Job Description

Job Description

Job Description

Acacia Network, the leading Latino integrated care nonprofit in the nation, offers the community, from children to seniors, a pathway to behavioral and primary healthcare, housing, and empowerment. We are visionary leaders transforming the triple aim of high quality, great experience at a lower cost. Acacia champions a collaborative environment to deliver vital health, housing and community building services, work we have been doing since 1969. By hiring talented individuals like you, we’ve been able to expand quickly, with offices in Albany, Buffalo, Syracuse, Orlando, Tennessee, Maryland and Puerto Rico.

POSITION OVERVIEW:

Under the direction of the Director of Operations, the Call Center Manager will oversee Primary Care’s Call Center operations and personnel. They will ensure staff are trained appropriately to consistently deliver an excellent customer experience and efficiently address the needs of the caller. This role is also responsible for establishing efficiency and quality goals for the department, collaborating with Site Managers to address and resolve patient concerns on a systems level, and collaborating with Health IT staff to expand the patient’s ability to contact the center through means such as portals or online appointment requests.

This Position pays: $33.51 per hour.

KEY ESSENTIAL FUNCTIONS:

• Recruit, supervise, manage, develop and evaluate performance of Call Center Representatives on an ongoing basis in accordance with applicable performance standards
• In collaboration with the HR, formalize a development plan for staff as well as manage employee relations issues such as provide employees with formal write-ups and suggestions for improvement, and administer terminations as needed.
• Performs ongoing call monitoring for quality assurance to ensure that service levels are met and taking corrective action, as needed
• Handles escalated service issues with individual clients or groups
• Resolves complex customer service issues and ensures appropriate follow through
• Leads regularly scheduled team meetings, asking questions to better understand the calls representatives are receiving, educate and coach staff regarding processes and practices, and explain expectations to employees
• Preparation of reports and analysis of call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Identifies trends in types of calls and workflow issues and under direction of the Director of Operations, collaborates with Site Mangers to resolve issues on a systems level.
• Facilitates the incoming referrals through platforms such as ReferralMD or the patient kiosk.
• Collaborates with Health IT colleagues to rollout different tools to expand patients’ ability to schedule appointments, request info and engage with Care Teams.
• Assisting other management team members in identifying trends and establishing call center goals
• Motivates and encourages team through positive communication and feedback

REQUIREMENTS:

• High School Diploma or GED with experience required
• A bachelor’s degree or equivalent education, training
• 3 years of supervisory experience
• 2+ years of experience working in a call center environment
• 2+ years of insurance industry knowledge desired but not required
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Strong organizational/time management
• Excellent verbal and written communication skills
• Strong coaching and leadership skills, ability to motivate employees

• Spanish is a plus

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