Call Center Internal Manager - Buffalo, United States - Aither Health

Aither Health Buffalo, United States

4 weeks ago

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Description

Job Description
Job Title: Call Center Internal Manager

Status: Exempt

Role Overview: The role of the Internal HIVE Manager will work in a authoritative role for the organization, overseeing employees' progress and implementing business strategies assigned by executives. The Internal HIVE Manager will serve as a mentor and leader for the HIVE advocates, often motivating, coaching and improving their employees' work performance.

Primary Responsibilities would include:

Effectively manage the daily operations of the full team of HIVE advocates and be able to delegate projects and time sensitive requests in order to maintain the highest success levels in production.
Closely monitor each HIVE advocate taking account for their accuracy in the role.
Has ultimate responsibility for the oversight and day to day operations of the team.
Build a strong working relationship with other Aither associates and offer corrective coaching when necessary, and develop new training methods to support them.
Schedule and complete one on one meetings with the advocate team weekly.
Establish and maintain a strong working relationship with the client relationship managers, HIVE Cost Containment Negotatior and HIVE Inventory Control Analyst.
Evaluate the department's current performance metrics and develop plans, goals and strategies to help improve these metrics.
Takes initiative and engages in problem solving activities to improve operational workflows across the whole organization.
Participates in call management and internal communication boards (i.e. group cliqs) to ensure that service level standards are maintained.
Assist with the development and documentation of standard operating procedures for the team
Support the onboarding of new team members
Review call metrics to maintain acceptable call standards
Coordinate and manage client reporting with client relationship manager
Based on business needs, hours outside your normally scheduled shift may be required.
Performs other related duties as assigned.

What you'll bring:

Associates Degree/Bachelors Degree preferred or equivalent industry experience
Strong ability to communicate both verbally and written
3-7 years of industry experience
Ability to demonstrate excellent motivation, team leading and the ability to achieve goals and objectives
Talent to communicate clearly - when you explain it, people get it
Experience in hiring or running a team
Healthcare claims administration experience
Problem solving skills
Ability to focus on and meet a goal
PC and Windows experience
Ability to collect data and draw valid conclusions
Talent for ensuring that nothing falls through the cracks on your watch
Ability to prioritize
A precise attention to detail
The attitude that anything worth doing is worth doing right - Every. Single. Time.
Ability to maintain confidentiality
The motivation to learn and constantly improve processes
Mindset of a team-player - you'll be ready to jump in and help on any Aither task
Based on business needs, hours outside your normally scheduled shift may be required
Monday-Friday 830am-5pm EST work week

Compensation Range: $60,000 - $80,000

Physical Requirements

Prolonged period sitting at a desk and working on a computer and the ability to lift 15 pounds.

As an Equal Opportunity / Affirmative Action Employer, Aither Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Aither Health will not tolerate discrimination or harassment based on any of these characteristics. Aither Health encourages applicants of all ages.

Requirements

Associates Degree/Bachelors Degree preferred or equivalent industry experience
Strong ability to communicate both verbally and written
3-7 years of industry experience
Ability to demonstrate excellent motivation, team leading and the ability to achieve goals and objectives
Talent to communicate clearly - when you explain it, people get it
Experience in hiring or running a team
Healthcare claims administration experience
Problem solving skills
Ability to focus on and meet a goal
PC and Windows experience
Ability to collect data and draw valid conclusions
Talent for ensuring that nothing falls through the cracks on your watch
Ability to prioritize
A precise attention to detail
The attitude that anything worth doing is worth doing right - Every. Single. Time.
Ability to maintain confidentiality
The motivation to learn and constantly improve processes
Mindset of a team-player - you'll be ready to jump in and help on any Aither task
Based on business needs, hours outside your normally scheduled shift may be required
Monday-Friday 830am-5pm EST work week

Benefits

Medical, Dental, Vision, 401K, PTO/Sick Time

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