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

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