Call Center Manager - Healthcare
Location
Nashville, TN | United States
Job description
Position: Call Center Manager - Healthcare
Company: Matter Health
Location: Nashville, TN (hybrid)
At Matter Health, our mission is to bring primary care health services directly to older adults. We're transforming healthcare delivery by establishing on-site clinics in affordable housing developments and providing personalized, holistic, and high-touch care. We're looking for talented individuals who are passionate about making a difference in the lives of older adults and are ready to be a part of our expansion to deliver world-class Value Based Care. As a Call Center Manager - Healthcare, you will play a pivotal role in providing exceptional customer service and ensuring efficient operations of our call center.
Join us on our mission to transform healthcare for older adults!
About the Role:
As a Call Center Manager, you will be responsible for overseeing the day-to-day operations of our central support team, ensuring the highest level of service and patient satisfaction. You will lead and manage a team of Patient Engagement representatives, ensuring that they deliver exceptional customer service and meet performance goals. You will develop and implement call center policies and procedures to optimize efficiency and improve customer satisfaction.
Responsibilities:
- Manage and lead a team of Patient Engagement representatives, including hiring, training, and performance management.
- Develop and implement call center policies and procedures to ensure efficient operations and excellent customer service.
- Monitor and analyze call center performance metrics, identify areas for improvement, and implement strategies to drive continuous improvement.
- Ensure timely and accurate resolution of patient inquiries and issues.
- Collaborate with cross-functional teams to improve call center operations and processes.
- Handle escalated customer complaints and provide timely resolution.
- Stay up-to-date with industry trends and best practices in call center management.
- Guide and mentor call center representatives to achieve their professional goals.
Requirements
What you bring to the table:
- Proven experience as a call center manager or similar role in the healthcare industry, ideally 2+ years.
- Excellent knowledge of call center operations and best practices.
- Strong leadership and people management skills.
- Demonstrated ability to manage and motivate a team to achieve performance goals.
- Exceptional customer service and problem-solving skills.
- Excellent verbal and written communication skills.
- Proficient in using call center software and CRM systems.
- Ability to work in a fast-paced and dynamic environment.
- Bachelor's degree in a relevant field is preferred, or equivalent and relevant experience
- Prior experience in healthcare or senior care industry, ideally 2-3 years.
Benefits
- Be seen, heard and valued in an environment where you can learn and flourish! An actual chance to make a difference in the world around you.
- 4 weeks of Paid Time Off Annually
- Medical, Dental and Vision insurance, coverage starts the first day of the month following your start date
- 401(k) with company match
- Market competitive compensation
- Short term, long term, voluntary life insurance are just a few of our other great benefits
Job tags
Salary
