Call Center Manager

General Purpose of the Job

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.

Essential Duties & Responsibilities

• Responsible for the onboarding and training of Call Center representatives.
• Management of diffusing situations prior to being escalated to administration.
• Serve as Lead to the external call center team for any inquiries or questions.
• Oversight of implemented break/lunch schedules.
• Responsible for managing scheduling conflicts of internal staff/coverage.
• Works cohesively within the Patient Services Department.
• Maintains confidentiality of patients, administrative, and financial functions.
• Provides patient-focused service and presents positive impression of Long Island Select Healthcare to both internal and external customers.
• Manages high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meets or exceeds Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner.
• Documents all incoming & outgoing phone calls within the EMR.
• Maintain Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Meet or exceed Quality Assurance Requirements and other key performance metrics.
• Manage high-volume amount of inbound and outbound calls in a timely manner.
• Answers phone promptly; in a polite and professional manner