Call Center Manager – Ambulatory Care Management

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values – integrity, patient-centered, respect, accountability, and compassion – must guide what we do, as individuals and professionals, every day.

The Call Center Manager has the responsibility and accountability for all administrative, technical and personnel matters required for the efficient and high quality operation and management of call center operators and clinical nurse advisors. Maintains highest level of understanding of systems functionality and work flow processes affecting the operations of the Call Center. Acts as a leadership resource, responsible for managing development and execution of strategic organizational priorities related to the call center. Identifies trends in Call center that are negatively impacting the department and proactively communicates issues involving process improvement and customer service opportunities to management. Monitors staff activity to identify deficiencies and assess effectiveness of overall training effort, reviewing call reports and metrics. Actions must consistently exemplify all HRO, CHAMP, Service Excellence and employee handbook guidelines. EEO/AA/Disability/Veteran.

EEO/AA/Disability/Veteran

Responsibilities

• 1. Manages and directs the daily operations of the call center, including approving work schedules, maintaining proper staffing, and supervising the daily work activities of call center operators and nurse advisors.
• 2. Provides leadership and direction for centralized phone operations, including coordination with clinical and non-clinical functions.
• 3. Provides feedback and positive communication to motivate call center staff members and achieve service level goals, by establishing regular feedback mechanisms.
• 4. Accountable for identifying, recommending, implementing and evaluating best practice using data driven approaches to problem solving and sustaining achievements.
• 5. Demonstrates high-level knowledge and skills in key behaviors that reflect expertise in communication, customer service orientation, problem solving, resource management, results orientation, teamwork and cooperation, business and organization expertise, leadership, and managing performance.
• 6. Maintains effective liaison with other areas of the Hospital concerned with the call center.
• 7. Provides organization and support to the orientation of new staff, incorporation into the organization and the department as a whole.
• 8. Assists in the development of capital and operating budget plans.
• 9. Brings issues forward that are central to the role and contributes to the improvement and ongoing development of core critical processes.
• 10. Utilizes principles of patient centered care to direct interventions and changes in a fast paced environment.
• 11. Continually identifies new opportunities to promote professional development and success as an interdisciplinary member of Yale New Haven Health staff, bridging throughout the continuum for the quality care of all patients.
• 12. Meets with Leadership to develop goals to consistently advance and support the philosophy and goals of YNHHS Call Center Department and the health system.
• 13. Provides modeling of professional behaviors at all times.
• 14. Takes opportunities to demonstrate visionary thinking, and supports others to do the same.
• 15. Sets example for accountability and responsibility of all daily activities and hold others accountable for the same.
• 16. Is able to manage group dynamics, able to recognize when group is not functioning at capacity and develops plan/structure to improve teamwork.
• 17. Responsible for maximizing employee satisfaction through counseling, facilitating, holding meetings and resolving Employee Opinion Survey issues.

Qualifications

EDUCATION

Bachelor’s Degree in Health Sciences, Nursing or a related equivalent required Advanced degree in a health-related field preferred. Clinical licensure preferred (APRN, PharmD or other healthcare professional)

EXPERIENCE

Five to seven years of progressive experience in a high complexity healthcare environment required. Experience in managing daily operations and processes. Experience with onboarding, training, education and oversight of department staff. Experience with flexible schedule patterns to meet the needs of a fast paced, high volume Call Center setting. Leadership experience highly preferred

LICENSURE

Clinical licensure preferred

SPECIAL SKILLS

Excellent managerial, technical, fiscal, interpersonal, problem solving and organizational skills. Ability to identify and demonstrate, correct, and implement changes as related to departmental need. Must possess a high level of understanding regarding methodologies used and available within areas of responsibility, applying them in practice. Ability to handle multiple priorities efficiently and effectively. Strong intrapersonal skills required. Proficient in Microsoft software and HER.

YNHHS Requisition ID

138566

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