Call Center Manager

About us

Soho Medical Doctors, PLLC is a hybrid out-patient psychiatric company operating in approximately 20 states.

The mission of SohoMD is to aid the improvement of the world by empowering each person to gain mental clarity to achieve their personal goals and dreams. We do this by listening carefully and deeply to each individual's story and utilizing the latest technology to offer the best medical treatment and help patients achieve their optional level of health.

SUMMARY: As a member of Soho Managing Company, this position is primarily responsible for overseeing the operation of the Call Center team’s daily activities. This position is also responsible for providing day-to-day coaching and feedback, training, scheduling, and input to management decisions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:Core duties and responsibilities include the following. Other duties may be assigned.

• Serves as floor resource to support Call Center Representatives both in office and virtually.
• Help to facilitate Call Center operations in the office as needed.
• Monitors phone calls and performance; provides coaching to team members.
• Assists in the training team on customer service and/or client information and systems.
• Participates in hiring new team members.
• Coordinates with the operations department to order office supplies as needed.
• Advises the reception team with questions, concerns, and inquiries higher than their authority.
• Monitor call reports & or provider booking reports facilitating practice needs.
• Evaluate staff effectiveness and performance annually or on an as-needed basis
• Work with other management team members to develop Call Center objectives, keeping profitability and efficiency in mind
• Lead team meetings and coach and motivate team members
• Hire, onboard, and train Call Center personnel
• Analyze Call Center data and prepare reports for upper management.
• Train team on 911 protocols to ensure providers have trained staff to handle emergencies.
• Monitor behaviors of employees who need help or require a manager to oversee and assist with implementing performance improvement plans and/or verbal & written warnings.
• Provides input to merit review for team members.
• Assist the team daily with questions or concerns & actively participates in daily tasks & projects as needed
• Learn EHR and PM Systems at a proficient level & be prepared to address Call Center call reports. (interpret & address trends with calls).
• Maintain confidentiality with sensitive information being discussed from all departments, including employee concerns, sensitive financial documents, & any other information that should not be disclosed to any other employees or departments.
• Work alongside multiple departments to ensure smooth operations
• Support providers in building and maintaining a full caseload of clients served
• Assist in managing any client complaints and works to resolve customer service issues directly
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES: Directly takes lead over employees in the Call Center Department. Responsibilities include training employees; planning, assigning, and directing work; addressing complaints and resolving problems, and call reporting if need be.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication - Writes clearly and informatively; Able to read and interpret written information.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating, and process improvement; Makes self-available to staff; Provides regular performance feedback; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in the decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks.
• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Quantity - Completes work promptly.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.
• Innovation - Meets challenges with resourcefulness.

QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE: Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
COMPUTER SKILLS: To perform this job successfully, an individual should know about Contact Management systems; Internet software, and Spreadsheet software.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to access and navigate each department at the organization's facilities.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to outside weather conditions.

The noise level in the work environment is usually moderate.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Do you have any experience using Weave platform?
• Do you have any experience using AdvancedMD platform?

Education:

• Associate (Required)

Experience:

• Call Center Management: 3 years (Required)
• Medical Management: 5 years (Required)

Work Location: Remote