Manager of Call Center

Responsibilities Develops and implements policies, protocols, and procedures. Drives standardization and maximizes efficiencies across 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. Make 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 evaluate and improve the systems, procedures, and methods used in accomplishing departmental workflow. Assist with Patient Care Service activities when necessary. Prepare reports. Establish work procedures, prepare work schedules, and expedite 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, such as IT/IS, telecommunications, internal advertising agency, field/clinical operations, and outside vendors to configure and maintain systems & processes essential to consumer and patient access. Direct and assist staff in conflict resolution and act as an information resource. Maintain employee attendance records. Uphold RMC Attendance policies providing coaching and disciplinary actions as needed. Verify employee time sheets and submit time sheets to payroll. Assist and prepare annual employee performance evaluations. Supervise staff in areas of employee relations, recruitment, hire, coach and termination. Conducts staff meetings; employee safety training is completed every quarter and assures all employees receive proper training. Qualifications Education and/or Experience: Bachelor's degree (B.A/B.S) from four‑year college or university required. An associate's degree plus four years of experience in lieu to 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. Current California Driver’s License and BLS certification required. Essential Functions Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Note: (other duties may be assigned, deleted or changed at any time, at the discretion of management, formally, or informally, either verbally or in writing). Benefits Challenging and rewarding work environment Growth and Development Opportunities within UHS and its Subsidiaries Competitive Compensation EEO Statement 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. #J-18808-Ljbffr