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Call Center Manager - Little Ferry, United States - Shady Grove Fertility
Description
Enjoy what you do while contributing to a company that makes a difference in people's lives.US Fertility is a network of premier fertility centers, including Shady Grove Fertility, one of the largest fertility centers in the United States.
At US Fertility, we continually seek experienced, compassionate, and dynamic team players who are committed to delivering exceptional patient care to join our growing practice.
The work we do building families offers stimulation, challenge, and personal reward.If you're looking for a new opportunity to work in a fast-paced, professional environment where your talent contributes to changing people's lives, then we want to talk to you.
We have an immediate opening for a full-time Call Center Manager. This is a remote position with the occasional need to travel or work in different/multiple office locations as required.Role Description
The Call Center Manager plays a pivotal role in optimizing the efficiency and effectiveness of the Communication Centers at USFertility.
Reporting to the Director – Call Center Management, this position is instrumental in ensuring daily performance aligns with strategic goals related to Customer Service, Access to Care, Insurance Coordination, and other supporting service lines.
Duties And ResponsibilitiesOperational Oversight:
Oversee operational components of the Communication Center staff, ensuring alignment with strategic goals and efficient performance.
Develop and recommend performance standards, utilizing industry best practices for implementing organizational customer service strategies.
Performance Metrics And Goal Implementation
Establish and manage operational metrics to meet business, staff performance, and client service expectations.
Ensure the implementation and achievement of annual Management By Objective (MBO) goals within the Communication Center.
Collaboration And Coordination
Collaborate with Regional Managers and other Operational Leaders to align processes with clinical and business operation goals.
Staff Management
Lead, manage, and develop the team, including hiring, retention, performance management, and succession planning.
Develop operating budgets for efficient and cost-conscious business operations.
Business Metrics And Reporting
Develop, implement, and report on business metrics, measuring results and monitoring service quality.
Recommend and implement procedures supporting business objectives and identifying cost efficiencies.
Workforce Planning And Development
Oversee effective workforce planning, optimizing staffing resources through the workforce management system.
Develop and implement plans supporting business growth capacity, expansion, and contingency.
Continuous Improvement
Gather and assess customer feedback for continuous improvement in customer service.
Analyze call data to monitor performance and identify areas for improvement.
Develop and modify internal Communication Center algorithms, scripts, and procedures as needed.
Compliance And Standardization
Ensure adherence to USFertility policies, procedures, codes of conduct, and OSHA and HIPAA privacy rules.
Maintain organized, clean, and professional workspaces within the Communication Center.
Other Responsibilities
Serve as a backup to Communication Center staff when needed.
Support leadership through projects and updating standard operating procedures.
Travel or work in different/multiple office locations as required.
Qualifications
Education/Experience/Knowledge:
Bachelor's degree.
Minimum of three years of medical office and/or call center management experience.
Knowledge of healthcare business and legal implications.
Familiarity with EMR and/or Electronic Practice Management systems.
Strong understanding of quality control metrics in the healthcare field.
Ability to maintain complete confidentiality.
Certificates And Licenses
Diploma from an accredited undergraduate program.
Valid driver's license.
Supervisory Responsibilities
Manages multiple direct reports.
Mentors and coaches staff for a productive and high-performing team.
Communication/Interpersonal Skills
Excellent verbal and written skills.
Ability to interpret and present information effectively.
Maintains the highest level of quality patient care.
Demonstrates outstanding customer service.
Leadership/Initiative Abilities
Driven and highly self-motivated.
Performs duties independently with minimal supervision.
Promotes positive morale, teamwork, and communication.
Excellent organizational/multi-tasking skills.
Mathematical/Reasoning Abilities
Ability to calculate figures and apply basic mathematics.
Mastery understanding of call center performance measures and healthcare metrics.
Computer/Technical Skills
Proficient in Microsoft Office Suite.
Knowledge of EMR software products.
Work Environment And Physical Demands
Ability to work in a fast-paced, demanding environment.
Full range of body motion with extensive periods of sitting, standing, bending, walking, and listening.
Occasional lifting and/or moving up to 10 pounds.
This job description reflects the principal job elements essential for recruitment, selection, fair job evaluations, and establishing performance standards. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
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