Call Center Manager

The role

The Manager of the Contact Center and Patient Engagement oversees scheduling operations for an inbound and outbound patient appointment scheduling contact center. This leader manages a team of supervisors and agents to meet service level agreements and improve call performance.

What you will do

• Provide leadership that mentors, develops, and guides team members.
• Oversee patient schedule management including setting SLAs and building processes.
• Direct and manage a team including Supervisors, Scheduling Center Agents, and other Contact Center personnel.
• Collaborate with IT to ensure smooth operational processes.
• Oversee outbound and inbound call strategy including staffing and call prioritization.
• Actively oversee the hiring process for new team members.
• Partner with leadership to develop orientation and training programs.
• Formulate policies and procedures that guide the Contact Center operations team.
• Ensure compliance with regulatory guidelines such as HIPAA and Privacy Act.

Required qualifications

• 4+ years of progressive advancement in contact center operations management
• At least two years managing contact center staff of at least 30
• Experience using data to manage SLAs and KPIs
• Bilingual in English and Spanish
• Strategic and analytical thinker with experience building strong systems and processes
• Experience with analytically heavy operations projects
• Proven track record managing people to achieve their highest potential
• Strong problem-solving, critical thinking, creativity, and business acumen
• Self-starter with the ability to drive projects with minimal oversight
• Comfort with and excitement for building new things

Nice to have

• strategy consulting experience is a plus
• Vendor and offshore contact center management experience is preferred

About the company

NeueHealth is a value-driven healthcare company that delivers clinical care through owned clinics like Centrum Health and Premier Medical. They aim to make healthcare accessible and affordable through a consumer-centric approach.