Call Center Manager

Are you ready to embark on a career journey that's more than just a job? At Tampa Family Health Centers (TFHC), we're redefining healthcare, and looking for a Call Center Managerto be part of our dynamic team. We're not just a healthcare organization; we're a community that thrives on innovation, compassion, and positive change.

Position Summary

The Call Center Manager is responsible for ensuring all Tampa Family Health Centers (TFHC) patients receive exceptional customer service through managing all Call Center operations, monitoring Call Center staff via software, and utilizing available system reports to maximize Call Center and staff performance.

Essential Duties & Functions

• Supervision of Call Center staff to include completion of staff schedules, approval of work hours, and performance evaluations.
• Compile and review real-time, daily, and monthly reports related to Call Center volume, staff productivity and call abandonment rates.
• Monitor the call queue to ensure all calls are answered timely and being handled efficiently; assist with appointment scheduling and Call Center tasks as volume dictates.
• Address all customer concerns and complaints received in Call Center.
• Task phone messages to the health centers’ task pools.
• Utilize and update Call Center training materials, policies, and procedures.
• Be a leader and a resource to staff; available to answer questions and concerns; handle escalated calls.
• Collect and send outgoing patient information, as needed.
• Ensure Call Center staff is handling calls professionally, efficiently, and effectively, delivering consistent, high quality customer service.
• Support the Mission, Vision and Values of Tampa Family Health Centers.
• Adhere to all TFHC, accreditation agency, and HIPAA rules and regulations.
• Performs other duties as assigned by supervisor.

Required Education, Certifications, Licenses, & Training (minimum requirements)

• High school diploma or equivalent

Required Years of Experience (minimum requirements)

• Minimum of three (3) years’ experience in a high volume FQHC, hospital, or Call Center.
• Analytical reporting and/or supervisory experience required.

Required Knowledge, Skills, and/or Abilities

• Ability to use and leverage current Call Center software and related technology; utilize Microsoft Office Suite; effectively navigate and utilize Electronic Health Records.
• Ability to understand, develop, and update process/workflows based on business need.
• Strong communication skills, both verbal and in writing; bilingual (English/Spanish) or multi-lingual strongly preferred.
• Accustomed to working in a fast-paced, high demand administrative or clinical setting.
• Ability to cultivate and foster teamwork.
• Exceptional customer service skills