Call Center Manager

You must live in the United States.

Salary range: $75,000-$85,000

Hours: Monday-Friday 8am-5pm (hours may change due to business needs) 

Access Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service.  Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.

We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.

Summary:

The Call Center Manager is responsible for leading a team of call center associates who are interacting with patients telephonically on a day-to-day basis. Daily duties include training, monitoring, mentoring and assisting associates with call handling and trouble shooting. Handling escalated calls professionally and serving as a role model for the team. Pro-vide assistance in developing training tools and resolving process issues to improve performance for our clients. Ensure team quality and productivity goals are achieved on a daily basis.

Essential Functions:

• Oversee all aspects of daily team activities.
• Onboard new employees and work closely with them to bring them to full capability. 
• Monitor key productivity indicators such as wait times, abandonment rates, etc. to ensure the team stays focused on serving our clients.
• Responsible for helping to resolve problems and complaints. Assists with escalated calls.
• Communicate solutions, successes and opportunities to the team with an eye on continual improvement.
• Perform call monitoring, coaching, and training, disciplining and reviewing team daily, weekly and monthly. 
• Work to consistently have tools and aides for employees that are accessible, accurate and current to ensure that the team receives appropriate support and training.
• Foster a team mentality and approach to improvement and serving our customers well. 
• Be present and available for your team, communicate positively and provide feedback and constructive criticism.
• Keep track of attendance, daily statistics, paid time off, sick time, etc. 
• Be available to affect the entirety of the team’s operations.
• Maintain departments policies and procedures, reviewing and updating as needed.

Benefits:
At Access Point and Lifepoint Health, our Mission of Making Communities Healthier extends to our employees. We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, PTO, medical, dental, vision, tuition reimbursement, and an Employee Assistance Program. 

Access Point and Lifepoint Health are committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law

Qualifications -

Education:

• 3+ year’s management experience including hiring, training, coaching and discipline required. 

Experience:

• 3+ years call/contact center management experience, focusing on inbound and outbound call programs.

• Healthcare image scheduling experience preferred. 

Pay Transparency Notice (Washington State)

If you believe this job posting does not include accurate or complete pay information in accordance with the Washington State Equal Pay and Opportunities Act, please inform us immediately.  You can contact us at 833-271-4269 to report the issue.  For more information on your rights under Washington’s pay transparency laws, visit the Washington State Department of Labor and Industries website at: https://lni.wa.gov

Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier. Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
We employ and provide care to people from all walks of life. We are committed to promoting healing, providing hope, preserving dignity and producing value with an inclusive workforce in which diversity is leveraged, respected, and reflective of the patients, family members, customers and team members we serve.