Healthcare Contact Center Manager

Are you passionate about providing exceptional customer service in the healthcare industry? As a Contract to Hire Healthcare Contact Center Manager at T2 Flex, you will be responsible for overseeing the operations and performance of our contact center to ensure efficient and effective service delivery to patients. In this role, you will lead a team of contact center agents and work closely with... healthcare providers to meet patient needs and deliver a high-quality customer experience. You will develop and implement strategies to optimize contact center operations, manage staff performance, and ensure compliance with industry regulations. At T2 Flex, we prioritize professional development and provide a supportive culture where employees can thrive. Join our team and make a meaningful impact on patient care and satisfaction. Responsibilities: • Oversee all aspects of contact center operations, including call routing, agent scheduling, and performance tracking • Develop and implement strategies to improve efficiency and customer service • Manage a team of contact center agents, including hiring, training, and performance evaluation • Collaborate with healthcare providers to understand patient needs and ensure exceptional service delivery • Monitor and analyze contact center metrics to identify areas for improvement and implement solutions • Ensure compliance with industry standards and regulations • Stay up to date with industry trends and best practices in healthcare contact center management Requirements • Prior experience managing a healthcare contact center or similar role • Strong knowledge of contact center operations, systems, and technologies • Experience with healthcare and patient engagement processes • Excellent communication and interpersonal skills • Ability to lead and motivate a team to achieve performance goals • Proven track record of driving process improvement and delivering results • Knowledge of industry regulations and compliance requirements • Strong problem-solving and critical thinking skills • Bachelor's degree in a related field preferred • Proficiency in MS Office applications • Must know Genesys phone system and gamification • Understanding of strict workforce management, Success KPI, Quality • Must have extensive knowledge of running 24x7x7 contact centers Benefits • Career development advancement • Competitive benefit package including a 401(k) match, medical/dental/vision insurance • Extensive training and learning opportunities • Knowing that you make a difference everyday • Paid time off and holidays • Positive work culture and great team of people

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