Under general supervision, the Call Center Manager acts as supervision for all call center employees, and provides customer service for incoming calls from patients to schedule or cancel appointments during high call volume. In addition to performing the functions of a call center representative, they will investigate and resolve escalated or difficult customer service complaints and calls. They will also train new call center representatives, oversee the break/lunch schedule and manage scheduling conflicts.

None.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma, General Education Diploma (GED), or High School Equivalency Diploma (HSE); College degree preferred. 2 years of supervision in a Call Center environment required.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have basic to intermediate knowledge of Microsoft Office software (Outlook, Excel, Word), as well as Practice Management and Electronic Medical Record software.

Other Skills and Abilities

1. Strong Communication and People skills both verbal and written
2. Strong problem solving skills
3. Experience with clerical procedures

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

This position may require traveling to different clinic locations depending upon scheduling needs.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Blood Borne Pathogen Classification: Limited exposure risk to Bloodborne Pathogens (Category III).