Contact Center Manager

2 months ago

Tempe AZ United States One Medical Full time

About Us

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity:

As we continue to expand and transform the primary care experience, we’re looking for energetic and passionate leaders to manage the people, processes, and technology that make One Medical unique. As a Centralized Services Operations Manager, you’ll be responsible for meeting One Medical patient promises of outstanding quality of care, access, and truly patient-centered experiences at an affordable cost. You’ll execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS). Specifically, you’ll manage the centralized services team members and lead our operations to ensure One Medical is a great experience for both patients and team members. 

You are a strong people leader and innovative problem-solver, who is driven to create efficient workflows and cultivate cohesive teams. You are self-aware, a continual learner, and focus on the big picture. You have mastered the art of customer-service, administrative work and motivating a team or peers, especially through times of change.  You are currently looking for your next opportunity that has an emphasis on delivering results, driving engagement and all things people management at an organization that is transforming healthcare. If this sounds like you, we would love to connect. 

What You'll Likely Work On:

  • Support the management of the day to day operations of our inbound and outbound patient support center

  • Model the ideal team member experience through excellent on-boarding, training, performance feedback, skills coaching, learning opportunities and engaged career development

  • Prepares performance reports by collecting and analyzing centralized support specialists data for coaching and feedback. (a team of 15+ support services specialists)

  • Audit interactions for quality, compliance and present solutions to enhance patient interactions with our central teams

  • Lead team meetings, deliver information and drive KPI’s to ensure patient satisfaction and access to care at all times (CSAT/NPS)

  • Assist with the development of weekly, monthly and quarterly goals and action plans

  • Partners with Leadership to help determine operational center strategies by evaluating team results and objectives.

  • Maintains and improves our operations by monitoring system performance and identifying and resolving problems that arise.

  • Ensure patients have an amazing experience though timely access to the care they need (pre- and post-visit administrative tasks, messages, and calls) and provide solutions to issues with minimal waste and friction

  • Build an engaged team leveraging CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other), Active Daily Management, and Lean principles to meet patient and team experience goals

What you’ll need:

  • 5+ years relevant experience managing high-performing teams, with at least 2 years managing customer or patient facing support teams in a high-volume contact center setting

  • Strong written and verbal communication skills 

  • Ability to remain calm and in control in all situations to help resolve patient issue with little to no friction

  • Advanced customer/patient focus and service skills

  • Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture

  • Experience developing talent through mentorship and coaching, consistent feedback, goal setting and accountability   

  • Proven track record of leading successful change management and process improvement efforts

  • Experience in healthcare, particularly in collaboration with clinicians, is highly desirable

  • Excellent understanding of technology, software and tools along with experience with RingCentral / Nice-InContact a plus

  • Familiarity with G Suite and Electronic Health Record systems are a plus

  • Flexibility with your schedule as we provide round the clock care for our patients

Benefits designed to aid your health and wellness:

Taking care of you today

  • Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues

  • Competitive Medical, Dental, and Vision plans

  • Free One Medical memberships for yourself, your friends and family

  • Pre-Tax commuter benefits

  • PTO cash outs - Option to cash out up to 40 accrued hours per year

Protecting your future for you and your family

  • 401K match

  • Credit towards emergency childcare

  • Extra contributions toward maternity and paternity leave

  • Paid Life Insurance - One Medical pays 100% of the cost of Basic Life Insurance

  • Disability insurance - One Medical pays 100% of the cost of Short Term and Long Term Disability Insurance

This is a full-time salaried position located in Tempe, AZ

INDOPS1

One Medical is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.

One Medical participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.  Please refer to the E-Verification Poster (English/Spanish) and Right to Work Poster (English/Spanish) for additional information.

 

  • Contact Center Manager

    20 hours ago

    Tempe, AZ, United States One Medical Full time

    About Us One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn't your average doctor's office. We're on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health...

  • Contact Center Manager

    14 hours ago

    Tempe, United States One Medical Full time

    About Us One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health...

  • Contact Center Manager

    2 months ago

    Tempe, United States One Medical Full time

    Job DescriptionAbout UsOne Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers...

  • Contact Center Manager

    1 week ago

    Los Angeles, CA, United States APLA Health Full time

    APLA Health's mission is to achieve health care equity and promote well-being for the LGBT and other underserved communities and people living with and affected by HIV. We are a nonprofit, federally qualified health center serving more than 14,000 people annually. We provide 20 different services from 15 locations throughout Los Angeles County,...

  • Contact Center Content

    6 days ago

    Tempe, AZ, United States One Medical Full time

    About Us One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn't your average doctor's office. We're on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health...

  • IT Application Manager

    4 days ago

    Tulsa, OK, United States BOK Financial Full time

    Req ID: 75765 Are you the right applicant for this opportunity Find out by reading through the role overview below. Location: Tulsa -TUL Areas of Interest: Information Technology Pay Transparency Salary Range: Not Available Application Deadline: 12/25/2024 BOK Financial Corporation Group includes BOKF, NA; BOK Financial Securities, Inc. and BOK...

