Reporting directly to the Associate Director of Primary Care, the Call Center Manager is responsible for coordinating efficient operations of the patient access center and directly supervising the call center representatives. In addition, the Call Center Manager will uphold the mission and beliefs of FPCN while increasing patient and staff satisfaction.
Team members are expected uphold the health center mission by assuring that patients receive health care that is competent, caring, and meets with a high degree of satisfaction. In addition, staff must support FPCN's commitment to a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.
Assist with development of First Call Resolution strategies whereby there is resolution of customers’ problems, questions or needs the first time they call
Maintains patient confidentiality at all times in both written and verbal formats
Acts as a call center representative when not performing other duties
Supervises call center representatives
Collaboratively define job responsibilities and oversees work assignments and scheduling for above staff
Recruits, orients, develops and evaluates call center staff
Provides regular reflective supervision to enhance skills, knowledge, and to support personal and professional development
Evaluates key performance indicators and participates in feedback with staff members, including performance evaluations, discipline and commendations.
Develops work schedules and assigns duties to call center agents to ensure the call center is adequately staffed during regular business hours
Supports and enforces call center expectations and FPCN’s scheduling policies/procedures
Participates in relevant meetings and recommends changes to policies and procedures.
Ensures the call center representatives are performing and documenting all required tasks in a timely manner
Devise ways to optimize procedures and keep staff motivated
Monitors calls to observe employee demeanor, technical accuracy and conformity to FPCN policies and addresses any issues as appropriate
Provides communication and follow up to ensure representatives are fully informed of all new information
Ensures compliance with RHD, FPCN, and other governmental agencies policies and procedures.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
Maintains harmony among workers and resolves grievances.
Assists with escalated calls as needed, able to take over calls as warranted, and provide support to call center agents.
Answering all questions from call center representatives on best practices and/or challenging calls
Working with other supervisors, departments and management team members to support agents and maximize customer satisfaction.
Resolves all escalated patient issues and appropriately transfers or refers concerns to staff and/or Director when indicated.
Possess exemplary knowledge of and enforce all practice policies and procedures that impact the work of the receptionist and front desk. Adhere to OSHA guidelines.
Assisting in coordinating utilization of the Practice’s transportation services.
Participates in health center projects as needed
Travel to other health center locations/sites may be required
Other duties as assigned
1-3 years of management experience required
Associate Degree or equivalent combination of education, technical training or work experience.
Experience in the outpatient medical field required, primary care preferred
Knowledge of medical terminology required
Excellent organizational, verbal and written communications skills required
Bilingual (English/Spanish/French) preferred
Experience as a call center supervisor or similar supervisory position in the medical field preferred
Ability prepare reports in Excel and analyze data to help determine call center goals and productivity expectations
Ability to navigate an electronic health record (EHR)
Knowledge of insurance carriers (MCO/Medicare/Medicaid) and patient eligibility verification processpreferred
Ability to remain calm and courteous under pressure and navigate tense situations
Critical thinking and multi-tasking skills required
Exhibit behaviors that align with RHD/FPCN’s organizational values, mission, and beliefs and avoid displaying behaviors that are in opposition to those values
Ability to manage a high level of confidentiality
Exemplary organizational skills and ability to prioritize
Support the Center’s commitment to the creation of a trauma-informed system of care that continually recognizes and responds to the impact of traumatic stress on all those who have contact with the organization, including children, adults, families, caregivers, and staff.
Family Practice and Counseling Network, a program of Resources for Human Development, is a network of federally qualified community health centers that uses a nurse-managed, integrated model to deliver primary care, behavioral health, dental, and preventive services, which are co-located at the centers and are designed to treat the whole patient.
Resources for Human Development is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, gender identity, sexual orientation, national origin, genetic information, veteran, or disability status.