Call Center Manager
RemoteUnited States
Job Summary
Manage a team of call center representatives by overseeing daily operations, providing training, and monitoring productivity. Address clinical, administrative, and advanced scheduling inquiries while triaging issues and notifying appropriate units for resolution. Provide guidance on content and policies, ensuring adherence to standard operating procedures and confidentiality records. Maintain HIPAA compliance and document sensitive information accurately within a clinical setting. This role requires a Bachelor's degree or relevant nursing license, with 5 years of customer service experience and 3 years in call center environments. Bilingual Spanish/English proficiency is preferred. The position is located in a medical setting with a focus on higher education routing services.
Required Qualifications
- Experience in a call center and managing a team of call center representatives
- Ability to think critically and work efficiently within a team environment
- Ability to triage any issues that may arise and notify appropriate units to resolve them
- Expert knowledge on call center standard operating procedures (SOP)
- Capacity to train and mentor
- Efficient at maintaining and documenting confidentiality records
- Experience working within HIPAA Compliance and clinical setting
- Adhere to a high standard of professional conduct and possess strong interpersonal skills to work effectively with people
- Able to train and educate team members in various topics pertinent to the call center
- Strong knowledge of computer-based systems such as Excel, Word, PowerPoint with the capacity of learning new systems
- Maintain a high level of confidentiality
- Excellent time management and organizational skills
- Demonstrate flexible and creative problem-solving skills and critical thinking
- Bachelor's degree or RN, LPN, LVN in a medical setting
- 3 years of experience as a Medical Call Center Representative, Medical Customer Service Representative, or related roles with a robust knowledge of the medical field, authorization requirements, HIPAA, GCP, HSP
- Must maintain certification in HIPAA, Human Subjects Protection (HSP), and Good Clinical Practice (GCP)
- 5 years And 3 years in customer service and call center environments, utilizing varied communications systems (e.g., phone, email, social media)
- Experience supervising and/or managing a team, with excellent guidance, coaching and problem-solving skills for time-sensitive, high-stress situations
- Excellent written and oral communication skills, able to perform research, confirm accurate information and appropriately share relevant information to appropriate parties
- Excellent critical reading, analytical and presentation skills
- Experience with Microsoft Office (e.g., PowerPoint, Visio) and varied communications systems
- Excellent phone demeanor
- Demonstrated multi-tasking skills and ability to remain calm under pressure
- Ability interpret policies, implement applications, and establish workflows
Desired Qualifications
- Prior comparable experience that relates to the following position goals
- Bilingual in Spanish/English
- Familiarity with routing services in higher education environments
- Preferred Experience: 7 years
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.