Job description

Role Title: Call Center Manager

Manager: Regional Manager

Supervises: Patient Care Coordinators (Call Center)

FLSA Status: Full Time, Exempt (Salaried)

Salary Grade: A

Salary Range: $44,500 - $66,750 per year

Location(s): Beverly, MA

About HealthQ: Established in 1971, HealthQ is a non-profit organization providing sexual and reproductive health. HealthQ's mission is to provide exceptional reproductive and sexual health care to all who need it without judgment and without barriers. With convenient locations on Massachusetts’

North Shore and Merrimack Valley, we provide birth control, abortion care, gender-affirming care, STI testing and treatment, HIV testing and referral, and other preventive health services.

Role Summary: HealthQ is currently looking for a Call Center Manager to manage the daily operations of our internal call center. The call center receives all inbound patient phone calls and text messages. The team is responsible for setting the stage for a positive and supportive experience at HealthQ. The manager leads with a team approach to provide quality patient experiences, maintain operational efficiency, initiate revenue cycle management processes, and meet client needs by answering calls, scheduling appointments, problem-solving, and triaging questions to appropriate parties.

Abilities:

• Dedication to and have passion for reproductive health, and the achievement of reproductive justice and health equity.
• Excellent verbal and written communication and active listening skills including the ability to communicate effectively with diverse audiences.

Skills:

• At least two (2) years of experience in customer service and service operations and three (3) years of supervisory experience.
• High School Diploma or the equivalent in education and closely-related work experience.

Responsibilities:

Managerial

• Ensure patient access to care through schedule management and maintenance.
• Work in collaboration with the Regional Manager and other members of the clinical leadership team on schedule and call center systems development, assessment, and maintenance.
• Responsibilities include staff management, systems design, development and implementation, and development and analyses of productivity and quality metrics.
• Develop, implement, and maintain patient scheduling policies and procedures.
• Assist team with the escalation of patient concerns, as appropriate.
• Resolve issues and responds to inquiries by working with clinicians, managers, and administrative staff, as appropriate.
• Responsible for interviewing, hiring, training, coaching, and performance management of staff.
• Motivate and coaches staff actively and in real-time through effective and hands-on leadership.

Patient Care Coordination

• Answer incoming calls and texts for three health centers promptly and politely.
• Maintain confidentiality and exercise sensitivity and a nonjudgmental manner in dealing with sexuality and sensitive issues with clients.
• Obtain and document patient and appointment information in electronic health record system.
• Utilize and adhere to phone scripts and guidelines for triaging calls/texts.
• Interact with patients/customers courteously and sensitively.
• Contact patients on upcoming schedule lists daily to reduce no shows.
• Conduct verification of insurance benefits and document insurance coverage accordingly.
• Assist patients with HMO plans in obtaining referrals.
• Act as a liaison between patients and financial assistance funds (abortion, gender affirming, etc.); notify the finance department of pledges as confirmed.

Other “nice to have” skills:

• Bi-lingual in English and Spanish, preferred.

Other important details:

This position is a working manager role. The Call Center Manager is assigned in the queue and expected to handle the overflow of inbound calls.

This position is subject to HealthQ’s vaccine requirement, as permitted by law and subject to reasonable accommodation.

HealthQ is an equal opportunity employer. We believe that diversity of experience, perspectives, and background will lead to a better environment for our employees’ patients. We strongly encourage people of color and members of the LGBTQ+ community to apply!

Benefits:

• Health insurance (75% employer paid)
• Dental and vision insurance
• Vacation (3 weeks) and sick (2 weeks) time
• Retirement plan (3% match after 1 year)
• Self-care benefit reimbursement
• Education reimbursement and more.

Job Type: Full-time

Pay: $44,500.00 - $66,750.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Medical specialties:

• Ob/Gyn

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Supervisory: 3 years (Required)
• Customer service: 2 years (Required)

Language:

• Spanish (Preferred)

Work Location: One location

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