Manager - Call Center Operations - Clinical

Description: • Manage the implementation, maintenance and evaluation of organizational goals and strategies within the call center environment • Manage the daily operations of 24 hour, seven days a week call centers • Mentor subordinate site management in effective leadership and management skills • Serve internal and external customers through oversight of service delivery to exceed quality audit goals and successful and timely problem resolution • Build effective workforce through identification of key characteristics for call center roles; actively engage in recruiting activities, and active achievement of staff job description responsibilities • Ensure sufficient staffing to meet contractual, quality and compliance goals • Oversee planning and delivery of training and orientation of staff with resultant positive employee, member and client satisfaction scores • Develop, implement and monitor performance standards for staff as demonstrated by client and customer satisfaction and feedback, and achievement of quality monitoring and productivity goals • Serve as a liaison to internal and external customers to resolve client-based or contractual issues • Ensure development and implementation of unit and department work flows as evidence by increased efficiencies and decrease in concern trends • Accountable for fiscal management within budgetary parameters and effective allocation of resources within responsible call center • Administer policies and procedures and ensures compliance • Maintain and monitor compliance with regulatory standards as evidenced by successful site audits and adequate licensure coverage for lines of business • Accountable for oversight of facilities’, equipment and vendor agreements • Research and implement “best practices” in industry • Responsible for successful integration of acquisitions, programs, and new business as measured by customer and client feedback • Performs other duties as assigned Requirements: • Bachelor’s degree in Nursing or other related field • Certain programs may require a Master’s degree in Social Work, Counseling, Psychology, Marriage and Family Therapy or Substance Abuse Counseling as alternative • 5+ years of relevant clinical and administrative experience • Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff • Call Center experience preferred • Must have one of the following: RN, Licensed Professional Counselor, Licensed Clinical Social Worker, Licensed Marriage and Family Therapist, Licensed Psychologist, or Licensed Independent Substance Abuse Counselor Benefits: • competitive pay • health insurance • 401K and stock purchase plans • tuition reimbursement • paid time off plus holidays • flexible approach to work with remote, hybrid, field or office work schedules Apply Job! Apply to this Job