Job description

Medical Call Center Manager

_Job Type: Full-Time
Annual Salary: Starting at $50,000
Job Family: Customer Service, Medical, Management, and Administration
Job Category: Management, Training, Office Administration
Reports to: Director of Patient Care Services
Work Location: Lutherville-Timonium, MD_

Who We Are

Mission

We believe that no one should feel alone, and we are sure you feel the same. We are a Maryland, Delaware, & Virginia company specializing in providing traditional and innovative psychiatric & psychotherapy treatments to the residents of the Mid-Atlantic. We are rapidly growing and are looking for a motivated Medical Call Center Manager to grow with us. Bloom Health Centers provides comprehensive behavioral health services by a group of competent, independent practitioners. We diagnose and treat children, adolescents, adults, and the geriatric population. Psychological testing and neuropsychological testing are available for a variety of disorders, including ADHD, brain injuries and head trauma, and memory problems.

Vision

Too many people dismiss their mental health needs by assuming it will get better or that they can “tough it out.” For many people, this simply is not true. At Bloom Health Centers, we want to help you find the balance and perspective you need to live your best life. And since people can struggle with their mental health at any point in their lifetime, we work with clients of all ages.

Our dedicated team of psychiatrists, therapists, and psychologists, focus on producing positive results through treatment of stress, anxiety, depression, PTSD, and many other disorders. Our foundation of success is based on our ABCs:

• All as One
• Be the Change
• Courage to Care

Job Summary

The Medical Call Center Manager reports to the Director of Patient Care Services and oversees daily operations of the Patient Care Center and its representatives. This position is responsible for the development and maintenance of the Patient Care Center as well as the resolution of inquiries raised by Patient Care Navigators or patients. The Medical Call Center Manager Manage day-to-day activities of a large call center within an office environment.

Responsibilities

• Implement a strategic action plan and standard operating procedures with the assistance of the Director of Patient Care Services.
• Regularly meet with staff to answer questions, provide general feedback, and set expectations.
• Perform all the duties of a Patient Care Navigator and function in that role on an as needed basis.
• Perform quality control activities including actively listening to phone calls, de-escalating frustrated patients, investigating, and responding to patient complaints.
• Identify and escalate major issues to Director of Patient Care Services and assist with resolution planning as requested.
• Ensure employees are achieving desired service levels by developing monthly, quarterly, and annual call center goals and action plans and providing feedback and taking corrective action, as needed.
• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfaction.
• Prepare work schedules to ensure sufficient coverage.
• Work closely with the HR department and Director of Patient Care Services to assist with hiring, training, coaching and leading of new and current Patient Care Center employees.
• Participate in Bloom Health Centers initiatives and activities designed to promote, grow, and improve the organization.
• Perform employee evaluations based on specified criteria using dial pad and other resources.
• Always present oneself in a professional manner. Maintain positive working conditions.
• Perform other duties as assigned.

Qualifications

• Demonstrated experience of call center management experience
• Excellent customer service experience
• Experience reporting directly to upper management
• Excellent time-management skills
• Flexible; adaptable to sudden changes or disruption of routine(s)
• Ability to comply with HIPAA regulations
• Experience in EMR systems strongly preferred
• Must be organized, reliable, professional and be able to maintain confidentiality
• Must be able to clearly communicate through speaking, reading, and writing in English
• Must have basic computer skills: (Windows, Word, Excel, Outlook)

Other Requirements

• Minimal travel (5%) may be necessary to be present in the different office locations as necessary for employee support
• All offers of employment at Bloom Health Centers are contingent upon clear results of a thorough background check

Included Benefits

• Health, Dental, and Vision Insurance
• Free Life Insurance
• 401(k) Match
• Opportunity to grow and expand
• PTO (including increases with years of service, holidays, and floating days)

Location

This is an on-site position located within our administrative headquarters in Lutherville-Timonium, Maryland.

Bloom Health Centers is committed to creating a diverse and inclusive workforce and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Lutherville-Timonium, MD 21093: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Management: 1 year (Preferred)
• Call center: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)

Work Location: One location

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