CALL CENTER MANAGER

Nevada Health Centers; Las Vegas (NV); On-site; USD 70,000 - 100,000; Full time

Job summary

Nevada Health Centers is seeking a Call Center Manager to direct daily operations of the call center and clinical support teams in Las Vegas, NV. You will plan and implement contact center strategies, improve processes, and manage staff to ensure exceptional patient experiences across NVHC facilities.

The role requires strong leadership, bilingual English/Spanish abilities, and experience in a healthcare contact center.

Qualifications

• High school diploma or GED.
• 6 years’ experience in a contact center environment.
• Fluency in English and Spanish.
• Strong written and verbal communication skills.

Responsibilities

• Oversee day-to-day operations of the call center and clinical support team.
• Plan and implement contact center strategies and operations.
• Improve systems and processes and manage staff.
• Hire and onboard staff and administer performance actions.
• Monitor staffing to meet budgets and service levels.
• Lead staff meetings and ensure first-call resolution goals.

Skills

Bilingual English/Spanish

Strong communication

Education

Bachelor's degree preferred

Tools

Electronic Health Records

Job description

Position Summary:

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
• Supportscontact centerteam 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