Neuroscience Call Center Manager

AdventHealth; Tampa (FL); On-site; USD 50,000 - 93,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid Time Off

403(b) Retirement Plan

Parental Leave

Career Development

Whole Person Well-being Resources

Mental Health Resources and Support

Pet Benefits

Job summary

AdventHealth in Tampa, Florida, is seeking a supervisory role in the call center to oversee daily operations, ensure compliance, and improve service metrics. You will coordinate across departments, coach staff, and maintain quality patient interactions in a patient-centered environment.

The ideal candidate has 2+ years of supervisory experience in a medical call center, strong communication, and the ability to analyze performance data to drive improvements.

Qualifications

• Associate degree preferred; high school graduate required.
• 2+ years in supervision/management in call center setting.
• 2+ years in medical field experience required.
• Strong communication, organizational, and coaching skills.
• Ability to analyze call center metrics and improve operations.

Responsibilities

• Ensure checks and balances are captured within established timelines.
• Coordinate and assist in clinical, IT, accounting, HR, payroll, and other support services.
• Support marketing initiatives with management teams.
• Ensure HIPAA and security compliance in call center operations; schedule staff accordingly.
• Coach staff and optimize schedules for efficiency and productivity.
• Resolve patient complaints and staff conflicts with clear communication.

Skills

Customer focus

Verbal communication

Process improvement

People management

Teamwork

Budgetary finance

Data input

Detail-oriented

Analytical skills

Education

Associate

High School Diploma

Tools

Practice management software

Job description

Our promise to you:

Joining AdventHealth is about being part of something bigger. It is about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Schedule:

Full time

Shift:

Day (United States of America)

Address:

3000 Medical Park Dr

City:

Tampa

State:

Florida

Postal Code:

33613

Job Description:

• Ensures all checks and balances are captured and entered within established timelines.
• Coordinates and assists in specific functions and activities of assigned practice, including IT, accounting, HR, payroll, materials management, engineering, and other support services.
• Supports and participates in marketing initiatives in collaboration with marketing departments and management teams.
• Assures the call center follows HIPAA and security regulations and schedules staff to provide adequate coverage during all hours of operation.
• Works with leadership in progressive coaching and counseling to develop or discipline employees as necessary, ensuring staff schedules are maximized for efficiency and productivity.
• Demonstrates a positive customer service attitude, resolves patient complaints and employee conflicts, and maintains open communication with hospital departments, referring physicians, and staff physicians.
• Researches and prepares reports and presentations related to volume, abandonment rate, wait time, quality, utilization, and more.
• Promotes the mission, vision, values, and service standards to employees, patients, and other contacts outside the facility.
• Demonstrates good communication skills respectfully and courteously when interacting with patients, co-workers, physicians, and colleagues within the department.
• Provides a safe and complete environment for patient care through operational processes, inventory control, and equipment checks, correcting any known deficiencies.
• Maintains effective relationships and open communication with patients, families, management, staff, contractors, insurance companies, and the outside community.
• Works with leadership in recruitment, selection, orientation, evaluation, and dismissal of staff, excluding employed physicians.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Customer Focus, Customer Service
• Verbal Communication, Informing Others
• Process Improvement, Problem Solving
• People Skills, Teamwork, People Management
• Managing Processes, Emphasizing Excellence
• Practical knowledge and experience in working with practice management software systems with the ability to direct workflow to optimize call center operations
• Experience in budgetary finance and accounting skills with regards to call center management and operations
• Current basic computer skills, data input
• Exceptional verbal and written communication skills
• Good business office organizational skills
• Good knowledge of employee management and team/individual coaching techniques
• Ability to work well independently and with others in a team environment
• Ability to multitask functions well in a demanding office environment
• Able to work with a high level of detail accuracy
• Excellent management and verbal/written communication skills; experience in and knowledge of medical office operations and call center operations. Ability to analyze call center metrics as well as to incorporate results of that analysis into department operation.

Education:

• Associate [Preferred]
• High School Grad or Equiv [Required]

Work Experience:

• 2+ experience in supervisory and management related to call center. [Required]
• 2+ experience in the medical field is required. [Required]

Physical Requirements:

Physical Requirements - https://tinyurl.com/23km2677

(Please click the link below to view work requirements)

Pay Range:

$49,795.20 - $92,622.40

Background Screening Requirement (Florida Law)

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida's background screening requirements at the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.