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Contact Center Manager
Centerstone is among the nation’s leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people’s lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team! JOB DESCRIPTION: SUMMARY OF POSITION Centerstone is committed to delivering care that changes people’s lives. The goal of the Centerstone Contact Center is to provide an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. Those inquiries will be met with an excellent customer experience that includes screening, appropriate referral, scheduling, and support- all provided while striving for single call resolution. The Contact Center Manager is an integral component of our Centerstone Contact Center team. The position requires excellence in leadership, reporting, and contact center management. The ideal candidate must demonstrate a working knowledge of behavioral health basics, handling of escalated customer calls and staff situations, and management practices based on KPIs. ESSENTIAL DUTIES & RESPONSIBILITIES Manage the day-to-day operations of the Contact Center Team. · Monitor Contact Center Call Dashboard to ensure adequate staffing is available to incoming inquiries dependant on call volumes. · Handle escalated customer interactions and provide timely solutions and recommendations to the Contact Center Staff as needed. · Utilize Contact Center Lead as needed for direct management of Contact Center Specialists. · Provide mentoring, coaching and development to team members via one-on-one meetings, team meetings, and call monitoring audits for increased efficiency and effectiveness. · Responsible for Contact Center performance management; ensure workforce has the skills and tools needed to provide optimal service through training. · Partner with technology staff and senior management to resolve software and hardware issues. · Disseminate updated troubleshooting and workflow documentation to staff. · Reports and monitors all incidents of HIPAA violations and system issues within established guidelines. · Fill open positions as needed and manage staff onboarding. · Responsible for Contact Center workforce management; monitor monthly work schedules for adequate staffing levels with consideration of vacation, time of requests, and call volume statistics. · Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives. · Responsible for contact center team training including but not limited to: new hire training, continuous education, delivering new product training. KNOWLEDGE, SKILLS & ABILITIES Effectively communicate via written, verbal, and virtual methods. Knowledge of basic contact center technology. Excellent customer services skills. Familiarity with federal HIPAA and CMS regulations required. Knowledge of insurance benefits structures. Strong working knowledge of behavioral healthcare terminology and healthcare landscape. Prior experience using an EMR, CRM, and/or scheduling software. Advanced reporting and analytics skills. Experience with various IT systems and familiarity with desktop applications, especially MS Windows Applications (Excel, PowerPoint, Word, etc). Excellent attention to detail, and ability to meet deadlines. Ability to foster an environment of team-driven success through individual contribution and accountability. QUALIFICATIONS Education Level Bachelor’s Degree in human services, psychology, social services, education or related field preferred. Years of Experience A minimum of four years of related experience in a healthcare customer service call center, patient engagement, or patient care management experience, along with a minimum of two years of experience leading and building effective teams. Certification/Licensure None required. PHYSICAL REQUIREMENTS Standing - 10% Sitting - 90% Squatting - occasional Driving - occasional Kneeling - occasional Lifting - occasional Bending - occasional DISCLAIMER The duties and responsibilities described in this document are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands. Time Type: Full time Pay Range: $55,900.00--$78,330.00 Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy: Medical, dental, and vision health coverage Flexible Spending and Health Savings Accounts 403b retirement plan with company match Paid time off and ten paid holidays AD&D Insurance, Life Insurance, and Long Term Disability (company paid) Employee Resource Groups Continuing education opportunities Employee Assistance Program Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect. At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our Culture. Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity and expertise that powers our innovation and connects us to each other, our clients and the communities we serve. Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety. Centerstone is a nonprofit health system providing mental health and substance use disorder treatments. Services are available nationally through the operation of outpatient clinics, residential programs, the use of telehealth and an inpatient hospital. Centerstone also features specialized programs for the military community, therapeutic foster care, children’s services and employee assistance programs. Centerstone’s Research Institute provides guidance through research and technology, leveraging the best practices for use in all our communities. Centerstone’s Foundation secures philanthropic resources to support the work and mission of delivering care that changes people’s lives.
