Call Center Manager

Who We Are:

Heal is revolutionizing the healthcare experience by putting patients first. We provide tech enabled in-home primary care services for seniors, consisting of house calls, telemedicine, and remote patient monitoring (RPM). We currently operate in California, Georgia, Illinois, Louisiana, New York, New Jersey, North Carolina, South Carolina, and Washington, with future plans for national expansion.

Since being founded in 2014, Heal has delivered over 250,000 house calls. We are proud to mention our very wide range of notable investors, including Paul Jacobs, Humana, Jeb Bush, Breyer Capital, IRA Capital, Trans-Pacific Technology Fund, Lionel Richie, and more. 

The Role:

The Call Center Manager will lead efforts to establish a centralized contact center for our business operations and will directly supervise in-house team of patient service representatives.  This role is expected to optimize, improve, and report on call center metrics including Service Level Agreements, hold queue times, abandoned call rates, missed call rates, inbound and outbound call volume, call outcomes, caller satisfaction, provide consultative services to Sales Conversion team and Patient Success teams.  Serve as subject matter expert / center of excellence owner for on all contact center activities including managing third party vendors.

Job Responsibilities:

• Responsible for the day-to-day functional supervision of a Patient Service call center

• Determine call center operational strategies

• Draft, finalize, publish, monitor, and revise workflows, call scripts and procedures

• Establish and motivate the team to meet productivity, quality, and patient services goals

• Collect and analyze call-center statistics on a daily, weekly, monthly, quarterly, and annual basis

• Monitor, improve and report on key performance metrics

• Establish quality assurance protocols and SLAs, including call recording analysis, performance scorecards and performance evaluation

• Recruit and maintain a high performing call center team by selecting, orienting, training, assigning, coaching, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; developing scripts and handbooks; planning and reviewing compensation actions; enforcing policies and procedures

• Build relationships with clinical and operations teams; use best practices for collaborating, problem-solving and servicing patient needs as a team

• Serve as first point of contact for technology concerns, as well as communication and implementation of processes within the contact center (Email, Fax, Phone, Chat, Web, Contact Center, Call Recording, Voice Overs, Reporting, etc.)

Requirements:

• 5 years of experience in customer service for healthcare (medical centers)

• 5 – 10 years of experience in call center supervisory or management role

• Passion for patient service

• Service oriented and willing to help others

• Highly reliable and follows through on an action plan

• Extremely driven and self-motivated to hit and exceed goals

• Excellent verbal, written communication, and presentation skills

• Problem solving, analytical and strategic skills required

• Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint

• Knowledge of medical terminology

• Knowledge of health care field

• Knowledge of legal and ethical considerations related to patient information

• Knowledge of customer service principles, applications, and conflict resolution

• Skill in using computer, medical records software, and customer relationship management tools

• Skill in diffusing tense situations through diplomatic problem-solving

• Skill in leading a team to meet and exceed business outcomes

• Skill in delivering outstanding patient services

• Ability to manage, monitor and motivate a remote team spread across multiple sites and work from home locations

• Ability to strategically plan for growth

• Ability to communicate effectively with patients and staff via phone, chat, in person and through email

• Ability to analyze data for decision-making, problem-solving and process improvement

Education and Experience:

• Bachelor’s degree or equivalent experience

• Firm understanding of the Call Center ACD system, Call Center Work Force Management and IVR

• Contact Center Telephony build and integration experience

• 2+ years of experience in a sales environment

Get Heal (dba “Heal”) recognizes and values the key to success is the experiences and perspectives of people from all walks of life. Heal is proud to be an equal employment opportunity employer to all individual, regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

Salary and compensation

No salary data published by company so we estimated salary based on similar jobs related to Executive and Executive jobs that are similar:

$70,000 — $100,000/year

Location

Los Angeles, CA, United States