Job: Call Center Manager

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Jobing Description

Since 1969, San Ysidro Health Center (SYHC) has been providing quality, low-cost, primary health care services to South Bay & Central/Southeastern San Diego residents. SYHC offers an extensive array of family-oriented primary health care services, including pediatrics, obstetrics and gynecology, adult medicine, dental care, mental health, podiatry, radiology, laboratory, and pharmacy. We encourage all patients to actively participate in promoting and protecting their own health. Toward this goal, SYHC offers a variety of free health education programs.

SYHC is dedicated to providing excellence in health care services and programs for all people of all ages - from infants to seniors. We are currently hiring a Call Processng Center Manager for our Call Center, located at our Business Offices in San Ysidro.

The Call Processing Center manager is responsible for the day-to-day management, supervision, and operation of SYHC‚s centralized Call Processing Center (with minimum 20 employees) for multiple medical and dental clinics throughout southeast San Diego and Southbay region. He/she ensures the highest quality of customer service, employee engagement, quality objectives, and resource allocation to meet and exceed SYHC organizational objectives.

Duties:

1. Manages the daily operation of the Call Processing center and ensures all service levels are met.

2. Trains, supervises, and motivates staff to ensure the high quality of service and customer satisfaction. Leads, coaches, and develops effective teams.

3. Collaborates with clinic leads and staff in resolving requests regarding scheduling appointments and urgent calls from customers.

4. Resolves and/or directs patient, provider, and staff complaints, issues, and concerns.

5. Analyzes daily, weekly, and monthly statistical reports and makes appropriate recommendations/forecasts regarding call volume and staff schedules. Provides accurate and relevant data to Director for use in strategic planning and access goals.

6. Responsible for all hiring, training, performance management, and all disciplinary action, of Call Center Representatives.

7. Point of contact and subject matter expert in call processing, customer experience, customer complaint handling and customer loyalty recovery practices.

8. Participates in management meetings and committees and assists with issues involving the Call Center and its integrated function within the organization.

9. Proactively alerts senior leadership of systematic issues/concerns that affect the functioning of the Call Processing Center.

10. Develops, maintains, and implements adequate and up-to-date department and corporate policies, procedures and call routing protocols as they apply to the department and ensures legal compliance in all areas.

11. Develops, implements, and trains staff on quality assurance programs, strategies, and processes, ensuring the customer experience meets SYHC standards.

12. Assists in maintenance of department equipment and supplies.

13. Maintains established objectives, quality assurance program, safety, environmental and infection control standards.

14. Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.

15. Performs other related duties as assigned or requested.

Skills / Requirements

Education: Bachelor's degree in Business Administration, Health Care Administration, or related field.
Experience: 3 years of experience in an inbound call center or centralized appointment scheduling in a healthcare setting. A minimum of 3 years direct supervision of 15-20 staff. Preferred: Experience in a Call Center department of a healthcare organization and appointment scheduling in an electronic practice management system (such as NextGen and Dentrix.) 5 years direct supervision of over 20 staff.
Technical Skills: Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail. Preferred: Call Accounting Reporting software, Automated Call Distribution system (Phone Tree), AVAYA telephone systems and AUDIX voice mail, and Electronic Practice Management system (such as NextGen and Dentrix.)

Bilingual Spanish/English a must!

To apply please submit resume to jobs@syhc.org.

SYCH is an Equal Opportunity Employer.