Job Description

The Call Center Manager manages the daily operations of the Outreach Call Center through supervision of staff performance, productivity and process. Assists in the development and monitoring of work guidance and performance measures to meet service goals. Manage and provide regular reports, and assists with making recommendations to the Director based on consistent interaction with the staff and patient accounts associated with DECO. Monitors the quality of the customer services rendered through the call center and manages the daily execution of the call campaigns for DECO facilities.

Qualifications

• Some college and at least three plus years of related experience and/or training
• Familiar with an automated call distribution system, preferably could-based contact platforms, i.e., RingCentral, TalkDesk, Genesys Cloud, 3C Logic, or Five9
• Experience with call center workforce management, monitoring productivity, quality assurance, and reporting
• Proficient with Microsoft products
• Thorough knowledge of the Medicaid application and appeals process
• Advanced interpersonal skills and the ability to communicate effectively in writing and verbally
• Hospital patient financial services experience preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.