Contact Center Manager

SUMMARY OF POSITION Centerstone is committed to delivering care that changes people’s lives. The goal of the Centerstone Contact Center is to provide an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. These inquiries will be met with an excellent customer experience that includes screening, appropriate referral, scheduling, and support, all while striving for single call resolution. The Contact Center Manager is an integral component of our Contact Center team, requiring excellence in leadership, reporting, and contact center management. ESSENTIAL DUTIES & RESPONSIBILITIES Manage the day-to-day operations of the Contact Center Team. Monitor Contact Center Call Dashboard to ensure adequate staffing is available to incoming inquiries dependent on call volumes. Handle escalated customer interactions and provide timely solutions and recommendations to the Contact Center Staff as needed. Utilize Contact Center Lead as needed for direct management of Contact Center Specialists. Provide mentoring, coaching and development to team members via one-on-one meetings, team meetings, and call monitoring audits for increased efficiency and effectiveness. Responsible for Contact Center performance management; ensure workforce has the skills and tools needed to provide optimal service through training. Partner with technology staff and senior management to resolve software and hardware issues. Disseminate updated troubleshooting and workflow documentation to staff. Report and monitor all incidents of HIPAA violations and system issues within established guidelines. Fill open positions as needed and manage staff onboarding. Responsible for Contact Center workforce management; monitor monthly work schedules for adequate staffing levels with consideration of vacation, time of requests, and call volume statistics. Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives. Responsible for contact center team training including new hire training, continuous education, and delivering new product training. KNOWLEDGE, SKILLS & ABILITIES Effectively communicate via written, verbal, and virtual methods. Knowledge of basic contact center technology. Excellent customer service skills. Familiarity with federal HIPAA and CMS regulations. Knowledge of insurance benefits structures. Strong working knowledge of behavioral healthcare terminology and healthcare landscape. Prior experience using an EMR, CRM, and/or scheduling software. Advanced reporting and analytics skills. Experience with various IT systems and familiarity with desktop applications, especially MS Windows Applications (Excel, PowerPoint, Word, etc). Excellent attention to detail, and ability to meet deadlines. Ability to foster an environment of team-driven success through individual contribution and accountability. QUALIFICATIONS Education Level: Bachelor’s Degree in human services, psychology, social services, education or related field preferred. Years of Experience: Minimum of four years of related experience in a healthcare customer service call center, patient engagement, or patient care management experience, along with a minimum of two years of experience leading and building effective teams. Certification/Licensure: None required. PHYSICAL REQUIREMENTS Standing – 10%; Sitting – 90%; Squatting – occasional; Driving – occasional; Kneeling – occasional; Lifting – occasional; Bending – occasional. BENEFITS Medical, dental, and vision health coverage Flexible Spending and Health Savings Accounts 403b retirement plan with company match Paid time off and ten paid holidays AD&D Insurance, Life Insurance, and Long Term Disability (company paid) Employee Resource Groups Continuing education opportunities Employee Assistance Program EEO STATEMENTS Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect. #J-18808-Ljbffr