Manager of Call Center

Responsibilities

Under the direction of the Director of Patient Engagement, responsible for the active on‑going coordination of patient services throughout the medical group. Interprets and supports policies of the Patient/Clinical Department to all personnel.

Education and/or

Experience:

Bachelor's degree (B.A./B.S.) from a four‑year college or university required. An associate’s degree plus four years of experience in lieu of a bachelor’s degree accepted. Minimum of five (5) years medical group office experience including insurance billing and coding; HMO experience preferred. Five (5) years previous supervisory experience required. Five (5) years Call Center management – 50+ seat operation required.

Certificates, Licenses, and Registrations: Current California Driver’s License and BLS certification required.

• Develops and implements policies, protocols, and procedures; drives standardization and maximizes efficiencies across the Call Center; manages the success of the operation meeting all service level indices, productivity, cost containment and quality metrics.
• Supervises, disciplines, and evaluates the performance of direct and indirect reports; makes recommendations regarding employment, performance evaluation, employee development, salary changes, promotions, transfers and termination; assesses, coordinates and evaluates the orientation and continuing education needs of employees.
• Assesses needs and coordinates the allocation of employees and resources.
• Continuously evaluates and improves the systems, procedures, and methods used in accomplishing departmental workflow; assists with Patient Care Service activities when necessary; prepares reports; establishes work procedures, prepares work schedules, and expedites workflow.
• Assists in the configuration of, and monitors inbound and outbound channels to mitigate downtime and ensure the operational integrity of systems and applications; interfaces with other departments (IT/IS, telecommunications, internal advertising agency, field/clinical operations, and outside vendors) to configure and maintain systems and processes essential to consumer and patient access.
• Directs and assists staff in conflict resolution and acts as an information resource; maintains employee attendance records; upholds RMC Attendance policies providing coaching and disciplinary actions as needed; verifies employee time sheets and submits time sheets to payroll; assists and prepares annual employee performance evaluations; supervises staff in areas of employee relations, recruitment, hire, coaching and termination; conducts staff meetings; employee safety training is completed every quarter and assures all employees receive proper training.

• Challenging and rewarding work environment
• Growth and development opportunities within UHS and its subsidiaries
• Competitive compensation

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.