Call Center Manager

Job Locations US-Miami | US
Job Post Information* : Posted Date 4 days ago(9/20/2022 4:58 PM)
ID
2022-1822
# of Openings
1
Career Area
Customer Service/Support

Overview

Call Center Manager

 

This is a fulltime opportunity.

 

Job LocationMiami, Florida

 

Novocardia is on a mission to transform the delivery of cardiovascular care for all by building the national cardiovascular network of choice for high-quality, high-value care.  We are working to empower clinicians across the United States to consistently deliver higher-quality, prevention-focused, patient-centered care, enable clinicians to be rewarded for focusing on these services for their patients, and deliver care now that avoids more advanced disease down the line.

We are seeking a talented and experienced individual to join our growing team as a Call Center Manager.  This role affords a singular opportunity to work closely with a world-class team to help build a disruptive, mission-driven, physician-led clinical delivery organization from the ground up! 

Our founding team has decades of experience in clinical medicine, payer and provider leadership, government, data science, and clinical operations.  We are deeply passionate about improving care quality, and providing more Americans with access to great, evidence-based chronic disease care. We are also deeply committed to building more sustainable and durable payment models for this care – models that reward clinicians for delivering the right care, in the right place, at the right time.  

 

We are looking for high integrity, mission-oriented people who are passionate about improving the quality and value of chronic disease care in America, excited to join a dynamic, rapidly-growing, and diverse team, and want to build a disruptive, world-class business.  We are humble, ambitious, learning-oriented, focused on execution, and all in on this venture and vision.  Come join us!

 

Overview

 

The Call Center Manager is responsible for establishing and managing a call center for a rapidly growing medium-sized cardiology practice in Florida. The Call Center Manager will also help expand the scope of services of an existing call center in Miami to achieve maximum performance and ultimately build a larger centralized contact center that serves patients and healthcare providers in multiple states.

This person must be an organized, reliable, results-driven professional with a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

Responsibilities

  • Assist in building and managing a centralized contact center, including researching and implementing modern technologies and workflows to enhance operations and patient satisfaction
  • Develop objectives for the call center’s day-to-day activities
  • Hire, monitor, and coach remote and onsite call center staff
  • Conduct effective resource planning to maximize productivity while providing excellent customer service
  • Monitor and improve telephone handling and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Prepare performance reports for different departments or upper management
  • Work with vendors, as needed
  • Willing to provide patient services during unusually high call volume or low staffing days (e.g., staff illness, etc.).

 

Qualifications

  • 2+ years’ proven experience in a healthcare call center manager position · Familiarity with multi-channel contact center technology such as IVR, text, email, voice over IP, live chat, and chatbots
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Demonstrated coaching and leadership skills, along with ability to motivate employees and foster an environment of trust and inclusion
  • Proactive and organized approach to problem resolution
  • Outstanding written and verbal communication skills
  • Proficient in MS Office and call center equipment/software programs
  • Positive and patient
  • Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus
  • Ability to travel periodically to other office locations, up to 15%

 

Novocardia provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to religion, race, creed, color, sex, sexual orientation, alienage or citizenship status, national origin, age, marital status, pregnancy, disability, veteran, or military status, predisposing genetic characteristics or any other characteristic protected by applicable federal, state, or local law.

 

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