Requisition Number: FAMPR-CCMGR-S-07-2020-02
Job Title: Call Center Manager
City: Philadelphia
State: PA

Minimum Degree Required: A - High School/GED
Minimum Years of Experience: 1
Salary Range: $48,000-$53,000

Call Center Manager

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Description/Job Summary

Position Summary:

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.


Responsibilities/Duties

  • 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

Required Experience

  • 1-3 years of management experience required 

Required Education

  • Associate Degree or equivalent combination of education, technical training or work experience.

Required Qualifications

  • 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.

Program Summary

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.
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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.