Call Center Manager

                    

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

                        

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

                                    

Job Title

Call Center Manager

                        

Location

Beachwood

                    

Facility

Cleveland Clinic Administrative Campus

                     

Department

Appointment Center-Clinical and Operational Improvement

                      

Job Code

T28128

                     

Shift

Days

                       

Schedule

7:00am-7:00pm

                       

Job Summary

                         

Job Details

Join the Cleveland Clinic team where you will work alongside passionate caregivers and provide patient-first healthcare. You will work alongside dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.    

The Call Center Manager drives continuous improvement of the patient contact and/or scheduling function within the larger initial patient contact function at Cleveland Clinic. This role works closely with Hospital, Family Health Centers, Administration and Physicians to identify new and emerging approaches to enhancing access and information to and for patients 

  

This is a hybrid role with 1 day per week working in office. A caregiver in this position works 7:00am to 7:00pm. 

A caregiver who excels in this role will:  

• Attract, build, and retain a high-performing department and team; identifies talent strengths and gaps. 

• Develop a high performing, customer-oriented team focused on delivering superior customer service with the highest level of responsiveness and customer satisfaction. 

• Develop annual departmental strategic and operational plans. 

• Establish priorities and assign resources accordingly. 

• Manage relationships and foster open lines of communication with CC Clinical Institutes and administrative divisions and other key partners. 

• Prepare annual budgets, manages staffing requirements within the theme of a cost-effective operating environment 

• Maximize operational and financial performance of assigned groups/processes 

• Organize functions of department through appropriate assignment of responsibilities, delegation of authority and overall direction of workflow processes. 

• Assess operational performance metrics to ensure that optimal patient centered production efficiencies are reached 

• Monitor and evaluate activities of assigned teams and provides on-the-job training and retraining, as necessary, to ensure operational efficiency and adherence to policies and procedures and ensure caregiver engagement. 

Minimum qualifications for the ideal future caregiver include:  

• Bachelor's degree 

• Five years of management and leadership experience in customer relations, sales administration, or service environment 

• OR 7 additional years of progressive experience may substitute degree requirement. 

• Prior customer support experience in transforming organizations to deliver superior internal and external service 

• Experience ensuring high rates of customer satisfaction and retention 

• Experience in report generation, data collection systems and analysis techniques 

• Strong technical background with experience using technology to improve efficiency 

• Can develop, deliver, and sustain successful customer service programs and consistently meet and/or exceed goals 

• 403(b) Savings & Investment Plan
• Investment Pension Plan (IPP) 
• Tuition Reimbursement
• Paid Time Off (PTO) 
• Employee Discounts
• Dental and Vision Plans 
• Life Insurance and Disability 

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Personal Protective Equipment:

• Follows Standard Precautions using personal protective equipment as required.

                       

The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.

Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.

Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility. 

If applying for a Florida position, please see the following website for more information on the background screening requirements required by the Agency of Health Care Administration: https://info.flclearinghouse.com/

Please review the Equal Employment Opportunity poster. 

                  

Cleveland Clinic is pleased to be an equal employment opportunity employer.