Operations Manager - Call Center

Job Purpose

The Operations Manager - Call Center will ensure that the department is consistently providing quality service to all customers. The Operations Manager - Call Center will consistently explore opportunities to improve efficiencies and the overall productivity.

Duties And Responsibilities

• Resolves escalated customer service issues by working closely with the supervisor and customer service representative. Initiates cross-departmental communication and coordination to escalate and resolve customer issues
• Monitors calls to observe customer service representatives’ demeanor, technical accuracy, and conformity to company policies; provides feedback as needed
• Determines, monitors and analyzes productivity levels of customer service team
• Motivates the team, drives morale, provides coaching and assistance to call center agents on an ongoing basis
• Implements new working procedures in the operation process
• Reviews, approves, and delivers employee evaluations
• Conducts interviews and selects optimal candidates
• Ensures compliance of all company policies. Manages escalated disciplinary/personnel issues accordingly. Communicates with HR.
• Establishes, monitors and drives a variety of call center metrics to meet departmental goals and service levels. Prepares daily and monthly call center reports for executive team.
• Analyzes needs of the call center and coordinates resources accordingly, including training programs to ensure team members have the skills and knowledge to meet customer service needs
• Continuously work to identify areas of improvement and initiate positive changes to increase customer satisfaction and employee productivity
• Ensures confidentiality is maintained through adherence of HIPAA and PHI Guidelines
• Ensures implementation of policies and procedures necessary to comply with federal, state, and third-party regulations which govern billing and collection activities for physician services
• Carries out management responsibilities in accordance with the organizations policies and applicable laws
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Understand and comply with Information Security and HIPAA policies and procedures at all times
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
  
  

• Bachelor’s degree (B. A.) or equivalent, three to five years related experience, or equivalent combination of education and experience
• At least 3 - 6 years of managerial experience
• Knowledge of Payor/Insurance Benefits
• Proficiency in Epic, GE, ECW a plus
• Proficiency in the use of Excel Spreadsheets, PowerPoint, and various software programs
• Excellent interpersonal and organizational skills
• Strong leadership, independent thinking and decision-making skills
• Excellent oral and written communication skills
• Ability to prioritize responsibilities
• Strong customer service skills with the ability to manage difficult situations/customers while remaining patient and professional
  
  

• Work Setup: Full Time Permanent Onsite
• Work Schedule: Night Shift
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.