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Manager, Call Center - Remote

Louisville, Kentucky

Req ID 506627 Post Date May. 02, 2024 CategoryCompliance FacilityAccess Point
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Description

Manager, Call Center – Access Point

Who we are:

At Lifepoint Health, we provide quality healthcare to rural communities. As a valued member of our team, you will be an integral part of a group working together to elevate Lifepoint's healthcare delivery network. Our network includes 60+ community hospitals, 60+ rehabilitation/behavioral health hospitals, and 250 additional sites of care across the United States. As an organization, we are dedicated to serving communities nationwide by providing exceptional care. We believe in the power of our talented teams and strive to create environments where employees find purpose and fulfillment.

What you'll do:

As a Manager, Call Center at Access Point, you will be responsible for supervising a team of call center associates, providing training, monitoring, and mentoring to ensure high-quality patient interactions. You will handle escalated calls, set an example for the team, and assist in developing training tools and resolving process issues to improve performance. You will ensure daily achievement of team quality and productivity goals.

Responsibilities:

  • Supervise daily team activities and ensure client focus.
  • Onboard and mentor new employees for full capability.
  • Monitor key productivity indicators for team focus.
  • Assist with problem resolution and handle escalated calls.
  • Communicate solutions and opportunities for improvement.
  • Perform call monitoring, coaching, and training regularly.
  • Provide accessible tools for team support and training.
  • Foster a team approach to customer service and improvement.

Why choose us:

As a team member of the Health Support Center, our goal is to support those that are in our facilities who are interfacing and providing care to our patients and community members. Our focus is to attract, retain, and empower a diverse and determined workforce. Our mission statement is at the heart of who we are and what we do: “Making Communities Healthier.” In this shared mission, we believe that our collective efforts will shape a healthier future for the communities we serve.

Benefits: We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, flexible PTO, generous Employee illness benefit (EIB), medical, dental, vision, tuition reimbursement, and an Employee Assistance Program. We believe that happy, healthy people have a passionate engagement with life and work and have designed our package to enhance your wellbeing.


Qualifications

What you'll need:

  • Education:Bachelor’s degree or equivalent experience.
  • Experience:3+ year’s management experience including hiring, training, coaching and discipline required; 3+ years call/contact center management experience, focusing on inbound and outbound call programs.
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