Contact Center Manager

1 week ago

Tempe Arizona, Maricopa County, 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

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 Content

    1 week ago

    Tempe, Arizona, 85282, Maricopa County, 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...

  • Ductless Regional Account Manager

    5 days ago

    Tempe, Arizona, 85285, Maricopa County, AZ, United States Johnson Controls Full time

    *** This is a remote opportunity with a preference for applicants located in Phoenix, AZ or willing to relocate***Build your best future with the Johnson Controls team! Who We Are:With Johnson Controls-Hitachi Air Conditioning, you can now address all of your building’s air conditioning needs faster, smarter, and more efficiently than even before. We’ve...

  • Security Installer

    1 month ago

    Tempe, Arizona, 85285, Maricopa County, AZ, United States Johnson Controls Full time

    Be part of the future!We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we’ll give you the space and opportunities to grow and succeed. We are committed to make a difference.What we offer:Competitive...

  • Account Manager

    4 days ago

    Phoenix, Arizona,, Maricopa County, AZ, United States Hilti North America Full time

    Job reference: WD-0032951Account Manager Phoenix What's the role? Our account managers serve as the go-to contact for our customers, embodying our purpose to make construction better by being their partner for productivity, safety, and sustainability. You will manage your own portfolio of customer accounts and be given ownership to build a work schedule...

  • Racquet Center Attendant

    2 weeks ago

    Phoenix, Arizona, 85054, Maricopa County, AZ, United States Marriott International, Inc Part time

    Additional InformationPart Time, Racquet Center, Evening ShiftJob Number24212631Job CategoryGolf, Fitness, & EntertainmentLocationJW Marriott Phoenix Desert Ridge Resort & Spa, 5350 East Marriott Drive, Phoenix, Arizona, United States, 85054VIEW ON MAPSchedulePart TimeLocated Remotely?NPosition Type Non-Management POSITION SUMMARY Schedule individual and...

  • Account Manager

    4 days ago

    Phoenix, Arizona,, Maricopa County, AZ, United States Hilti North America Full time

    Job reference: WD-0032581Account Manager - Energy & Industry Phoenix What's the role? Our Account Managers serve as the go-to contact for our customers, embodying our purpose to make construction better by being their partner for productivity, safety, and sustainability. You will manage your own portfolio of customer accounts and be given ownership to...

  • Fitness Center Instructor

    1 month ago

    Phoenix, Arizona, 85054, Maricopa County, AZ, United States Marriott International, Inc Part time

    Additional InformationGroup Class - Spin, HITT and BootcampJob Number24200236Job CategoryGolf, Fitness, & EntertainmentLocationJW Marriott Phoenix Desert Ridge Resort & Spa, 5350 East Marriott Drive, Phoenix, Arizona, United States, 85054VIEW ON MAPSchedulePart TimeLocated Remotely?NPosition Type Non-Management POSITION SUMMARY Instruct group fitness...

  • Complex Sales Manager Homewood Suites and Hampton Inn Chandler

    4 weeks ago

    Chandler, Arizona, 85226, Maricopa County, AZ, United States Hampton Inn Chandler Full time

    Compensation Type: Yearly Highgate Hotels: Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the...

  • Finance Manager

    1 month ago

    Goodyear, Arizona, 85395, Maricopa County, AZ, United States GXO Logistics Full time

    Logistics at full potential. At GXO, we’re constantly looking for talented individuals at all levels who can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you’ll have the support to excel at work and the resources to build a...

  • Psychiatry Account Manager

    2 weeks ago

    Phoenix, Arizona, 85003, Maricopa County, AZ, United States Lundbeck Full time

    Territory: Phoenix West, AZ - Psychiatry Target city for territory is Phoenix - will consider candidates who live within 40 miles of territory boundaries with access to a major airport. Territory boundaries include: Tempe, Glendale, Sun City, Avondale and Tonopah. SUMMARY: Are you a results-driven biopharmaceutical sales professional looking to be...

