Contact Center Manager - APLA Health

POSITION SUMMARY:

Under the direction of the Chief Clinical Operations Officer, the Contact Center Manager is responsible for the daily operations of the contact center and supervision of the contact center specialists. Their duties include hiring and training Contact Center Specialists, establishing goals for contact center staff to follow and resolving any customer issues or other contact center problems that occur.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Hire, onboard, and train contact center personnel.

· Plan, organize, implement, and monitor contact center operations, including but not limited to, the following areas:

o Customer service

o Appointment Scheduling

o Communication with patients/clients, external agencies (e.g. MedPOINT, HCLA IPA, Regal IPA, etc.), and/or other APLA Health staff.

· Coach contact center staff through challenging customer service issues.

· Manage staff by assigning and delegating tasks as needed.

· Monitor, coach, and appropriately discipline under-performing staff

· Oversee staffing including attendance, tardiness and time off requests and review accuracy and ensure that all direct reports are recording time worked accurately in the PayCom system.

· Provide phone coverage due to staff shortages as a result of call outs, vacations, etc.

· Analyze contact center data and prepare reports for clinic/upper management.

· Evaluate staff effectiveness and perform regular check-ins and performance evaluations with direct reports annually and on an as-needed basis.

· Lead team meetings and give presentations to clinic management as requested.

· Analyze, establish, implement, and monitor operational goals using statistical data to determine workload, productivity, and effectiveness of the contact center team.

· Develop monthly, quarterly, and annual contact center goals and action plans.

· Prepare work schedule to ensure efficient coverage.

· Exhibit cultural competency with the LGBTQ+ population, underrepresented and underserved communities, and populations living with/at high risk of contracting HIV.

· Create personnel and supply budgets for approval.

· Work with the referral coordinator and/or referring agencies to coordinate patient appointments.

Work with the front office administrators to coordinate ED/ER follow up patient appointments.

OTHER DUTIES MAY BE ASSIGNED TO MEET BUSINESS NEEDS.

On occasion, based on business necessity, staff may be required to work a non-standard schedule.