- Plan, supervise changes, and manage the daily functions of the Medical Operations Call Center.
- Communicate job expectations: plan, monitor, appraise and review job contributions, and enforce policies and procedures.
- Communicate customer issues with the leadership team and devise ways of improving the customer experience, including resolving problems and complaints.
- Conduct needs assessments, performance review, capacity planning and cost/benefit analyses and contribute information and analyses to organizational strategic plans and reviews.
- Conduct comprehensive training sessions for new team members, providing them with the necessary knowledge and skills to excel in their roles.
- Record statistics, performance levels and user rates of the call center and prepare reports.
- Forecast and analyze information against budget statistics.
- Monitor Operations Call Center staff internal / external queue database for quality and attendance.
- Address all Operations Call Center questions and concerns in a timely manner.
- Act as a point for escalation of problems / issues arising in an appropriate and timely fashion.
- Prepare Operations Call Center reports for leadership team by collecting, analyzing, and summarizing data and trends.
- Serve as a super administrator for RingCentral phone system.
- Serve as the systems administrator for Priority Dispatch systems.
- Conduct weekly AQUA case reviews for medical calls.
- Develop and manage staffing schedules to ensure adequate coverage for all shifts.
- Review and approve timecards submitted by employees, ensuring accuracy and compliance with company policies and labor regulations.
- Additional duties as assigned.
- Bachelors in business or job-related field or the equivalent in work experience.
- 5+ years of personnel management experience.
- 5+ years of experience in a call center or contact center setting.
- Emergency Medical Dispatch (EMD) certified
- Proficiency with technology, software applications, and phone systems.
- Exceptional verbal and written communication skills.
- Ability to handle multiple priorities effectively.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Strong knowledge of team-building activities that support a positive work environment.
- Excellent problem solving, leadership, and customer service skills.
- Analytical, efficient, and thorough.
- Problem Solving/Analysis
- Ability to remain calm and courteous under pressure and navigate tense situations.
- Security clearance
- Experience with call center system migration or setup
- CPR certified
- ProQA software experience
- Epic Super User
- RingCentral
- Salesforce
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Description
Job Description
Job DescriptionThe Call Center Operations Manager shall perform tasks associated with managing personnel and the daily functions of a 24/7/365 Medical Operations Center (MOC). These duties include but are not limited to:
Requirements
DESIRED QUALIFICATIONS:
Physical Requirements:
While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, use hands and fingers to operate a computer, telephone, and keyboard, and lift up to 15 pounds.
Benefits
VIGILINT is proud to offer a robust benefits package that includes health, dental, and vision insurance, short-term and long-term disability, AD&D insurance, Healthcare Flexible Spending Plan, 401(k), and paid time off.
Equal Employment Opportunity Policy
VIGILINT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
