Call Center Manager

Job Title: Call Center Manager (Full On-Site near Bloomington, MN)

Location (city, state): Bloomington, MN

Hours: Monday-Friday 8AM-430PM

Industry: Healthcare

Pay: Up to $70K, depending on experience

About Our Client:

A leading provider in the healthcare industry, the organization values hard work and rewards dedication with a supportive workplace culture. Employees are given opportunities to grow and are part of a team that celebrates achievements with regular company-wide events. They are committed to providing high-quality care to its patients and is always looking to add skilled and dedicated professionals to their team.

Job Description:

As the Call Center Manager, you will play a crucial role in ensuring the operational flow and routine of the call center is at peak efficiency. You will be responsible for leading a team of 1 supervisor and 10 call center representatives in scheduling, patient financial inquiries, and general questions. You will create the schedule for the call center representatives, monitor and review physician schedules, manage new patient allocations and open appointment slots, monitor answering service and website emails; ensuring timely follow up to the patient, manage reminder calls/texts/emails within the EMR system, manage patient portal invites, patient questions, and administrative set up, serve as the point of contact for physician call ins and time off requests, ensure chart preparation is completed accurately and efficiently, manage patient experience-ensuring best practice and core values are met by each team member, ensure the clinic is opened and closed per standards, participate in leadership meetings, conduct 1:1 conversations with your team, perform auditing routines, and report KPIs to senior leadership.

Key Responsibilities:

• Manage of team of 10-11 individuals
• Provide excellent customer service
• Manage work flows and ensure team is working efficiently
• Complete monthly and quarterly reports and adhere to KPI standards
• Conduct monthly reviews with managers to update on patient accounts
• Conduct one-on-one’s with staff, respond to questions
• Train, develop, and retain new representatives
• Participate in meetings with the senior leadership

Requirements:

• Stability in work experience.
• Call center experience, ideally in healthcare.
• Previous management experience preferred
• Proficiency in using MS Office applications as well as EMR systems

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request. 

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