Nurse Navigation - Contact Center Manager - Remote

The Manager is responsible for the non-clinical daily management of the 24/7/365 center so that all client and internal performance requirements are met. The Manager oversees a staff of primarily remote staff.

The Manager must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements. As the Manager, you must also have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.

This position helps assure the team's success through analytical evaluations of cost and service trends, calling attention to potential challenges, helping to develop effective solutions, and providing documentation and review of internal and external facing reports.

ESSENTIAL FUNCTIONS/DUTIES

• Genesys telephony administrator.

• CORTI recording and protocol administrator.

• Liaison with the Workforce Management (WFM) team to forecast and develop staff schedules.

• Liaison with internal and external telecom and technical support to avoid system interruptions.

• Build and maintain client profiles and protocols in various computer programs.

• Responsible for all aspects of staffing, scheduling, and system training for center staff. Including daily staffing schedule, call outs, timecards, FMLA, PTO and other staff related administrative duties.

• Responsible for ensuring compliance with all staff members for state licensure requirements.

• Develop and execute annual employee engagement plans.

• Drive accreditation process to ensure compliance with all required items.

• Travel is required to remote locations to support the team's mission.

• Monitor CAD and telephony staff performance (ASA, AHT, ABD, Hold Time, etc.) to meet internal and contractual performance requirements.

• Manage internal and external data reporting in Power Bi (data analytic tool).

• Prepare KPIs and lead discussion on daily, monthly, quarterly, and yearly performance reports.

• Lead monthly and ad hoc internal staff meetings.

• Preparing documents and reports to support quality meetings.

• Research and resolve customer complaints and issues on nonclinical concerns.

• Mentor Clinical Team Leads and Supervisors on contact center performance strategies and requirements. Participate as an internal consultant to the Director of Nursing on issues including, but not limited to, operating metrics, financial performance, trends affecting customers and budget development.

• Assist with the implementation of new client or client programs that may require travel to customer locations.

• Develop strong partnerships with stakeholders to gather, understand and define data and reporting requirements, including development of multiple iterations to arrive at best solution to meet current/future needs.

• Assist with annual budget and business plan development matrixing with GMR financial leaders.

• Adhere to all company policies and procedures.

• Participates in ongoing training, staff development, and quality assurance activities

• Assist in the development of standard operating procedures and process flow documents for training and performance improvement purposes.

• Ensures the resource list is up to date and has a specific flow process with each.

• Assist in the development of new protocols.

• Prepares and reviews documentation, agency reports and statistical data.

• Constantly demonstrates and maintains a high standard of confidentiality.

• Assist in community resource development.

• Perform other duties as assigned.

QUALIFICATIONS

Knowledge, Skills, and Abilities:

• Proven experience as a Remote Contact Center Manager or comparable position.

• Proficient in contact center equipment/software programs.

• Strong organization, project management, and problem-solving skills.

• Effective oral and written communication and interpersonal skills.

• Knowledge of Power BI, Excel, PowerPoint, Access, and Word is required.

• Two (2) years' healthcare customer service experience.

• Experience in public safety or medical services is preferred.

• Knowledge of performance evaluation and customer service metrics.

• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).

• Outstanding communication and interpersonal skills.

• Proficient in Microsoft Teams, Word and Excel programs.

• Create and maintain a positive and cooperative work environment.

• Ability to multi-task efficiently and effectively.

• Be adaptable to change.

• Act calmly and quickly in emergency situations.

• Works in a fast-paced environment and has strong attention to detail.

• Demonstrates a commitment to personal and professional growth through the advancement of leadership knowledge, skills, and abilities.