Call Center Manager – Nashville, TN

Call Center Manager – Nashville, TN

Posted On: 8-8-2014
Position Title: Call Center Manager
Job Location:
Nashville, TN
Apply to:
Maggie Klenke – maggie.klenke@mindspring.com

Position  Summary:       Rapidly growing healthcare services company seeking experienced Call Center Manager to manage team of patient care associates in a fast-­‐paced support and payment processing environment. Reports to COO.

Who  is    the    Company?    

The Company hiring is a Nashville, TN based healthcare billing company that works with healthcare providers to assist in maximizing revenue from patient accounts. The company is committed to uniting compassionate patient service and proprietary data analytics to improve the patients’ experience and the clients’ bottom line.

What  can    the    Company    offer    you?    

Ground  Floor    Opportunity    –    The    Company    is a rapidly growing healthcare company using its call center as the primary connection to clients’ patients, concentrating primarily on inbound calls, promises to pay and payment arrangements with patients.  Although the call center is relatively small today, the growth potential is significant and the call center manager will be a critical member of the senior leadership team guiding the direction and development of this important function.

Strategic  Design    and    Development    – The call center is on the cusp of a new direction that will maximize the net bottom line of the clients and the organization. Redesign of the systems, processes, personnel policies are already in implementation and an overall  shift in direction is underway. This is a rare opportunity to have a significant voice in the strategic direction of a call center with both the responsibility and authority to achieve great results.

Objectives    of    the    Call    Center    Department  

The call center is primarily responsible for receiving incoming calls from patients in regards to the outstanding balances on their healthcare accounts after insurance payments have been processed. While the organization is focused on providing compassionate interactions, the ultimate goal is to obtain payment on the accounts.  Inbound calling is driven by several automated outreach efforts including text messages, autodialed calls, and printed statements. Some outbound calling activity is required to follow-­‐up on payment arrangements and commitments and to contact high-­‐value accounts.  The hours of operation and staffing model are designed to achieve the highest net revenue.  The company’s IT group provides customize software to support the center’s objectives and to reduce effort and time to handle calls.

Essential  Duties    and    Responsibilities:    

  • Member of the senior leadership team, setting direction, rewarding excellence and identifying opportunities for improvement. Work closely with the leadership team to ensure company goals and high quality service are achieved.
  • Develop short and long term goals for the call center. 
  • Recommend operational changes as appropriate in response to call center productivity, volumes, trends, etc.  
  • Oversee all aspects of the call center including active and consistent daily management of the staff to ensure that calls are answered in a timely, efficient and knowledgeable manner. 
  • Provide meaningful reports to the senior leaders that communicate the successes and challenges of the call center operation and the action plans for improvements. 
  • Recruit, train and develop call center staff. 
  • Develop, maintain and analyze metrics and key performance indicators on call center operations and develop appropriate action plans 
  • Maintain high levels of service to callers with compassionate interactions 
  • Maximize net revenue to the clients and the Company  
  • Work closely with IT department to develop systems, reporting and other tools to achieve organizational goals in the call center. Manage implementation of any new systems, technologies or processes. 
  • Develop staffing models and personnel schedules that meet current requirements and identify models that will assist in determining staffing requirements for new client additions. 
  • Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required
  • Develop and administer appropriate quality control mechanisms. Ensure that performance feedback and coaching is provided regularly to each team member. 
  • Develop and administer motivational and incentive programs
  • Set and communicate clear expectations and goals for employee performance and responsibilities 
  • Develop and administer personnel policies within the call center that are consistent with the company and manage individual performance improvement plans as required 
  • Handle escalated calls as required and follow-­‐through on patient or client issues as needed. Serve as a subject matter expert on the company’s offerings and issues discussed in call center interactions with patients. 
  • Ensure compliance with all governmental and regulatory requirements within the call center  

Knowledge/Skills:  

  • Strong knowledge of Call Center operations, preferably in a healthcare environment
  • Ability to lead and motivate others
  • Superior verbal communication and strong interpersonal skills
  • Demonstrated success establishing trust and rapport in a team environment
  • Strong understanding of patient and client needs and requirements
  • Natural flair for coaching, motivating, and interacting with people
  • Effective listening and organizational skills
  • Prior work experience with ACD systems

 Qualifications:  

  • 3 years of call center management experience
  • Bachelor’s Degree
  • Flexible schedule to work all hours of operation
  • Experience in hiring, managing, mentoring, coaching and leading a call center team
  • Proven success in a performance-­‐based culture
  • Demonstrated success establishing trust and rapport in a team environment
  • Healthcare experience in a customer service operation highly desired
  • Ability to work in a fast-­‐paced environment with flexibility to quickly adapt to change.
  • Expertise in data extraction, data analysis, performance metrics, dashboards and preparation of professional excel-­‐based reports and presentations
  • Experience in workforce management and scheduling highly desired
  • Ability to effectively communicate orally and in writing with all levels of personnel in a professional manner
  • Proficient PC skills

AAP/EEO  Statement:    

The Company provides equal employment opportunity to all individuals 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.