Manager of Call Center

Riverside Medical Clinic Responsibilities Come and join the RMC Family! We have been in the community since 1935. Our mission is to provide comprehensive multi-specialty medical services in the greater Riverside region. Your passion, inspiration, and talents are invaluable to us and our mission to serve others. Our facility can provide a place for you to thrive and continue your professional development. Quality healthcare is our passion, improving lives is our reward. We are working to change lives and transform the delivery of healthcare. Riverside Medical Clinic is the best place to work, practice medicine, and receive care. Summary Under the direction of the Director of Patient Engagement is responsible for the active on-going coordination of patient services throughout the medical group. Interprets and supports philosophies and policies of the Patient/Clinical Department to all personnel. Qualifications To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience: Bachelor's degree (B.A/B.S) from four-year College or university required. An associate's degree plus four years of experience in lieu to a bachelor's degree accepted. Minimum of five (5) years medical group office experience including insurance billing and coding, HMO experience preferred. Five (5) years previous supervisory experience required. Five (5) years Call Center management - 50+ seat operation. Certificates, Licenses, and Registrations: Current California Driver's License and BLS certification required. Essential functions: Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job's purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Develops and implements policies, protocols, and procedures. Drives standardization and maximizes efficiencies across Call Center. Manages the success of the operation meeting all service level indices, Productivity, Cost Containment and Quality metrics. Supervises, disciplines, and evaluates the performance of direct and indirect reports. Make recommendations regarding employment, performance evaluation, employee development, salary changes, promotions, transfers and termination. Assesses, coordinates and evaluates the orientation and continuing education needs of employees. Assesses needs and coordinates the allocation of employees and resources. Continuously evaluate and improve the systems, procedures, and methods used in accomplishing departmental workflow. Assist with Patient Care Service activities when necessary. Prepare reports. Establish work procedures, prepare work schedules, and expedite workflow. Assists in the configuration of, and monitors inbound and outbound channels to mitigate downtime and ensure the operational integrity of systems and applications. Interfaces with other departments, such as IT/IS, telecommunications, internal advertising agency, field/clinical operations, and outside vendors to configure and maintain systems & processes essential to consumer and patient access. Direct and assist staff in conflict resolution and act as an information resource. Maintain employee attendance records. Uphold RMC Attendance policies providing coaching and disciplinary actions as needed. Verify employee time sheets and submit time sheets to payroll. Assist and prepare annual employee performance evaluations. Supervise staff in areas of employee relations, recruitment, hire, coach and termination. Conducts staff meetings; employee safety training is completed every quarter and assures all employees receive proper training. This opportunity offers the following: Challenging and rewarding work environment Growth and Development Opportunities within UHS and its Subsidiaries Competitive Compensation About Universal Health Services One of the nation's largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. During the year, UHS was again recognized as one of the World's Most Admired Companies by Fortune; and listed in Forbes ranking of America's Largest Public Companies. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. EEO Statement All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success. Wellington Regional Medical Center