Call Center Manager

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Job description

Overview:
United Vein & Vascular Centers is a life-changing healthcare innovator that is rapidly expanding access to state-of-the-art, minimally invasive vein and vascular care as we grow our footprint across the country. The unparalleled outcomes we achieve are made possible by dynamic team members like YOU working alongside our exceptional team of skilled physicians and passionate staff. Join us on our journey to transform lives as we raise the bar for patient service and outcomes! Explore exciting career opportunities with United Vein & Vascular Centers and unlock your potential!

We offer a supportive culture that is driven by deep commitment to the success of our patients and our teams. We invest in YOU and are dedicated to creating individualized opportunities for career advancement. In addition, we invest in our employees by offering:

Competitive compensation package

Outstanding work life balance

Health, vision, and dental benefits

401K plan match

Life insurance (100% company paid)

PTO and paid holidays

We invest substantial energy and resources in building a highly-engaged culture where your voice is heard, you are connected to a community of professionals who share your values, and you can thrive.

Responsibilities:
The Call Center Manager (Patient Engagement Manager) is responsible for leading, developing, coaching, and managing a team of 5-10 Patient Engagement Representatives within a call center environment.

Ensures development and overall supervision of call center team.

Coaches and trains the agents on all aspects of the patient experience.

Manages and delivers on company defined KPI's.

Manages individual performance including attendance, productivity, and quality of patient interactions.

Develop and document work flows and process improvements.

Leverages technology to solve business problems.

Effectively communicates and implements changes within Patient Engagement team.

Writes and delivers associate performance reviews.

Assists in interviewing and hiring new employees.

Handles patient and employee escalations.

Works with Patient Engagement Senior Manager and Senior Director to identify and develop plans to address barriers to patient satisfaction and presents solutions.

Demonstrate and promote a work culture committed to UVVC's Core Values: Understanding, Nurturing, Ingenuity, Trust, Excellence, and Diversity.

Demonstrate behaviors that are consistent with UVVC's Standards of Conduct as outlined in our Employee Handbook.

Maintain the confidentiality and security of Protected Health Information (PHI) in accordance with UVVC policies, the Health Insurance Portability and Accountability Act (HIPAA), and other applicable laws and regulations. PHI is a top priority of our organization.

Other duties as assigned.

Qualifications:
HS Diploma or GED required. College degree preferred.

3-5 years of call center experience managing and leading teams of 5+ employees OR 2+ years working in UVVC's call center while demonstrating high performance and leadership.

Healthcare experience preferred.

Excellent verbal and written communication skills.

Proficient with MS Office.

Must have strong organizational skills and attention to detail.

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