Operations Manager - Voice

RESPONSIBILITIES: 

• Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees each.  Total span of 60-80 FTEs
• Ensure calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner. Team may consist of no more than 25 employees 
• Oversee and manage contact center performance to ensure contractual SLAs are met consistently 
• Serve as a mentor to current team leaders/supervisors and all CSR employees by consistently displaying the R1 values 
• Develop and implement recommendations and provide formal feedback on project results and team performance to management. 
• Supports new client expansion development and implementation. 

QUALIFICATIONS: 

• 3 – 5 years’ experience in delivering customer service in a hospital or health care call center environment as an Operations Manager
• Bachelor’s Degree or equivalent experience
• Outstanding time management skills and the ability to simultaneously manage multiple tasks while remaining self-directed. 
• Experienced leading and managing employees in a high contact center environment.  

• Certified revenue cycle management experience preferred
• Prior continuous improvement experience utilizing Lean Six Sigma tools preferred