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Manager Call Center Operations

Providence Health & Services
United States, California, Brea
April 16, 2024
Description The Call Center Manager is responsible for developing and managing employees and processes while ensuring the highest level of service and patient satisfaction through a variety of customer contact channels that includes but not limited to phone, email, web/love chat, video, social correspondence. The manager will have experience in and knowledge of industry trends and will understand the impact of these performance metrics on clinic operations and patient satisfaction. Will work to ensure all patients receive a high-quality contact center experience and report on corresponding data metrics daily, weekly, monthly and annually. The manager will also oversee clinic schedules, audit scheduled appointment length and creates rules around scheduling. Demonstrates understanding of and provides daily operational leadership guidance, development, and succession planning for a growing team that includes Workforce Management, Appointment Center Supervisors, and Contact Center Representatives. Providence caregivers are not simply valued - they're invaluable. Join our team at Providence Medical Foundation and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them. Required qualifications: Bachelor's degree in healthcare or related field or equivalent education/experience Upon request: Driving may be necessary as part of this role. Caregivers are required to comply with all state laws and requirements for driving. Caregivers will be expected to provide proof of driver license and auto insurance upon request. See policy for additional information. 7 years' Management experience including hiring, training, coaching and separation. 5 years' Contact/call center management experience, focusing on call placement as well as queue management and forecasting. 3 years' Healthcare experience with various aspects of acute and post-acute care that can be demonstrated through a solid understanding of operations. Why Join Providence? Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities. About Providence At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable. The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities. Check out our benefits page for more information about our Benefits and Rewards. Requsition ID: 274958 Company: Providence Jobs Job Category: Customer Service Job Function: Administration Job Schedule: Full time Job Shift: Day Career Track: Leadership Department: 7520 PATIENT ENGAGEMENT CENTER CA HERITAGE SERVICES Address: CA Brea 955 W Imperial Hwy Work Location: St Jude Heritage Medical Grp-W Imperial Hwy Brea Pay Range: $40.98 - $64.88 The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities. Check out our benefits page for more information about our Benefits and Rewards.