Requisition Number: LA005-PRGMG-H-08-2020-02
Job Title: Care Center Manager
City: New Orleans
State: LA

Minimum Degree Required: A - High School/GED
Minimum Years of Experience: 3
Salary Range: $33,000-$45,000/year

Care Center Manager

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Description/Job Summary

Have you heard? Resources for Human Development (RHD) is hiring!

Our ideal candidate is values oriented, service driven, and not just looking for their next job, but a career.

Is that you?

Who We Are

We are a DIFFERENT kind of company!

As employee of RHD, your ideas, thoughts, and experience will be valued. RHD emphasizes group decision-making and multi-level thinking, so that staff has maximum authority, creativity, freedom, and support to help meet the needs of the people we serve, without the cumbersome centralized bureaucracy.

How Will You Make An Impact

RHD is seeking a full time, Care Center Manager  who is responsible for coordinating the functions of the Care Center, the primary point-of-entry for those seeking state-sponsored mental health, developmental disabilities or substance abuse services in Orleans, Plaquemines or St. Bernard parishes through the Metropolitan Human Services District.  The Care Center Manager will oversee the day-to-day operations of the center, ensuring excellent customer service by way of complete and accurate call documentation, ongoing employee supervision and training and maintaining optimal staff coverage. The Care Center Manager will work closely with representatives from the funding agency and will report directly to the MCRT and Care Center Program Director.

What We Offer

  • Full Benefits Package
  • Paid Time Off
  • Free Virtual Fitness Classes
  • Scholarship and Tuition Programs


Duties and responsibilities

•Accountable for demonstrating the qualities outlined in the Care Center Customer Service Standards when interacting with callers

•In collaboration with the Program Director, develop policies and procedures and implement process improvements that ensure efficient work flow processes

•Assures that work assignments and staff schedules are distributed in a manner to support the Care Center team

•Develop specific, time-framed measurable Care Center goals and objectives

•Assure compliance with all organizational standards including RHD policies and procedures, HIPAA, accreditation requirements and all other requirements

•Monitor calls in the Care Center to observe employee demeanor, technical accuracy and conformity to policies and standards

•Assure that pertinent information is effectively communicated to staff within the Care Center regarding scheduling changes related to provider schedules, telephone messages, triage calls, and access

•Supervise Care Center staff including hiring, training, evaluating performance, disciplining, and coordinating all employee related matters

•Monitor and report call volumes and access to telephone services

Required Experience

  • 3-5 years of Call Center Experience required
  • Prior CISCO Finesse experience (2-3 years preferred)
  • Prior QMS (Quality Management System) experience (2-3 years preferred)
  • Call Center Management/Supervisory experience (1-2 years preferred)

Required Education

  • High School Diploma required
    • Bachelor’s Degree in a Health Care related field preferred.

Required Qualifications

  • Knowledge of HIPAA laws and regulations
  • Excellent verbal and written communication skills
  • A valid driver’s license and up-to-date auto insurance

Program Summary

The Metropolitan Human Service District Care Center is the point of entry (POE) for Metropolitan Human Service District handling all inquiries for any services. Care Center goal is the provide quality customer service for the uninsured and Medicaid recipients in 3 parishes: Orleans, St. Bernard, and Plaquemines Parish.

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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.