Call Center Manager

Centrum Health; Florida; On-site; USD 80,000 - 120,000; Full time

Job summary

Centrum Health, part of NeueHealth, seeks a dynamic Manager of the Contact Center and Patient Engagement to lead scheduling operations for inbound and outbound appointment calls. The role focuses on delivering a high-quality patient experience, meeting SLAs, and driving efficiency in a fast-growing environment.

The ideal candidate will have 4+ years in contact center management, bilingual English/Spanish, and a proven ability to innovate processes while ensuring HIPAA compliance.

Qualifications

• 4+ years in contact center operations management.
• Experience managing a staff of 30+ employees.
• Experience using data to manage SLAs and KPIs.
• Vendor and offshore contact center management experience preferred.
• Bilingual in English and Spanish.
• Strategic and analytical thinker with systems and process orientation.
• Strong problem-solving, critical thinking, and business acumen.
• Self-starter with ability to drive projects with minimal oversight.
• Comfort with building new processes and tools.

Responsibilities

• Provide strong leadership that mentors and develops team members to leverage every call.
• Oversee scheduling operations, set SLAs, and build processes to meet goals.
• Direct and manage Supervisors, Scheduling Center Agents, and other contact center staff.
• Collaborate with IT to ensure smooth operations across all hours.
• Oversee outbound and inbound call strategy, staffing, prioritization, and KPIs.
• Lead hiring processes for new team members.
• Partner with leadership to develop orientation and training for agents.
• Formulate policies guiding contact center operations for efficiency.
• Ensure compliance with HIPAA, Privacy Act, and quality standards.

Skills

Bilingual English/Spanish

Leadership

Strategic thinking

Data-driven management

Education

Bachelor's degree preferred

Job description

NeueHealth is a value-driven healthcare company grounded in the belief that all health consumers are entitled to high-quality, coordinated care. By uniquely aligning the interests of health consumers, providers, and payors, we help to make healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid.

NeueHealth delivers clinical care to health consumers through our owned clinics – Centrum Health and Premier Medical – as well as unique partnerships with affiliated providers across the country. We also enable providers to succeed in performance-based arrangements through a suite of technology and services scaled centrally and deployed locally. Through our value-driven, consumer-centric approach, we are committed to transforming healthcare and creating a better care experience for all.

The Manager of the Contact Center and Patient Engagement will be the strategic thought partner and leader overseeing Centrum Health's scheduling operations for an inbound and outbound patient appointment scheduling contact center. This leader will demonstrate strategic vision and operational excellence to meet strategic goals in a fast-paced, high-growth environment.

The Manager’s success is measured by the organization’s ability to provide a high-quality patient experience while meeting Service Level Agreements (SLA), improving call performance, improving resource efficiency, and adapting new proven technologies to increase efficiency and achievement of metrics. In addition, this role actively contributes to the overall company operational targets and daily business decisions.

The Contact Center Manager executes the vision for the operation ensuring the Contact Center meets customer and organization needs. The successful Manager is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Role Responsibilities:

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call.
• Oversee executional aspects of patient schedule management including setting SLAs, building effective processes leading to positive outcomes, and providing input on strategic updates.
• Direct and manage a team that includes Supervisors, Scheduling Center Agents, and other Contact Center personnel.
• Collaborate with IT to ensure smooth operational processes and procedures to ensure the ability to successfully serve patients during all operating hours.
• Oversee outbound and inbound call strategy including staffing, call prioritization, and efficacy to meet or exceed goals and KPIs.
• Actively oversee the hiring process for new team members.
• Partner with leadership to develop function-specific orientation and training programs for Contact Center Agents.
• Formulate policies and procedures that guide the Contact Center operations team and leads to efficient and effective performance.
• Ensure compliance with regulatory guidelines (HIPAA and Privacy Act) and standards and with other quality assurance programs.

SUPERVISORY RESPONSIBILITIES

Managing a staff of contact center agents in addition to managing the vendor relationship with the offshore contact center. This is an on-site position in Doral.

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE

• 4+ years of progressive advancement in contact center operations management; strategy consulting experience is a plus
• At least two years managing contact center staff of at least 30.
• Experience using data to manage SLAs and KPIs.
• Vendor and offshore contact center management experience is preferred.
• Bilingual in English and Spanish.
• Strategic and analytical thinker with experience building strong systems and processes and precision in execution
• Experience with analytically heavy operations projects
• Proven track record managing people to achieve their highest potential
• Strong problem-solving, critical thinking, creativity, and business acumen
• Self-starter with the ability to drive projects with minimal oversight
• Comfort with and excitement for building new things

As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of NeueHealth, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.