Call Center Manager

Location: WK Medical Center
Department: Call Center
Classification: Full-Time
Shift: 8:00 AM-5:00 PM
Date Posted: 2/3/2023

Under the supervision of the VP Decision Support & Analytics, with latitude for independent judgment, ingenuity and initiative, performs professional duties involved in a variety of functions.

Hire, train, and manage call center team to take calls, answer secure messages, schedule appointments/procedures/educational events, and make outbound calls (as well as answer calls in que and assist with scheduling).
Demonstrated knowledge within scheduling software platforms, physician/AHP relationship builder, medical terminology, ICD-10 (preferred), understanding of 3rd party payer requests/preauthorization requests/denials

Develop motivated, cohesive team environment to achieve fullest potential; Ensure call center coverage, prioritize work-flow/multi-task, exceptional communication skills.

Demonstrates independent judgment in problem solving.

Actively measure teams performance regarding operational targets (i.e. amount of calls answered, information provided, professionalism, accuracy of data placed in IT system)

Track call and data traffic and accurately formulate staffing forecasts; actively measure performance to ensure all operational targets and service levels are achieved, maintain all data and review for accuracy.

Development of KPI and strategic plan for opportunities of future development/needs, reported out at least quarterly.

Acts as a liaison between hospital staff, insurance companies, Physician's offices, etc., to maintain customer satisfaction.

Proactively seek ways of improving service to our customers.

Demonstrates ability to implement office procedures and systems.

RESPONSIBLE TO:    VP Decision Support & Analytics


Prefer Medical Assistant background minimum

Four or more years of related experience

Excellent written/oral communication skills required.  Must be able to work effectively with diverse groups of people.

Ability to work well under pressure and on concurrent multidisciplinary projects

Proficiency in office automation systems.

Willis-Knighton is an equal opportunity employer and thus, manages its employment and employee relations policies, practices and benefits without regard to age, race, sex, color, creed, religion, national origin, disability, veteran, or other protected status where otherwise qualified.