The Patient Service Center Manager will be responsible for all day to day operations of the contact center and staff. This includes establishing policies, procedures, strategies and tactics for the Patient Service Center, and align with the clinics and regulatory compliance to ensure patient satisfaction. This role is responsible on executing tactical objectives and fulfilling our commitment to superior patient service and a positive patient experience. The Patient Service Center Manager plays a critical role in planning and executing AltaMed’s Centralized Patient Service Center. Will work with Human Resources staff to recruit, interview, hire and employ appropriate number of employees.

• Accomplishes organization goals by accepting ownership for accomplishing new and different requests from other departments.
• Determines call center operational strategies by conducting needs assessments, performance reviews to ensure patient satisfaction.
• Provide daily coaching and feedback, recognize and reward accomplishments and contributions, introduce new processes and procedures, and track performance to achieve set goals.
• Process call center exception items, resolve complex issues, review and recommend system modifications, conduct quality reviews, and monitor daily business.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach representatives regarding processes and practices and explain expectations to employees effective AltaMed program or service (either internal or external).
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Collaborate with clinic and site administrators in establishing effective communication model.
• Collaborate with primary care, managed care, senior program operations staff to develop policies and procedures for centralized corporate contact center.
• Extend and maintain existing CRM system to family services while in the process of identifying other platform(s) that may be compatible with current and/or clinical software/system.
• Ensure staffing levels are met to ensure service level goals are achieved for all specialty queues.
• Perform (ROI) analysis to determine effectiveness of marketing, advertising and promotion activities in association with community relations management.
• Participate in strategic meetings to improve processes and workflows to improve patient satisfaction
• Regularly monitors and reviews progress of direct reports to ensure that department goals and objectives are being met and staff is being held accountable for performance.
• Assist with crisis intervention as needed to guide staff with problem resolution as circumstances present themselves with staff and patients/participants/clients
• Perform all other related duties as assigned.

• BA/BS degree with 2 years of experience at a Management/Supervisory level; or high school graduate with 5 years of experience at a Management/Supervisory level required.
• Four years of contact center experience, three years in Customer Relationship Management (CRM) and three years working with call center/ACD phone systems.