Call Center Manager

LaunchPoint - Itasca, IL3.3

Discovery Health Partners offers payment and revenue integrity solutions that help health payers improve revenue, avoid costs, and enhance the member experience. We offer a unique combination of deep healthcare expertise and analytics-powered technology solutions to help our clients improve operational efficiency, achieve financial integrity, and generate measurable results.

The Call Center Manager will assist in establishing call center objectives, provide team members with opportunities to expand their knowledge of services, products, and troubleshooting techniques. This position will analyze call center data and focus on improving performance and processes in an effort to better support our clients and callers.

Hiring, training, and leading call center representatives as they provide support for customers.
Provide on-going coaching and feedback to develop team member skills, to improve performance, and to address outstanding performance issues.
Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
Maintain an understanding of the business, the products and services, and the issues staff are facing on the floor.
Providing communication and follow up to ensure call center representatives are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions.
Assisting other management team members in identifying trends and establishing call center goals.
Ensuring staff members are achieving desired service levels and taking corrective action, as need by enforcing production, quality, and customer-service standards
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
Determine work procedures, workforce management and prioritization/distribution of employee workload
Monitoring individual and team results to identify and address both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
Taking on other tasks or projects to support employees, other managers, and call center operations.
Complying with HIPAA regulations as well as Discovery’s HIPAA and Information Security policies and procedures, including required training and incident reporting.

Required Skills

Required Skills:
Associates degree or comparable experience
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
2 years managing within customer service, call center, or insurance setting.
Must be available to work a flexible schedule (7am-7pm CST)
Ability to troubleshoot issues with team members and seek the assistance of Management if needed.
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Proficiency with necessary technology, including computers, software applications, phone systems, etc.
Polite, professional phone voice.

Discovery Health Partners provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

Required Experience