Patient Support Center Manager
On-sitePhoenix, Arizona, United States
Job Summary
Lead the patient call center environment by meeting service measurements, quality standards, and customer expectations while acting as a liaison between patients, staff, and management. Conduct needs assessments, performance reviews, and capacity planning to determine operational strategies, then monitor system performance to resolve issues and drive process improvements. Manage human resource objectives by recruiting, training, coaching, and disciplining employees, while enforcing policies and planning compensation actions. Collaborate with Area Managers and Practice Administrators to support clinical sites and ensure patient care aligns with organizational goals. Travel to multiple sites as needed and promote interdisciplinary communication to enhance quality across the healthcare system.
Required Qualifications
- High school diploma (or GED) from an accredited institution
- Advanced training
- Minimum of two (2) years of Management/Leadership experience in a call center environment
- Valid Level One Fingerprint Clearance Card issued by the Arizona Department of Public Safety for all specialty behavioral health locations
- Ability to build and foster a high-performance team environment
- Ability and desire to coach and mentor others
- Bilingual- English/Spanish
- Travel to multiple sites
- Exposure to weather conditions prevalent at the time when traveling to various clinic sites
- Close vision
- Distance vision
- Color vision
- Peripheral vision
- Depth perception
- Ability to adjust focus
- Ability to lift and/or move up to 25 pounds without assistance
- Ability to lift or move up to 50 pounds with assistance
Desired Qualifications
- Bachelor's degree
- Medical call center experience
- Proven track record of delivering strong performance results
- Excellent communication skills
- Excellent interpersonal skills
- Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM)
- Ability to problem-solve and to think tactically and identify significant success factors
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