Strong analytical and problem-solving skills.
Strong computer skills and use Microsoft Office software. Previous experience with electronic Health Records (EMR Software) required.
Complies with HIPAA regulations for patient confidentiality.
Ability to work independently and manage deadlines.

EDUCATION REQUIREMENTS