Assistant Call Center Manager

The Assistant Call Center Manager assists with oversight of all administrative operations in the call center, will effectively manage all assigned administrative duties and staff and supervises all assigned support staff. This role ensures the effective execution of call center operations, fosters team development, and drives performance excellence to meet organizational goals. The Assistant Call Center Manager serves as a key resource for communication and coordination across all call center functions, focusing on enhancing the patient experience and streamlining processes. This position requires strong leadership, operational management, and a commitment to providing world-class support to both patients and internal stakeholders.

Essential Duties And Responsibilities

• Performs job in accordance with Company Mission, vision, and goals.
• Exercises confidentiality in all areas, abiding by HIPAA rules and regulations.
• Organizes all administrative functions and is responsible for efficient day-to-day functioning of related staff.
• Is responsible for staff schedules and ensuring coverage in the absence of a staff member. Schedules for appropriate overage and utilization of support staff.
• Fosters a positive and professional work environment that encourages collaboration, accountability, and high performance.
• Assists in the development and implementation of processes, policies, and procedures to optimize efficiency and effectiveness.
• Coaches and mentors call center staff, identifying training needs and providing ongoing development opportunities.
• Monitors call center operations to ensure compliance with service level agreements (SLAs), quality standards, and productivity metrics.
• Maintains accurate documentation of team performance, attendance, and disciplinary actions.
• Conducts regular performance evaluations, delivering constructive feedback to support employee growth.
• Collaborates with scheduling and referral teams to ensure appointment accuracy and adherence to scheduling policies.
• Acts as a patient advocate, ensuring a setting that protects the rights of the patient and provides an atmosphere that does not compromise the patient's physical or mental wellbeing, safety or dignity.
• Oversees the proper handling of patient medical records, as required under HIPAA regulations.
• Serves as a liaison between call center staff, management, and other departments, fostering open and effective communication.
• Oversees the inventory and ordering of necessary office supplies to support call center operations.
• Generates, reviews, and distributes daily, weekly, and monthly performance reports, identifying trends, risks, and opportunities for improvement.
• Presents actionable insights to Call Center management to drive strategic decision-making.
• Supports Call Center management in implementing new technologies, integrations, or operational changes.
• Steps into representative roles, as needed, to ensure continuity of service during staffing shortages or high call volumes.
• Effectively handles patient complaints in a timely and appropriate manner, providing guidance and solutions while maintaining patient and provider satisfaction.
• Ensures that timecards are accurate for payroll and ensures all timecards are reviewed/approved by staff by appropriate deadlines.
• Follows instructions; responds to management direction; accepts personal responsibility for actions, performance, and results; keeps commitments; completes tasks on time or notifies appropriate person with alternate plan
• Independently works though situational issues and uses problem solving skills to achieve desired outcome.
• Participate in and complete all required trainings and in-services.
• Perform other duties as assigned.

Minimum Qualifications

• High School Diploma, or equivalent, WITH three (3) years of related experience and/or training, or an equivalent combination of education and/or experience.
• Must have at least two (2) years' experience in building/managing a team of direct reports with proven track record of meeting or exceeding performance goals, such as service levels, quality metrics, and productivity targets.
• To perform this job successfully, an individual should have knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook) and experience working with a CRM platform such as Salesforce or Microsoft Dynamics 365.
• Must have excellent written and oral communication skills.
• Must be able to build effective relationships with key stakeholders.
• Must be able to manage large-scale operations (including multi-site and remote operations).
• Must be able to demonstrate strong business acumen, as well as analytical and problem-solving skills.
• Must be able to work individually as well as within a team.
• Must be able to multi-task and prioritize.
• Must demonstrate extreme attention to detail.
• Must possess strong organization skills.
• Must be able to perform calculations, problem solve and use reasoning.
• Must have knowledge of medical practices and medical terminology.
• Must be able to meet predefined production and quality standards.
• Must possess strong leadership skills and be able to effectively manage and direct others.
• Must have experience in organizing, planning, and executing projects from conceptualization through implementation across multiple internal and external reporting and organizational lines.
• Must have strong systems skills and an ability to help lead the implementation of systems and process re-design to increase the efficiency of key financial processes.
• All staff are expected to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.

Preferred Qualifications

• Three (3) years of call center leadership experience with managing multi-level teams, preferably in a healthcare setting.
• Previous experience working with client relationships and stakeholders, particularly in communicating with attorneys, adjusters, providers, and insurance companies.
• Bachelor's degree in business administration, healthcare management, or a related field of study.

Driving/Travel
The employee must have reliable transportation. While the primary workplace may be closest to the employee's home, work assignments could be in any of the Company's locations.

Compensation And Benefits

• Pay Range: $60,000/year - $70,000/year
• PTO: Up to 120 hours in first year (pro-rated based on start date)
• Holidays: 7 (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Day)
• Retirement: 401(k) with employer match
• Health Benefits: Medical (single and family), Dental (single and family), Vision (single and family)
• Other Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Basic Life/AD&D, Employee Assistance Program
• Other Voluntary Benefits: Voluntary Life, Accident, Critical Illness, Hospital Indemnity