Job DescriptionJob Summary:
Responsible for managing and overseeing the daily operations of the Clinical Call Center to ensure processes are in compliance with Federal State regulations and standards. Serves customers by planning and implementing call center strategies and operations, improving systems and processes, managing staff. Supervises and directs the activities of various levels of assigned personnel using both professional and supervisory discretion and independent judgment.
Job Requirements:
Education and Work Experience:
- Bachelor's Degree or equivalent combination of education/related experience: Required
- Master's Degree: Preferred
- Five year's managed care experience: Preferred
- One year's leadership experience: Preferred
- Call center experience: Preferred
Essential Functions:
- Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs and installing upgrades.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees. Administers scheduling systems. Communicates job expectations. Plans, monitors, appraises and reviews job contributions. Plans and reviews compensation actions. Enforces policies and procedures.
- Meets call center financial objectives by estimating requirements. Works closely with the Director on preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Performs other job-related duties as assigned.
Organizational Requirements:
Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.
