The Medical Call Center Manager, under the direction of the Director of Medical Operations, provides clinical and administrative oversight to the staff of the centralized Medical Call Center. Works closely with their supervisor to provide direction, leadership and support to staff to assure departmental productivity and efficiency. Responsibilities include interviewing, hiring, overseeing the orienting and training of employees; planning, assigning, and directing work; evaluating performance; and addressing complaints.

Responsibilities:

1. Provide management for inbound call center

• Promote, facilitate, and provide quality efficiency, one call resolution, and patient satisfaction
• Oversee operations for administrative and clinical call center staff
• Monitor data and team processes while driving to improve the services provided
• Monitor work flow and staffing to ensure the best use of personnel resources each day
• Assist Call Center staff with escalation calls
• Manage patient feedback and/or incident reports related to the Medical Call Center
• Assist with onboarding and training of new staff

2. Data Analytics:

• Creates reports as needed to review with the Senior Manager of Clinical Operations regarding call center statistics, patient panels, appointment access, and patient portal enrollment/usage

3. Patient Panel Management:

• Responsible for monitoring patient panels to ensure adequate access to each panel provider. Tracks data for panel size, third next available, and panel compliance to monitor performance for each panel. Oversees process to review daily appointments to reassign PCP as needed.

4. Provides administrative assistance as directed

• Assist with answering phone lines, particularly during high call volume times

5.  Position-Specific Competencies 

• Able to relate appropriately to, communicate effectively with, and develop trusting relationships with leadership and staff
• Demonstrates flexibility regarding job duties and assignments and be open and willing to engage in change and innovation
• Ability to travel to various clinics, as required
• Ability to work well under pressure and multi-task with minimal supervision.
• Understands the importance of maintaining confidentiality; able to maintain strict confidentiality standards
• Understanding of medical terminology
• Demonstrate a high degree of tact and diplomacy

6. Other duties as assigned

• High school diploma/GED 
• 4-5 years of experience working in an inbound call center
• Previous experience supervising employees, or experience with employee oversight and development including training, assigning and directing work/assignments, and performance evaluation
• Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
• Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:

• Strong computer and typing skills
• Ability to work cooperatively as part of a team
• Strong customer service and problem-solving skills
• Experience with electronic medical records (Epic experience a plus)
• Familiarity with the LGBTQIA community and people living with HIV/AIDS as well as a commitment to community health
• Proficiency in written and spoken English
• 2 years of experience in a medical setting 
• Bilingual
• This position requires the ability to interact positively, constructively and effectively with staff, providers, and other departments

Physical Requirements:

Ability to meet the following physical requirements with or without reasonable accommodation:

• Sit at a computer station for extended periods of time
• Ability to keyboard for extended periods of time