Call Center Operations Manager

1 week ago

San Francisco, California, United States Mission Neighborhood Health Center Full time
Job Title: Call Center Supervisor

Mission Neighborhood Health Center (MNHC) is a leading provider of healthcare services in San Francisco, dedicated to delivering high-quality care to our diverse patient population. We are seeking a highly skilled Call Center Supervisor to join our team and play a critical role in ensuring seamless communication between patients and our healthcare providers.

Job Summary:

The Call Center Supervisor will be responsible for overseeing the daily operations of our call center, ensuring that all patient interactions are handled with professionalism and care. This includes managing a team of call center representatives, monitoring call center metrics, and implementing strategies to improve patient satisfaction and operational efficiency.

Key Responsibilities:
  • Lead and manage a team of call center representatives to ensure excellent patient service and high-quality call handling.
  • Monitor and analyze call center metrics, including call volume, response times, and customer satisfaction.
  • Develop and implement strategies to improve patient satisfaction and operational efficiency.
  • Collaborate with other departments, including clinical staff, billing, and administration, to ensure seamless patient care.
  • Train and develop call center representatives on protocols, procedures, and customer service techniques.
  • Ensure compliance with call center policies, procedures, and quality standards.
Requirements:
  • Minimum of 3 years of experience in a call center environment, with at least 1 year in a supervisory role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills, with a professional attitude toward patients, providers, and co-workers.
  • Ability to work independently, handle high volume, and multiple tasks.
  • Proficiency with Microsoft Office (Word, Excel, Outlook).
  • Strong knowledge of medical terminology.
  • Bilingual in Spanish and English required.
What We Offer:

Mission Neighborhood Health Center offers a comprehensive benefits package, including medical insurance, dental and vision insurance, life insurance, flexible spending accounts, commuter benefits, vacation time, paid holidays, and 401k retirement savings plan. We are an equal employment opportunity employer committed to fostering an inclusive environment for our diverse workforce.

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