  • Physician (MD/DO) - Trauma Surgery in Arizona, AZ

    2 weeks ago

    Arizona, 85287, Maricopa County, AZ, United States Healthcare Connections Full time

    Phoenix, AZ Trauma Surgeon: Level I Trauma Center An exciting opportunity exists for a Trauma Surgeon to join an established Trauma program in an employed position in sunny sought-after Phoenix! The incoming surgeon will demonstrate skills in emergency surgery, surgical critical care, trauma patient care and have a record of teaching and research...

  • Physician (MD/DO) - Anesthesiology in Arizona, AZ

    2 weeks ago

    Arizona, 85287, Maricopa County, AZ, United States Healthcare Connections Full time

    Phoenix, AZ GROWING Anesthesiology Group An exciting opportunity in Phoenix for an Anesthesiologist to join a large group in EXPANSION mode! This is a large group of 27 providers, MD's and CRNA's, covering 10 OR's, a GI lab, and conscious sedation at a Level I Trauma center in the heart of Phoenix. This is a lifestyle opportunity to enjoy...

  • Physician (MD/DO) - Pediatrics in Arizona, AZ

    3 weeks ago

    Arizona, 85287, Maricopa County, AZ, United States Healthcare Connections Full time

    Pediatric Emergency Medicine in Sunny Phoenix, AZAn exciting opportunity exists for a Pediatric Emergency Medicine physician to join an established Pediatric Emergency Department Team in sunny sought-after Phoenix! A BRAND NEW hospital just became the new home to the Level I Trauma Center, so the incoming physician can expect the newest and most...

  • Phlebotomist/Medical Receptionist

    3 weeks ago

    Scottsdale, Arizona, 85250, Maricopa County, 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...

  • Housekeeping Supervisor

    3 days ago

    Scottsdale, Arizona, 85250, Maricopa County, AZ, United States Marriott International, Inc Full time

    Additional InformationJob Number24216782Job CategoryRooms & Guest Services OperationsLocationCourtyard Scottsdale Salt River, 5201 North Pima Road, Scottsdale, Arizona, United States, 85250VIEW ON MAPScheduleFull TimeLocated Remotely?NPosition Type Non-Management POSITION SUMMARY Complete designated cashier and closing reports in the computer system....

  • Phlebotomist/Medical Receptionist

    3 weeks ago

    Mesa, Arizona, 85204, Maricopa County, 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...

  • Associate Researcher

    1 week ago

    Scottsdale, Arizona, Maricopa County, AZ, United States Yardi Systems Full time

    About the Role:Are you detail-oriented and skilled at gathering property-level information through various channels? Yardi is seeking an Associate Researcher to focus on obtaining crucial real estate data to support our clients. In this role, you will primarily gather property-specific information using resources like phone interviews, email, and web...

  • Activities Coordinator

    1 month ago

    Scottsdale, Arizona, 85251, Maricopa County, AZ, United States Marriott International, Inc Full time

    Additional Information$500 Sign on BonusJob Number24198655Job CategoryGolf, Fitness, & EntertainmentLocationThe Phoenician a Luxury Collection Resort Scottsdale, 6000 East Camelback Road, Scottsdale, Arizona, United States, 85251VIEW ON MAPScheduleFull TimeLocated Remotely?NPosition Type Non-Management POSITION SUMMARY Serve as a key resource for all...

  • Program Director

    7 days ago

    Phoenix, Arizona, 85013, Maricopa County, AZ, United States Sevita Full time

    Mentor Community Services, a part of the Sevita family, provides community-based services for individuals with intellectual and developmental disabilities. Here we believe every person has the right to live well, and everyone deserves to have a fulfilling career. You’ll join a mission-driven team and create relationships that motivate us all every day....

  • Behavioral Health Program Director

    2 weeks ago

    Phoenix, Arizona, 85013, Maricopa County, AZ, United States Sevita Full time

    Mentor Community Services, a part of the Sevita family, provides community-based services for individuals with intellectual and developmental disabilities. Here we believe every person has the right to live well, and everyone deserves to have a fulfilling career. You’ll join a mission-driven team and create relationships that motivate us all every day....