About Our Company
VillageMD is a physician-led, patient-centric network committed to simplifying healthcare and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes, and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.
When you join our team, you become part of a compassionate community of people who work hard every day to make healthcare better for all. We are innovating value-based care and leveraging integrated applications, population insights, and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.
Job Description
We are seeking an experienced and dynamic Full Stack Call Center Manager to join our team. This role will be responsible for directly managing all operational aspects of the Shared Services Call Center, overseeing Patient Services Supervisors, and ensuring the accomplishment of Call Center and organizational objectives.
Key Responsibilities:
- Provides leadership, direction, and administration of operations to ensure accomplishment of Call Center and organizational objectives
- Directs, supervises, coordinates specific functions and activities of the Call Center, including systems, policies, and procedures, human resources, support services, etc. required
- Facilitates the employment, development, and management of employees
- Reviews operational problems/policies and recommends solutions and change to Director
- Develops relationships with our organizational partners and helps to create operational hand-offs between departments
- Partners with medical and administrative staff to ensure compliance standards and regulations are upheld
- Collaborates with peers in the preparation and implementation of projects, policies, operating practices, and budget
- Represents Call Center in meeting settings as a Subject Matter Expert on market/SSCC protocols
- Serves as primary contact for Managers, Directors, and Providers as it relates to Call Center Operations
- Collaborates with Clinic Leadership to ensure effective patient expectations and communication
- Manages onboarding process for new employees
- Updates, maintains, and communicates Call Center statistical reporting
- Identifies areas of improvement for staff performance
- Proactively identifies process improvements to continue to deliver high-quality service at the most practical of staffing levels
- Timely executes Performance Evaluations for all Call Center staff at their 90-day, mid-year, and end of year timeframes
- Demonstrated successes in identifying production waste and managing Call Center Metrics
Essential Qualifications:
- A minimum of 10 years of experience leading in a Call Center environment
- Experience in managing a call center of 50-100 or more representatives
- Monitor staff productivity and quality on a daily, weekly, and monthly basis
- Experience in managing both inbound and outbound contact centers
- Expertise in using Call Center CRM and Workforce Management technology
- Reports to Director any provider/clinic specific trends
- Responds promptly to provider, clinic leadership, and other internal partners
- Attend daily senior leadership meetings and report on operations
- Facilitate cross-functional meetings with clinic partners for designated markets
- Provide additional leadership coverage support to Site Locations as needed
- Be available "on call" for Call Center emergencies Monday-Sunday
- Support and maintain information security measures as appropriate to the position, including maintaining the highest standards of confidentiality to protect patient/provider privacy and company's proprietary information
Preferred Qualifications:
- Undergraduate degree or bachelor's degree or equivalent experience
- 3+ years of healthcare administration experience required, including one year of supervisory experience. Knowledge of healthcare administration, clinic philosophy, and policies and operating procedures
- 5 Years' experience as Call Center Manager in (preferably in healthcare environment) running multi-site call centers
- Knowledge of human resource management practices including supervision and staff development
- Knowledge of governmental regulations with the ability to monitor compliance standards
- Intermediate or Advance Excel Skills
- Ability to analyze and interpret complex data
- Ability to research and prepare comprehensive reports
- Supervisory experience within a healthcare setting
- Advance Customer Service Experience
- Skill in exercising initiative, judgment, problem-solving, decision-making
- Vendor Management
- Ability to create Standard Operating procedures and tool/reporting to measure they are followed
- Knowledge of Scorecard and Performance management with successful results
- Skill in organizing work to achieve Call Center goals and objectives
Career Growth Opportunities and Learning Benefits:
VillageMD is committed to helping our team members grow and develop their careers. As a Full Stack Call Center Manager, you will have the opportunity to work with a talented team of professionals, develop your leadership skills, and contribute to the success of our organization. We offer a range of learning and development opportunities, including training programs, mentorship, and career advancement opportunities.
Work Environment and Company Culture Highlights:
VillageMD is a dynamic and fast-paced organization that values innovation, collaboration, and teamwork. Our work environment is designed to support the well-being and success of our team members, with a focus on work-life balance, flexibility, and employee engagement. We offer a range of benefits and perks, including medical, dental, and vision coverage, 401(k) matching, and a comprehensive wellness program.
Compensation, Perks, and Benefits:
VillageMD offers a competitive salary and benefits package, including medical, dental, and vision coverage, 401(k) matching, and a comprehensive wellness program. We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a fun and supportive work environment.
Conclusion:
If you are a motivated and experienced leader who is passionate about delivering exceptional patient care and driving business results, we encourage you to apply for this exciting opportunity. As a Full Stack Call Center Manager at VillageMD, you will have the opportunity to make a meaningful impact on the lives of our patients and contribute to the success of our organization. Apply now to join our team and start your journey with VillageMD!
Simple Application Process:
Ready to join us? The first step is easy. Click apply now and we'll be in touch soon!
Apply Now
Apply Now