Bachelor's Degree in human services, psychology, social services, education or related field preferred.
Years of Experience
A minimum of four years of related experience in a healthcare customer service call center, patient engagement, or patient care management experience, along with a minimum of two years of experience leading and building effective teams.
Certification/Licensure
None required.
PHYSICAL REQUIREMENTS
Standing - 10%
Sitting - 90%
Squatting - occasional
Driving - occasional
Kneeling - occasional
Lifting - occasional
Bending - occasional
DISCLAIMER
The duties and responsibilities described in this document are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands.
Time Type:
Full time
Pay Range:
$55,900.00--$78,330.00
Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy:
Medical, dental, and vision health coverage
Flexible Spending and Health Savings Accounts
403b retirement plan with company match
Paid time off and ten paid holidays
AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
Employee Resource Groups
Continuing education opportunities
Employee Assistance Program
Centerstone is an equal opportunity employer. Employment at Centerstone
Benefits
Health insuranceDental insuranceVision insurancePaid time offFlexible schedule
Additional Information
Centerstone is among the nation's leading nonprofit behavioral health systems with thousands of employees dedicated to delivering care that changes people's lives. A dynamic, well-established organization, we offer rewarding opportunities to serve all ages in a variety of settings. Come talk to us about joining the Centerstone team!
JOB DESCRIPTION:
SUMMARY OF POSITION
Centerstone is committed to delivering care that changes people's lives. The goal of the Centerstone Contact Center is to provide an easily accessible, efficient, single point of access to all those inquiring after Centerstone Services. Those inquiries will be met with an excellent customer experience that includes screening, appropriate referral, scheduling, and support- all provided while striving for single call resolution. The Contact Center Manager is an integral component of our Centerstone Contact Center team. The position requires excellence in leadership, reporting, and contact center management. The ideal candidate must demonstrate a working knowledge of behavioral health basics, handling of escalated customer calls and staff situations, and management practices based on KPIs.
ESSENTIAL DUTIES & RESPONSIBILITIES
Manage the day-to-day operations of the Contact Center Team. Monitor Contact Center Call Dashboard to ensure adequate staffing is available to incoming inquiries dependant on call volumes. Handle escalated customer interactions and provide timely solutions and recommendations to the Contact Center Staff as needed. Utilize Contact Center Lead as needed for direct management of Contact Center Specialists. Provide mentoring, coaching and development to team members via one-on-one meetings, team meetings, and call monitoring audits for increased efficiency and effectiveness. Responsible for Contact Center performance management; ensure workforce has the skills and tools needed to provide optimal service through training. Partner with technology staff and senior management to resolve software and hardware issues. Disseminate updated troubleshooting and workflow documentation to staff. Reports and monitors all incidents of HIPAA violations and system issues within established guidelines. Fill open positions as needed and manage staff onboarding. Responsible for Contact Center workforce management; monitor monthly work schedules for adequate staffing levels with consideration of vacation, time of requests, and call volume statistics. Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives. Responsible for contact center team training including but not limited to: new hire training, continuous education, delivering new product training.
KNOWLEDGE, SKILLS & ABILITIES
Effectively communicate via written, verbal, and virtual methods.
Knowledge of basic contact center technology.
Excellent customer services skills.
Familiarity with federal HIPAA and CMS regulations required.
Knowledge of insurance benefits structures.
Strong working knowledge of behavioral healthcare terminology and healthcare landscape.
Prior experience using an EMR, CRM, and/or scheduling software.
Advanced reporting and analytics skills.
Experience with various IT systems and familiarity with desktop applications, especially MS Windows Applications (Excel, PowerPoint, Word, etc).
Excellent attention to detail, and ability to meet deadlines.
Ability to foster an environment of team-driven success through individual contribution and accountability.
Centerstone · Nashville, TN