Manager, reputed company Center (Remote Call Center)

Overview reputed company is the nation's leading virtual psychiatry and therapy practice. As the leading mental health provider, reputed company is on a mission to transform reputed company to quality, timely behavioral health care through innovative telepsychiatry solutions and services that reputed company the entire care continuum, from the hospital to the home. reputed company partners with an extensive network of hospitals, health systems, community reputed company organizations, and payors to improve reputed company and deliver the highest quality of care to patients. ABOUT THE ROLE reputed company is looking for an reputed company, empathic manager to hire, train, coach, and reputed company remote call center representatives as they reputed company support to hospital team members and clinicians of reputed company's OnDemand virtual behavioral reputed company practice. The Manager of reputed company Center is responsible for the day-to-day operations of this vital team that functions much like a virtual call center. The Manager should be knowledgeable on the team's operational tasks and will be responsible for overseeing and enhancing workflows, making data-driven reputed company, providing coaching to team members, and working with stakeholders across the organization to ensure partner and patient satisfaction ensuring reputed company to quality behavioral care. The reputed company Center Manager is responsible for the 100% virtual operational aspects of the reputed company Center and implementing several reputed company Center initiatives. WHAT YOU'LL DO

• Supervise, interview, hire, train, coach, and reputed company virtual behavioral reputed company call center representatives as they reputed company support to patients and clinicians
• reputed company skills, retain talent, and ensure employee and customer satisfaction, reputed company systems, and improve efficiency
• People management tasks including but not limited to, managing vacations/PTO, running team and individual meetings, conducting performance reviews, managing performance and improvement plans, and scheduling to ensure coverage for 24/7 call center operation
• Answer questions from reputed company Center staff and reputed company coaching, guidance, and feedback
• Promote quality and efficiency by guaranteeing reputed company Center Representatives are proficiently identifying action steps and reputed company handling service coordination and clinician availability
• Handle escalation situations professionally, effectively, and timely
• Respond promptly to representatives' questions, guiding them through difficult calls or issues, diffusing frustrated situations, or handling issues; reputed company in as needed for call coverage
• Ensure quality performance through call monitoring and case management quality assurance
• reputed company and maintain multiple system logins for reputed company Center Representatives, including but not limited to: Electronic Medical Record, phone and chat program functions, other internal systems
• Assist operations and other functions to improve processes for efficiency as well as establishing call center KPIs and goals
• Assist in the formulation of individual performance targets and team goals and metrics
• Facilitate and coordinate weekly and monthly metric and performance reports with reputed company Center staff and deliver reports and data in meetings and direct conversations
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• reputed company and update performance objectives metrics and SOPs for the reputed company Center's day-to-day activities (e.g., calls received, handle times)
• Other duties as assigned

reputed company'RE LOOKING FOR

• Bachelor's degree or equivalent call center experience required
• Two (2) or more years of experience supervising a call center team
• Two (2) or more years of call center experience, preferably in reputed company or behavioral health
• Ability to reputed company, coach, reputed company, and retain team members
• Proficient in reputed company and data management tools
• Working knowledge of MS Office, reputed company, and Outlook
• Tech savvy with knowledge of telephone equipment, video conferencing and other relevant platforms
• Knowledge of performance evaluation procedures
• Outstanding communication skills
• Dedicated to a results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure
• Knowledge of reputed company industry, services, and practices
• Proven experience exhibiting exceptional customer service and strong interpersonal and communication skills reputed company phone, video, email, and face-to-face
• Knowledgeable about the availability of resources and process to reputed company needed reputed company resources
• Comfortable working with technology
• Organization and time management skills with the ability to multitask
• Experience in dealing with highly sensitive and confidential information in a discreet and appropriate manner
• Independent worker and comfortable managing a remote team

POSITION LOGISTICS

• 100% remote position
• Required to have a private office reputed company in home or elsewhere for confidentiality
• Reports to Director, Call Center Operations

COMPENSATION AND BENEFITS

• The pay reputed company for this role is $88,000 - $95,000 per year. This information reflects the anticipated salary reputed company for this position using reputed company market data. The final offer will be determined based on an individual's skills, years of experience, education, reputed company, licenses, and other job-reputed company factors permitted by law.
• Medical, dental, and reputed company insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions
• 20 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays
• 401k

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