• Job Description

  Req#: 7636
  Overview
  
  HarmonyCares is one of the nation's largest home-based primary care practices. HarmonyCares is a family of companies all dedicated to providing high-quality, coordinated health care in the home. This includes HarmonyCares, HarmonyCares Medical Group, HarmonyCares Home Health and HarmonyCares Hospice.
  
  Our Mission - To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.
  
  Our Shared Vision - Every patient deserves access to quality healthcare.
  
  Our Values - The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.
  
  Why You Should Want to Work with Us
  
  • Health, Dental, Vision, Disability & Life Insurance, and much more
  • 401K Retirement Plan (with company match)
  • Tuition, Professional License and Certification Reimbursement
  • Paid Time Off, Holidays and Volunteer Time
  • Paid Orientation and Training
  • Great Place to Work Certified
  • Established in 11 states
  • Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!
  
  
  More details about the benefits we offer can be found at https://careers.harmonycares.com/benefits.
  
  Responsibilities
  
  The Manager - Call Center position requires the ability to work with VP to develop, implement and manage every aspect of a start-up call center focused on outreach to health plan members with the intent of enrolling members for critical health assessments (HRA's) and other healthcare services. Person in this position much also be able to handle rapid growth in operations in terms of volume of calls, employees, health plan relationships and member calls made. Call Center Manager will need to have experience managing a healthcare call center with at least 10 reports and be capable of leading the growth of this call center to as many as 50 outreach specialists. Position requires demonstrable experience in effectively leading a call center team that meets and exceeds broad performance standards. Position requires a leader who believes in outstanding customer service, understands how to minimize human resource issues while effectively identifying, training and leading team members via a positive, outcome oriented approach that minimizes office politics that damage team relationships and performance. Position requires a manager with strong personal telephonic and IT skills. These skills include the ability to quickly and comprehensively learn new hardware, software, and voice systems then effectively train and challenge team members to use these effectively and efficiently. Call Center Manager will be a key member of VP's team for this division.
  
  Essential Duties and responsibilities
  
  • Assist with development of departmental policies and procedures
  • Assist with training of all team members on all electronic and voice systems used by the Call Center including development of workflows to train team members
  • Active involvement in all voice, data or systems decisions impacting the Call Center
  • Deliver and monitor departmental training of employees and future supervisors
  • Manage adherence to outstanding customer service and member engagement training tools
  • Work to ensure that program goals, budgetary standards and quality service are being achieved
  • Conduct studies and submit recommendations for improving center operations
  • Notify supervisor immediately upon significant problems or system issues that may impede reaching performance standards
  • Analyze reports daily, weekly, and monthly of Call Activity Reports making necessary changes to adjust for areas where expected results are not being met
  • Participate actively and productively in leadership team meetings with a willingness to assist other departments in achieving division goals
  • Proactively versus reactively lead the call center team seeking support from Supervisor when necessary
  • Manage dialer activity, work prioritization and other coverage to assure high contact levels
  • Establish a schedule and processes for "listening in" on outreach specialists calls to actively and consistently assess specialists' skills, content of calls, member engagement, and accuracy and appropriateness of conversations
  • Oversee the preparation and delivery of performance reviews
  • Interview, select, ensure excellent orientation, train, and when necessary, discipline and/or discharge team members using a progressive approach to counseling
  • Manage time and labor of self and team
  
  
  Qualifications
  
  REQUIRED Knowledge, Skills and Experience
  
  • Associate's degree or 2 years supervisory experience
  • 3+ years of management experience, in a customer service/call center environment in a patient contact healthcare organization supervising at least 10 call center reports
  • Proficient with call center voice and data management systems as well as an ability to quickly and comprehensively learn new software including scheduling and geographical territory management software
  • Will also consider call center managers with at least 5 years of experience managing a large customer service call center in a field other than healthcare who has demonstrable ability to build and lead a team to exceptional performance, and who has some healthcare-related experience and basic understanding of medical terminology
  • Stability in employment is a critical aspect of this role as well as an ability to grow in responsibility and leadership
  • Must have a positive outlook, be a self-starter, possess outstanding communication and organization skills and is willing to lead by example.
  • Strong organizational, communication and leadership skills
  • Proficient in all Microsoft Office products
  
  
  Preferred Knowledge, Skills and Experience
  
  • 5+ years in a healthcare call center setting managing at least 10 reports
  • Start-up operations experience would be ideal
  • Work history of growing in responsibility and leadership
  • Training in customer service and/or patient engagement
  
  
  Posted Max Pay Rate
  
  USD $88,000.00/Yr.
  
  Posted Min Pay Rate
  
  USD $74,400.00/Yr.
  
  Pay Transparency
  
  Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related considerations.
  
  Notice
  
  HarmonyCares and HarmonyCares Hospice are not affiliated with Harmony Hospice Care. HarmonyCares Hospice does not conduct business in OH. HarmonyCares Hospice conducts business in MI, VA, WI, TX, IN, IL.

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