Responsible for managing, organizing, and coordinating outbound and/or inbound call center programs. Serve as liaison between clients, internal resources/departments, and outside vendors. The Regional Call Center Manager, in collaboration with the Business Unit Director, must ensure that agreed client objectives are met or exceeded in a manner that is fiscally responsible for both the client and Ashfield. Directly or through supervisory staff, manage team(s) of Healthcare Communicators and/or Licensed Healthcare Communicators.
What will you be doing? - Ensure that all client needs are met with a high degree of quality on time and within budget.
- Offer recommendations to ensure successful program implementation and ongoing operation.
- In partnership with the Business Unit Director, manage all aspects of project start-up, including developing strategy and tactics for program implementation, creating scripts and logic flow, counseling of clients to develop programs which meet legal and regulatory guidelines and developing reporting protocols and templates.
- Development and delivery of initial training programs.
- Manage all aspects of ongoing program support including, but not limited to, call monitoring for quality, providing ongoing training support, providing client with program updates and reporting, interfacing with clients, internal departments and vendors.
- Provide day-to-day supervision, directly or through supervisory staff, of the Communicators or Specialists.
- In coordination with direct manager and supervisory staff and as dictated by program needs: implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members; conduct new hire interviewing; coordinate new hire training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels.
- In the event of staff shortages, develop a contingency plan to maintain adequate coverage levels.
- Provide reports at designated frequency to clients, direct manager and/or others as requested.
- As appropriate within the environment, assist in the development of quality improvement programs as a means to increase productivity and improve service levels.
- As appropriate within the environment, develop call center policies and procedures.
- Probe, clarify and determine clients' needs to develop effective solutions.
- Make recommendations on the best methodology and implementation methods for client programs.
- Maximize staff utilization and program profitability.
- Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
- Organize the tasks and sequence that needs to be achieved to meet agreed upon commitments, taking into account resource requirements while scheduling, prioritizing activities, and anticipating problems and obstacles.
- Respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise.
- Convey written information clearly and effectively through both formal and informal documents. Convey information orally, in such a way that the recipient(s) comprehends the message.
- Ability to remain calm during all situations; provide constructive feedback; able to inspire teamwork and respect.
- Proficiency with managing the client and delivering program within scope and budget.
What do you need for this position? - Bachelor Degree or equivalent work related experience
- Project management experience in healthcare-related setting preferred
- Five years' experience supervising within a Call Center operation.
- Critical thinking and creative problem solving skills
- Solid relationship building skills
- Highly organized, detail-oriented
- Excellent communication and customer service skills
- Must possess the ability to train and motivate staff members.
- Ability to work independently, and exercise sound judgment with regards to issue escalation.
- Outstanding customer service, communication, and interpersonal skills.
- Adept at all applicable computer software, i.e., Microsoft Office, client and Ashfield project specific systems and Ashfield's or client call management system. Word, Excel, call management system and Outlook.
The base pay range for this position is $67K - $124K per year. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.
