Fenway Health Medical Call Center Manager in Boston, Massachusetts
Medical Call Center Manager
Boston, MA (http://maps.google.com/maps?q=1340+Boylston+St+Boston+MA+02215) • Medical
The Medical Call Center Manager, under the direction of the Director of Medical Operations, provides clinical and administrative oversight to the staff of the centralized Medical Call Center. Works closely with their supervisor to provide direction, leadership and support to staff to assure departmental productivity and efficiency. Responsibilities include interviewing, hiring, overseeing the orienting and training of employees; planning, assigning, and directing work; evaluating performance; and addressing complaints.
- Provide management for inbound call center
Promote, facilitate, and provide quality efficiency, one call resolution, and patient satisfaction
Oversee operations for administrative and clinical call center staff
Monitor data and team processes while driving to improve the services provided
Monitor work flow and staffing to ensure the best use of personnel resources each day
Assist Call Center staff with escalation calls
Manage patient feedback and/or incident reports related to the Medical Call Center
Assist with onboarding and training of new staff
- Data Analytics:
- Creates reports as needed to review with the Senior Manager of Clinical Operations regarding call center statistics, patient panels, appointment access, and patient portal enrollment/usage
- Patient Panel Management:
- Responsible for monitoring patient panels to ensure adequate access to each panel provider. Tracks data for panel size, third next available, and panel compliance to monitor performance for each panel. Oversees process to review daily appointments to reassign PCP as needed.
- Provides administrative assistance as directed
- Assist with answering phone lines, particularly during high call volume times
- Position-Specific Competencies
Able to relate appropriately to, communicate effectively with, and develop trusting relationships with leadership and staff
Demonstrates flexibility regarding job duties and assignments and be open and willing to engage in change and innovation
Ability to travel to various clinics, as required
Ability to work well under pressure and multi-task with minimal supervision.
Understands the importance of maintaining confidentiality; able to maintain strict confidentiality standards
Understanding of medical terminology
Demonstrate a high degree of tact and diplomacy
- Other duties as assigned
High school diploma/GED
4-5 years of experience working in an inbound call center
Previous experience supervising employees, or experience with employee oversight and development including training, assigning and directing work/assignments, and performance evaluation
Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.
Strong computer and typing skills
Ability to work cooperatively as part of a team
Strong customer service and problem-solving skills
Experience with electronic medical records (Epic experience a plus)
Familiarity with the LGBTQIA community and people living with HIV/AIDS as well as a commitment to community health
Proficiency in written and spoken English
2 years of experience in a medical setting
This position requires the ability to interact positively, constructively and effectively with staff, providers, and other departments
Ability to meet the following physical requirements with or without reasonable accommodation:
Sit at a computer station for extended periods of time
Ability to keyboard for extended periods of time
We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply.Highly experienced individuals may be compensated at a higher rate.
$53,800 - $67,300 a year