Clinic / Call Center Manager

Clinic and Call Center Manager

We are seeking a dynamic, experienced Clinic and Call Center Manager who is passionate about making a difference in our community. If you thrive in a fast-paced, caring, and compassionate environment, we want to hear from you!

The Mission of South-Central Family Health Center is to improve the quality of life for the diverse community of inner-city Los Angeles by providing affordable and comprehensive health care and education in a welcoming and multicultural environment. To lead the way in health care in South Los Angeles, as the premier provider and employer of choice offering comprehensive, high-quality, affordable, efficient, and culturally responsive services.

The Clinic and Call Center Manager will train patient services, Telephone Operators staff on functions of financial screening/eligibility for all programs in conjunction with the billing department; ensure that patients are processed in a timely and accurate manner; actively participate in patient flow committee; provide monthly work schedules to staff; conduct performance management and evaluations for staff; stay abreast and implement various program changes; compose and submit reports as needed/required; attend trainings, workshops, and seminars. Ensures members receive prompt, efficient, and high-quality service. Manages all call center activities to meet customer service needs of patients and to achieve productivity goals.

Essential Job Duties:

• Lead and supervise the call center team to ensure they meet the organization customer service standards.
• Conduct regular audits to ensure the call center is functioning well and meeting all compliance standards.
• Provides training and coaching and counseling to team members for the purpose of developing the team and maintaining the organization's objectives.
• Understands the SCFHC organizational goals and key performance indicators and takes the necessary actions to achieve desired results
• Must comply with regulatory compliance and assigned training requirements, including, but not limited to regulations corresponding to job duties; manages risk within area and implements risk mitigation strategies and activities as appropriate
• Responsible for all functions of Patient Services including intake, outtake, financial screening/eligibility
• Train staff on all programs, including PPP, EAPC, CPSP, Family Pact etc.
• Performance management, including evaluation and discipline of staff
• Monitor clinic flow and works with Clinic Administrator, lead MA, and providers to ensure that patients move effortlessly through the clinic
• Active member of patient flow committee and attend meetings as scheduled
• Review and render determination on PSR grievances
• Work on special projects when directed by supervisor or member of senior administrative staff
• Monitoring incoming calls to ensure that agents can handle the volume of calls that come in and take appropriate action if an agent is unable to handle a call.
• Contributing to the overall objective and target setting for the call center.
• Managing customer service operations, ensuring an efficient resolution to the customers' inquiries and complaints.
• Monitoring and assessing the performance of the call center staff.
• Managing staff scheduling to ensure adequate coverage during operating hours.
• Collaborating with management on staff hiring, training, and performance evaluations

Qualifications & Experience:

• AA Degree or equivalent work experience required
• BA Degree prefer
• High School Diploma required
• Demonstrate knowledge of safety, infection control & emergency policies and procedures.
• Must have a minimum of 1 year of prior supervisory experience, preferably in a clinical setting, including effective customer service methods.
• Medical billing experience and knowledge of medical terminology preferred
• Understanding and familiarity with call center operations, including use of relevant software and equipment.
• Training and coaching skills to help team members improve their performance and achieve their potential.
• Patience and resilience to handle stressful situations and difficult customers effectively.

Skills & Abilities:

• Understanding and familiarity with call center operations, including use of relevant software and equipment.
• Strong leadership and supervisory skills to oversee the call center team and manage their performance.
• Problem-solving and decision-making skills to address customer complaints, operational issues, and employee conflicts in a timely and effective manner.
• Ability to analyze data and metrics to assess team performance and implement necessary changes or improvements.
• Must be able to communicate effectively in English/Spanish, both verbally and in writing
• Excellent organizational and project management skills
• Ability to adjust to fluctuating work volume
• Ability to complete appropriate documentation in an accurate and timely manner
• Effective completion of schedules to optimize patient needs
• Maintain low error rate for billing charges

Top benefits or perks:

• Benefits: Health care, dental, life insurance
• 403 (b) Retirement plan
• Education Reimbursement

South Central Family Health Center