LifeLong Medical Care

Call Center Manager

US-CA-Berkeley
2 weeks ago
ID
2017-1570
# of Openings
1
Category
Management

Overview

Bring your outstanding customer service philosophy and leadership skills to support our staff in achieving excellent customer service by phone. LifeLong Medical Care is looking for a Call Center Manager who will be responsible for the overall management and flow of the call center in Berkeley. This position will collaborate with all Patient Services staff, Center Managers and Supervisors, and other key staff in order to ensure the highest level of customer service to patients.

 

LifeLong Medical Care is a large, multi-site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient-centered health home is a dynamic place to work, practice, and grow. We have 14 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more.  Lifelong Medical Care is an Equal Opportunity Employer. www.lifelongmedical.org

 

Benefits

We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including nine paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

Responsibilities

  • Recruits, hires, orients, develops, supervises, evaluates and terminates staff.
  • Manages and coordinates day-to-day operations of Patient Services Call Center, to include, coordinating and overseeing staff work and break/lunch schedules. Approves and submits timesheets.
  • Monitors Call Center performance levels, identifies training needs, and develops action plans for staff development. Monitors telephone system's real-time reports and performance data to ensure department service levels and requirements are met.
  • Monitors that internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels.
  • Maintains and updates protocols and procedures as needed and provides staff training as appropriate.
  • Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Call Center or team members.
  • Assists Call Center staff with customer contacts requiring supervisory intervention and responds to formal patient grievances.
  • Monitors call center staff for quality assurance.
  • As needed performs all Team Lead and Patient Service Representative duties, while providing Call Center operational oversight and direction to staff.
  • Performs other duties as assigned.

Qualifications

  • Commitment to the provision of primary care services for the underserved with demonstrated ability and sensitivity in working with a variety of people from low-income populations, with diverse educational, lifestyle, ethnic and cultural origins.
  • Ability to effectively support, motivate and supervise staff, encourage and nurture development and growth, to build a strong and productive team.
  • Strong organizational, administrative, multi-tasking, prioritization and problem-solving skills.
  • Ability to work effectively under pressure in a positive friendly manner and to be flexible and adaptive to change.
  • Ability to effectively present information to others, including other employees, community partners and vendors.
  • Ability to work with individuals and organizations at the local level to build support.
  • Ability to seek direction/approval on essential matters, yet work independently with little onsite supervision, using professional judgment and diplomacy.
  • Work in a team-oriented environment with a number of professionals with different work styles and support needs.
  • Excellent interpersonal, verbal, and written skills.
  • Conduct oneself in internal and external settings in a way that reflects positively on LifeLong Medical Care as an organization of professional, confident and sensitive staff.
  • Ability to see how one’s work intersects with that of other departments of LifeLong Medical Care and that of other partner organizations.
  • Make appropriate use of knowledge/ expertise/ connections of other staff.
  • Be creative and mature with a “can do”, proactive attitude and an ability to continuously “scan” the environment, identifying and taking advantage of opportunities for improvement.

 

 

Job Requirements          

  • Associates degree or equivalent combination of education and/or experience.
  • 3 years of experience in a customer service environment, in a clinic or call center.
  • Minimum of one year of supervisory experience.
  • Excellent customer services skills.
  • Proficient in Microsoft office Word, Excel, Outlook

 

Job Preferences              

  • Bachelor’s degree
  • Experience in Non-Profit or Community Health Center.
  • Previous call center management experience
  • 2+ years of supervisory experience.
  • Bilingual – Spanish/English

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