Healthcare Call Center Manager

Clinical Call Center Manager

SRG offers flexible staffing solutions with a national presence. We provide contract, contract-to-hire, direct hire and executive search services. SRG utilizes an innovative approach to identify and qualify talent that is unique to the Staffing industry, featuring a cutting-edge platform that allows us to rapidly and precisely match professionals to client requirements. We have a proprietary database of over one million candidates and maintain continuous contact with our qualified talent.

Title: Healthcare Call Center Manager
Location: Murray, KY
Industry: Healthcare
Salary: $70K
Schedule: Mon-Fri, 8am-5pm
Employment Type: Permanent

Summary
We are seeking a dedicated Clinical Call Center Manager to join our Sleep Central team in Murray, KY. In this position, you are responsible for Sleep Therapy CPAP related functions including overall general supervision, training and development, performance measurement and appraisal, information and technical systems, and maintenance of open communication between Sleep Central, other internal departments, and other company locations along with overseeing CPAP Machines and CPAP supplies being shipped directly to patient homes.

Essential Job Duties and Responsibilities

• Clinician is needed to fill this role while managing the team that is doing the CPAP pressure settings
• Aids in the development and implementation of processes, which improve / drive efficiencies and quality within the department
• Create, implement, run, and analyze daily, weekly, and monthly reports, which track Key Performance Indicators (KPIs) specific to Sleep Central
• Daily leadership of employees who use a proprietary system to process orders from multiple different channels (Live Call, Chats, Website Orders, and Interactive Voice Response (IVR)
• Ensure all KPIs are measurable and achievable and align with company standards
• Ensure all productivity standards are met in a timely manner through measuring and monitoring
• Evaluate staffing levels and make recommendations for additional staff as needed
• Gather and analyze information in order to provide recommendations on various issues
• Identify individual, team training needs, and assist in developing plans for immediate and long-term performance improvements
• Leading a Sleep Therapy contact center with a high volume of orders that ship direct to patient homes
• Provide direction to team members and resolve problems in a timely and professional manner
• Responsible for growth and development of all direct reports
• Responsible for hiring, on-boarding training, and managing performance
• Performs other duties as assigned

• Licensed RT/RN, required
• Background investigation (company-wide)
• Drug screen
• Valid driver s license in state of residence with a clean driving record
• College degree preferred; High School Diploma required
• RT/RN with management experience
• DME management experience
• CPAP management experience
• Call Center experience
• Order processing experience

• Effectively communicate in English; both oral and written, with physicians, location employees and patients to ensure questions and concerns are processed in a timely manner
• Helpful, knowledgeable, and polite while maintaining a positive attitude
• Interprets a variety of instructions in a variety of communication mediums
• Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
• Knowledge of insurance policies and requirements
• Maintain confidentiality and practice discretion and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management and deductive problem-solving skills
• Work independently and as part of a team

ADA/EOE
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