Call Center Manager

Remote Jobs; Louisville (KY); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

401k

PTO

Medical insurance

Dental

Vision

Tuition reimbursement

Employee Assistance Program

Job summary

Access Point, a division of Lifepoint Health, is seeking a Call Center Manager to lead a team of patient-facing call agents in the United States. The role emphasizes training, monitoring, mentoring, and handling escalated calls to drive quality and performance.

You will onboard new staff, monitor metrics like wait times and abandonment rates, and ensure tools and processes are current to support our clients.

Qualifications

• 3+ year's management experience including hiring, training, coaching and discipline required.
• 3+ years call/contact center management experience, focusing on inbound and outbound call programs.
• Healthcare image scheduling experience preferred.

Responsibilities

• Oversee daily team activities and performance metrics.
• Onboard new employees and bring them to full capability.
• Monitor wait times, abandonment rates and client service quality.
• Resolve problems and handle escalated calls with professionalism.
• Coach, train, and review the team regularly.
• Ensure tools and procedures are current and accessible for staff.
• Promote a collaborative, improvement-focused team culture.

Skills

Call center management

Team leadership

Training & coaching

Performance monitoring

Healthcare domain

Job description

Job Description

You must live in the United States.

Salary range: $75,000-$85,000

Hours: Monday-Friday 8am-5pm (hours may change due to business needs)

Access Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service. Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.

We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.

Summary:

The Call Center Manager is responsible for leading a team of call center associates who are interacting with patients telephonically on a day-to-day basis. Daily duties include training, monitoring, mentoring and assisting associates with call handling and trouble shooting. Handling escalated calls professionally and serving as a role model for the team. Pro-vide assistance in developing training tools and resolving process issues to improve performance for our clients. Ensure team quality and productivity goals are achieved on a daily basis.

Essential Functions:

• Oversee all aspects of daily team activities.
• Onboard new employees and work closely with them to bring them to full capability.
• Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients.
• Responsible for helping to resolve problems and complaints. Assists with escalated calls.
• Communicate solutions, successes and opportunities to the team with an eye on continual improvement.
• Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly and monthly.
• Work to consistently have tools and aides for employees that are accessible, accurate and current to ensure that the team receives appropriate support and training.
• Foster a team mentality and approach to improvement and serving our customers well.
• Be present and available for your team, communicate positively and provide feedback and constructive criticism.
• Keep track of attendance, daily statistics, paid time off, sick time, etc.
• Be available to affect the entirety of the team's operations.
• Maintain departments policies and procedures, reviewing and updating as needed.

Benefits:

At Access Point and Lifepoint Health, our Mission of Making Communities Healthier extends to our employees. We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, PTO, medical, dental, vision, tuition reimbursement, and an Employee Assistance Program.

Access Point and Lifepoint Health are committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law

Qualifications:

Education:

• 3+ year's management experience including hiring, training, coaching and discipline required.

Experience:

• 3+ years call/contact center management experience, focusing on inbound and outbound call programs.
• Healthcare image scheduling experience preferred.

Pay Transparency Notice (Washington State)

If you believe this job posting does not include accurate or complete pay information in accordance with the Washington State Equal Pay and Opportunities Act, please inform us immediately. You can contact us at 833-271-4269 to report the issue. For more information on your rights under Washington's pay transparency laws, visit the Washington State Department of Labor and Industries website at: https://lni.wa.gov

About Us

Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.

About the Team

We employ and provide care to people from all walks of life. We are committed to promoting healing, providing hope, preserving dignity and producing value with an inclusive workforce in which diversity is leveraged, respected, and reflective of the patients, family members, customers and team members we serve.