Care Center Manager Call Center in Augusta, GA at NavCare

Date Posted: 7/18/2018

Job Snapshot

Job Description

Job Description Summary:

The NavCare Care Center Manager is responsible for proactively engaging Care Team Members during their daily task of providing Chronic Care (CCM), Transitional Care Management (TCM), Care Coordination and Population Health services to patients and beneficiaries. The Care Center Supervisor coordinates all activities in the Care Center that involved handling incoming and outgoing inquiries including service failures.


Care Center Call Center
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Essential Job Functions/Responsibilities:

A. Provides onsite supervision of Care Center staff, including off-site and remote employees.

B. Supervises employees and customer interaction; Responds promptly to internal and external customer needs; Solicits internal and external customer feedback to improve customer service.

C. Monitors calls to observe Care Team members’ demeanor, technical accuracy and conformity to processes and procedures. Provides Care Team with reports on individual and team performance.

D. Demonstrates an innovative leadership strategy for accomplishing strategic goals set by NavCare leadership.

E. Provides high-level employee touch focused on engagement and outcomes. This includes providing education and coaching to Care Team members to promote continuous engagement in their roles and responsibilities as well as employee retention.

F. Determines work procedures, prepares work schedules and expedites workflow. Makes recommendations for adjustments to standardized procedures and workflows to improve efficiency and work performance.


Position Requirements:

1. Associate’s or Bachelor’s degree preferred.
2. Healthcare call center or healthcare delivery setting supervisory experience preferred.
3. 5 years of demonstrated achievement leading teams focused on delivering high quality customer service.
4. Exceptional leadership/management talent to include strong problem-solving and critical thinking abilities in addition to excellent oral, written and presentation skills.
5. Experience with a variety of electronic health/medical records systems and the ability to quickly master new information systems.
6. Proficient in Microsoft Office applications (Excel, Power Point, Word)


Care Center Call Center

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