Greater Lawrence Family Health Center Looking for Customer Support Center Manager at Methuen, MA Full Time

Established in 1980, the Greater Lawrence Family Health Center, Inc. (GLFHC) is a multi-site, mission-driven, non-profit organization employing over 700 staff whose primary focus is providing the highest quality patient care to a culturally diverse population throughout the Merrimack Valley. Nationally recognized as a leader in community medicine (family practice, pediatrics, internal medicine, and geriatrics), GLFHC has clinical sites throughout the service area and is the sponsoring organization for the Lawrence Family Medicine Residency program.

GLFHC is currently seeking a Customer Support Center (CSC) Manager. Under the general supervision of the Director of Customer Support, the CSC Manager is accountable for the day to day operations of the Customer Support Center. The CSC Manager is responsible for oversight and development of customer support staff. The CSC Manager demonstrates and promotes a high quality customer service approach, mentors staff, monitors departmental performance, and supports all Greater Lawrence Family Health Center policies, procedures and behavioral standards fairly and consistently.

Job Responsibilities:

• Provides functional oversight for Team/Staff
• Ensures exceptional customer/patient care and adherence to all organizational policies and procedures
• Analyzes daily, weekly, and monthly reports for Team and individuals
• Ensures quality patient experience and prompt and accurate completion of all required documentation
• Utilizes reports to identify trends/variances to recommend changes in strategy and business to improve individual and departmental performance
• Makes appropriate recommendations/forecasts regarding call volume and staff schedules
• Prepares monthly reviews of KPI’s for health center and leadership reviews
• Works collaboratively internal leadership to ensure high quality care and service to our patients
• Provide regular programmatic updates, needs, and outcomes as requested by leadership
• Sustains compliance with all professional and organizational requirements to meet position standards

Skills/Competencies Required

• Proven communication, organization, documentation and time management skills
• Exercising incredible judgment while dealing with sensitive and confidential information
• Face to face coaching and development
• Delivering effective training
• Reporting and data analysis
• Ability to pivot priorities while ensuring deliverables are completed on time
• Hybrid workforce management experience (Preferred)
• Knowledge of medical terminology (Preferred)

Experience

• 2-4 years contact center experience in a supervisory role required
• Prior healthcare experience strongly preferred
• Proficient with Microsoft Office

Education

• Bachelor’s degree in business, healthcare, or related field

GLFHC offers a setting that’s flexible, rewarding and challenging. If you want to make an impact to the community we serve, apply today!