  • IT Application Manager

    5 days ago

    Tulsa, OK, United States BOK Financial Full time

    Req ID: 75765 Location: Tulsa -TUL Areas of Interest: Information Technology Pay Transparency Salary Range: Not Available Application Deadline: 12/25/2024 BOK Financial Corporation Group includes BOKF, NA; BOK Financial Securities, Inc. and BOK Financial Private Wealth, Inc. BOKF, NA operates TransFund and Cavanal Hill Investment Management, Inc. BOKF,...

  • Senior Healthcare Contact Center Representative

    1 week ago

    Tempe, Arizona, United States TEKsystems Full time

    Transformative Career Opportunity in Healthcare Contact CenterWe are seeking an experienced and compassionate Senior Healthcare Contact Center Representative to join our team. As a key member of our customer service team, you will play a vital role in delivering exceptional patient experiences and ensuring seamless communication with our members.About the...

  • IT Application Manager

    5 days ago

    Tulsa, OK, United States BOK Financial Full time

    Req ID: 75765Location: Tulsa -TULAreas of Interest: Information TechnologyPay Transparency Salary Range: Not AvailableApplication Deadline: 12/25/2024BOK Financial Corporation Group includes BOKF, NA; BOK Financial Securities, Inc. and BOK Financial Private Wealth, Inc. BOKF, NA operates TransFund and Cavanal Hill Investment Management, Inc. BOKF, NA...

  • Contact Center Trainer

    1 month ago

    Charlotte, NC, United States Vertex Service Partners Full time

    Company Overview: At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Capital and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality...

  • Contact Center Trainer

    4 weeks ago

    Charlotte, NC, United States Vertex Service Partners Full time

    Company Overview:At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Capital and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality...

  • Contact Center Content

    4 days ago

    Tempe, United States One Medical Full time

    About UsOne Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health...

  • Contact Center-Certified Project Manager

    1 day ago

    Bethesda, MD, United States ISN Corporation Full time

    Company Description Company Description Headquartered in Bethesda, Maryland, ISN Corporation is a nationwide provider of specialized professional services to Federal government agencies. ISN's portfolio includes work with over 100 Federal agencies. ISN Corporation has been awarded a place in theWashington Business Journal's list of the 50 Fastest Growing...

  • Contact Center Operations Program Manager

    1 month ago

    Sunnyvale, CA, United States US Tech Solutions Full time

    Duration: 8 Months Contract Job Description: The Contact Center Operations Program Manager is responsible for overseeing the strategy, execution, and continuous improvement of contact center operations. This role requires a blend of project management, analytical skills, and leadership capabilities to ensure optimal performance and customer satisfaction....

  • Contact Center Content

    6 days ago

    Tempe, United States One Medical Full time

    About Us One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health...

  • Contact Center Content

    6 days ago

    Tempe, United States One Medical Full time

    About UsOne Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isnt your average doctors office. Were on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks....

  • Cisco Contact Center Specialist

    4 weeks ago

    Houston, TX, United States Insight Global Full time

    Job Summary:Insight Global is seeking an experienced Contact Center Support Specialist to join one of our top healthcare provider's IT Team in Houston, TX. The ideal candidate will be responsible for overseeing and managing the Cisco Contact Center platform, ensuring its optimal performance and reliability. They will handle customer requests, translate...

  • Cisco Contact Center Support Specialist

    4 weeks ago

    Houston, TX, United States Insight Global Full time

    Must-haves:3+ years of experience in Contact Center support or a similar IT role.Proficiency in Cisco Contact Center Enterprise, Cisco ICM Scripting, Cisco Communications Manager, and Cisco CVP.Strong communication and technical writing skills.Ability to manage multiple tasks with a high degree of independence.Plusses:Technical Certification – CCNA, CCNP,...

  • Cisco Contact Center Support Specialist

    4 weeks ago

    Houston, TX, United States Insight Global Full time

    Must-haves:3+ years of experience in Contact Center support or a similar IT role.Proficiency in Cisco Contact Center Enterprise, Cisco ICM Scripting, Cisco Communications Manager, and Cisco CVP.Strong communication and technical writing skills.Ability to manage multiple tasks with a high degree of independence. Plusses:Technical Certification – CCNA, CCNP,...

  • Cisco Contact Center Support Specialist

    4 weeks ago

    Houston, TX, United States Insight Global Full time

    Our pay rate for this role is between $35-$39/hourMust-Haves:2+ years of experience in Contact Center support or a similar IT role.Proficiency in Cisco Contact Center Enterprise, Cisco ICM Scripting, Cisco Communications Manager, or Cisco CVP.Strong communication and technical writing skills.Ability to manage multiple tasks with a high degree of...