Medical Call Center Manager

Manager of Call Center

Manage the efforts of 3 Supervisory Team Leads and a staff of approximately 30 Customer Service Representatives.

Role Description

Full-time, on-site role for a Manager of Call Center at CSI., located in Oak Brook, IL. The Manager of Call Center will direct and oversee operations, manage staff, develop and implement policies and procedure, and ensure service levels are met. The Manager of the Call Center will interact with healthcare provider clients and collaborate with internal departments to accelerate and enhance revenue, improve patient experiences, and foster patient satisfaction.

Qualifications

Must have excellent communications skills, familiarity with Epic Patient Account Financial Management System, and Healthcare Revenue Cycle.

Minimum of 5 years of experience in working in and managing call centers, customer service operations, and managing staff.

• Strong knowledge of automated call center operations, customer service principles, and performance metrics.
• Demonstrated experience in continuous improvement of customer experiences and patient satisfaction.
• Excellent communication, leadership, and problem-solving skills, with ability to work effectively internally and with client relationships.
• Ability to analyze data, generate and interpret reports, and make data-driven decisions.
• Proficiency in Microsoft Excel and call center software and reporting tools.
• Experience in implementing and managing call center technologies such as automatic call distribution (ACD), interactive voice response (IVR), and workforce management systems.
• Experience in managing remote or virtual call center teams is a plus.
• Bachelor's degree not required but is a plus.