Contact Center Manager presso HealthPoint CHC

Salary Range: $79,350 - $126,170 Annually

Location: HealthPoint Administration 955 Powell Ave SW, Renton, WA 98057

Would you like to have a career that makes a daily difference in people’s lives? Do you want to be part of a caring, respectful, diverse community? If you answered yes to these questions, keep reading!

HealthPoint is a community-based, community-supported and community-governed network of non-profit health centers dedicated to providing expert, high-quality care to all who need it, regardless of circumstances. Founded in 1971, we believe that the quality of your health care should not depend on how much money you make, what language you speak or what your health is, because everyone deserves great care.

Position Summary:

Position responsible for facilitating the Contact Center staff and its functions, including but not limited to, inbound/outbound activities, patient triage, appointment scheduling, and additional patient interactions as needed. This position serves as an example of excellent customer service to patients and should have patient-first mindset.

Compensation is dependent on skills and experience.

Your contribution to the team includes:

• Responsible for the Contact Center day-to-day operations.
• Problem-solving and conflict resolution skills
• Communication skills with Team and external departments including back-office staff and providers at the clinical sites.
• Analytical abilities and the ability to make decisions around data.
• Organizational and multitasking skills with understanding of project methodology.
• Strong leadership skills and the ability to motivate teams.
• Coordinates staff, providing direction and guidance creating a team environment.
• Organizes and coordinates workflow to assure that outstanding quality of service is provided to all patients.
• Collect and analyze call-center statistics (customer service metrics, staffing levels to include shrinkage rate and attrition rates, while maintaining SLA)
• Ideally the candidate would be data driven and results orientated on the data that is provided day to day.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.) and drive metrics around first call resolution.
• Responsible for hiring, performance management, talent development, employee relations, recognition, and training of staff by providing effective leadership.
• Facilitate Contact Center staff meetings providing information to the team around organization efforts and goals.
• Participate with the various health centers plans for meeting managed care utilization and productivity goals.
• Oversees the schedules of staff, attendance, vacation approval and timecards.
• Maintains good attendance, is punctual and works full scheduled shift is a condition of employment.
• Demonstrates respectful, professional, and appropriate behavior that supports a team-oriented work environment.
• Demonstrate a commitment to the mission, core values and goals of HealthPoint and its healthcare delivery including the ability to integrate values of integrity, wisdom, creativity, cooperation, responsibility and respect into appropriate programs and services.
• Ensure all work is completed in support and enhancement of the objectives and goals of the organization.
• Continuously evaluate and improve processes and procedures to streamline and enhance office operations using the HealthPoint Lean Management System (HLMS) tools and processes
• This position has supervisory responsibilities.

Must have’s you’ll need to be successful:  

• BA in administration or call center management experience of 6 years.
• Exposure to modern contact center platforms, including dashboard creation and reporting.

If you know about the following it’s a plus:

• Epic experience preferred

Proof of vaccination for COVID-19 is required, prior to start.  HealthPoint does not accept the Johnson & Johnson COVID-19 vaccine as proof of vaccination.  If you have received the Johnson & Johnson vaccine, we ask that you provide documentation demonstrating proof of an alternate COVID vaccine or vaccine series. All new employees are also required to show proof of immunizations and/or immunity to MMR (measles, mumps, rubella), Varicella, annual Influenza and TB QuantiFERON Gold Titer. Additionally, if you work in a HealthPoint clinic, Tdap (within last 10 years) is required. Hepatitis B. is required for clinical employees with potential exposure to blood/blood products. All immunizations are a condition of employment. Upon hire, employees must provide proof of their immunizations and/or immune titer results prior to starting or no later than their fifth (5) business day of employment.

Where to gather your records:

• If you are providing immunizations from an electronic health record, please ensure that you obtain a copy of your full records rather than a screenshot. Each page of your records should include your first and last name, date of birth, and the name of the health system from which the records are pulled.
• If records do not show any data, please seek guidance from your provider for further assistance.
• If you are unable to provide proof as noted above, you can choose to have a lab titer drawn to check immunity or to be re-vaccinated. If you receive vaccination(s) or lab titers, you may obtain them through HealthPoint at no cost to you. This is a great opportunity to get your immunization record up to date at no additional expense.

HealthPoint is committed to offering all employees a competitive compensation package, including benefits and several other perks.

• Medical, Dental, and Vision for employees and their families/dependents
• HSA, FSA plans
• Life Insurance, AD&D and Disability Coverage 
• Employee Assistance Program 
• Wellness Program
• PTO Plan for full-time benefited and part-time benefited employees. 0-.99 years of service accrual of 5.23 hours per pay period. (pro-rated accruals for part-time benefited employees)
• Extended Illness Time Away of 40 hours (pro-rated for part-time benefited employees)
• 8 holidays and 3 floating holidays 
• Compassion Time Away up to 40 hours
• Opportunity Time Off (extended time off for staff to invest in themselves) up to 8 weeks
• Retirement Plan with Employer Match 
• Voluntary plans at a discount, such as life insurance, critical illness and accident insurance,  identity theft insurance, and pet insurance.  
• Third Party Perks Discounted Movie Tickets, Travel, Hotels, and more 
• Development and Growth Opportunities

To learn more about HealthPoint, go to www.healthpointchc.org! #practiceyourpassion

It is the policy of HealthPoint to afford equal opportunity for employment to all individuals regardless of race, color, religion, sex (including pregnancy), age, national origin, marital status, military status, sexual orientation, because of sensory, physical, or mental disability, genetic information, gender identity or any other factor protected by local, state or federal law, and to prohibit harassment or retaliation based on any of these factors.