Skip to Main Content

Contact Center Manager

The Collective - Integrated Behavioral Health
Denver, CO
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Overview of Company

The Collective is a multidisciplinary, outpatient behavioral health company that provides integrated care services to adults and adolescents. The Collective was founded to create a differentiated behavioral healthcare network that redefines the current delivery system through utilization of multidisciplinary level of care for individuals requiring support for Major Depressive Disorder, General Anxiety Disorder, Trauma, and other mood disorders. The company’s uniquely integrated and data-driven approach to care is the cornerstone of The Collective’s focus on delivering superior outcomes to its clients.

Our three fundamental pillars drive our culture, team, and mission:

  • Quality Care
  • Client Experience
  • Clinician Empowerment

At The Collective, we believe a Client First mentality leads to quality care and we have strong conviction that in order to be Client First, we must be Employee First. Our team is a collection of passionate individuals who care for our clients and each other. Our collaborative and energetic culture is the basis for our success as a company.

 

Position Summary

The Contact Center Manager is a key member of the operations team focused on developing, optimizing, and managing the Company’s New Client scheduling and communication activities across existing and new clinics. The Contact Center Manager will lead the daily operations of the Company’s contact center and directly supervise the Company’s Client Service Representatives (direct reports) who handle incoming calls and touchpoints from potential clients that are seeking to schedule first appointments or learn more about the Company’s services. This is a team lead role that will establish contact center objectives, work alongside other management to build efficient New Client scheduling workflows and policies, and provide Representatives with opportunities to expand their knowledge of services, products, and customer service skills. This individual should have exceptional communication, interpersonal, and customer service skills. As the Manager of the Company’s “Front Door” team for New Clients, this individual must embody Company’s mission of improving Client Experience by improving access to high quality mental healthcare in our community.

 

Reports to:  President/CFO

 

Essential Duties and Responsibilities:

  • Manage all contact center operations and team of Client Service Representatives (direct reports).
  • Recruit, train and manage team of Client Service Representatives (direct reports) in order to maintain an efficient and scalable front-end scheduling process.
  • Develop contact center KPIs and metrics to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Support other management team members in identifying demand trends and improvement opportunities.
  • Assist on other tasks or projects to support employees, other managers, and contact center operations.

 

Job Requirements & Skills:

  • Bachelor’s degree preferred.
  • 2+ years in a healthcare service contact center or patient scheduling department.
  • 2+ years working with health insurance companies and strong understanding of health insurance benefits.
  • Advanced customer service skills and highly articulate in both verbal and written communication.
  • Excellent understanding and experience using technology, software applications, and phone and computer systems utilized in contact centers.
  • Exceptional training and coaching skills to motivate direct reports to provide excellent customer service.
  • Ability to handle difficult customer situations with poise and understanding.
  • Proven experience organizing and managing direct reports.
  • Experience planning and leading strategic initiatives and scaling centralized operations.
  • Focused and proactive approach to work tasks.
  • Strong attention to detail.

 

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.
Company Description
The Collective is a multidisciplinary, outpatient behavioral health company that provides integrated care services to adults and adolescents. The Collective was founded to create a differentiated behavioral healthcare network that redefines the current delivery system through utilization of multidisciplinary level of care for individuals requiring support for Major Depressive Disorder, General Anxiety Disorder, Trauma, and other mood disorders. The company’s uniquely integrated and data-driven approach to care is the cornerstone of The Collective’s focus on delivering superior outcomes to its clients.

Our three fundamental pillars drive our culture, team, and mission:
• Quality Care
• Client Experience
• Clinician Empowerment

At The Collective, we believe a Client First mentality leads to quality care and we have strong conviction that in order to be Client First, we must be Employee First. Our team is a collection of passionate individuals who care for our clients and each other. Our collaborative and energetic culture is the basis for our success as a company.

The Collective - Integrated Behavioral Health

Why Work Here?
Mission-driven company changing the landscape of behavioral healthcare!

At The Collective, we understand that life is hard and we all need a little support from time to time. We strive to provide holistic behavioral healthcare to adults and young professionals that addresses all components of wellness so that we can help you live your best life. Our passionate and knowledgeable team of counselors, therapists and psychiatrists will provide you with a supportive partnership to reach your goals and redefine your health. Our diverse offerings include individual and group therapy and counseling, psychiatry and medication management, health coaching, nutrition consulting and psychological testing. ​We are contracted with major insurance plans and many copays start at $20 per appointment. Call us now to see if we are in-network with your carrier and to learn more about your benefits!

Address

400 S. Colorado Blvd. Denver

Denver, CO
USA

Industry

Business

Website

View all jobs at The Collective - Integrated Behavioral Health