Clinic / Call Center Manager

Job Description

Job Description

Title: Clinic and Call Center Manager 

Base Salary Range : $72,000 - $78,000 plus benefits

FTE : Full-time, Exempt

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!

Our Mission: 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.

General Summary: 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. The ideal candidate will have to perform some of the following 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:  

As a team member at South Central Family Health Center, you’ll enjoy competitive wages and generous benefits:

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