CCI Health & Wellness Services
  • 24-Jan-2018 to 25-Mar-2018 (EST)
  • Silver Spring, MD, USA
  • Full Time

CCI Health and Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience. Through integrated teams in a learning environment, we deliver high quality, affordable, care to every patient during all stages of life.

Position Summary:

The Call Center Manager, under the direction of the Chief Operating Officer (COO), is responsible for the day-to-day management of the Call Center staff and the scheduling mandates for the medical providers.

As a member of the operation's team the Call Center Manager will fulfill the following KEY FUNCTIONS AND RESPONSIBILITIES towards the provision of patient centered, coordinated patient care:

  • Serve as the key responsible person in the management and training of the Call Center staff.
  • Produce operational reports and conduct frequent quality assurance audits of Call Center staff.
  • Oversee all appointment scheduling activities for CCI sites; ensure that practices are scheduled according to protocol and that schedules support provider productivity goals of 20 patients per provider per day.
  • Maintain a current understanding of health center operations and procedures.
  • Assess department needs and manage the development of Call Center Policies, Procedures and work flows.
  • Respond to or redirect telephone calls to appropriate staff and departments.
  • In collaboration with the COO, conduct personnel activities to include hiring, training, evaluating, disciplinary actions, and other personnel actions as required.
  • Forecast volumes of calls and staffing requirements.
  • Maintain call distribution by assisting in configuring the Evolve system to automatically distribute calls uniformly among call center representatives.
  • Make necessary changes in staffing based on site load, other anticipated events, and Evolve data. Monitor productivity of patient service representatives and generate reports.
  • Review Evolve data to monitor the length of time customers remain on hold.
  • Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
  • Coordinate with COO and IT to maintain the correct recorded announcement menus, and make changes as necessary based on the time of day, day of week, or holidays.
  • Compile work volume statistics for accounting purposes, determine work procedures, prepare work schedules, and expedite workflow.
  • Maintain collaboration among workers and resolve grievances.
  • Manage the staff, including taking responsibility for the overall direction, coordination, planning, assigning and directing work.
  • Perform other Duties as assigned.


  1. Utilize effective communication skills by demonstrating respect, concern and courtesy in all interpersonal relationships.
    1. Communicates information in an accurate, concise and timely manner.
    2. Protects confidentiality of information in written and verbal communications.
    3. Participates in problem solving by attending management meetings, using positive interpersonal skills and appropriate channels to initiate change.
    4. Functions as a role model for department.
  2. Maintain current professional skills and continue professional growth to enhance performance and image of the organization.
    1. Attend appropriate in-services and continuing education offerings to obtain and maintain necessary skills.
    2. Accept assignments and extra duties with flexibility and willingness to participate in all organization activities.
  3. Adhere to personnel policies to enhance clinical operations.
    1. Conform to dress code.
    2. Adhere to attendance policy.
    3. Report to work at designated time.
  4. Assure that staff is trained and operates in compliance with all agency regulations.

Minimum Qualifications:

  • Verbal fluency in English and Spanish required
  • High School Diploma or equivalent.
  • Computer experience required.
  • High volume phone queue experience required.
  • Strong understanding of Call Center statistical analysis and reporting.
  • Minimum of three years experience as a Lead/Supervisor in a high-volume call center setting, health care preferred.
  • Excellent customer service and problem resolution skills.
  • Ability to effectively and professionally communicate with persons of all backgrounds.
  • Experience in and the ability to efficiently manage multiple telephone lines.
  • Excellent organizational skills and ability to work accurately and efficiently.
  • Five years' experience in health care administration; one year in a management capacity.
  • Demonstrated leadership, oral and written communication and analytic skills.
CCI Health & Wellness Services
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