Vitals Monitoring Call Center Manager

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!
VRI, a Modivcare Service is looking for an experienced Call Center Manager for the Vitals Monitoring Department. You will be responsible for the 24 x 7 oversight and management of the Vitals Monitoring Programs. This includes supervision of staff, escalation of issues to include needed liaison activities with external partners, development of algorithms and protocols, and other policies and procedures. This position works closely with home care staff, physicians, referral sources and community groups and other healthcare and managed care entities.
You will...

• Develop and implement best practice algorithms, protocols, policies and procedures based on clinical guidelines and other pertinent research and present and gain approval from VRI Senior Management Team.
• Develop team and conduct training and annual competency testing/training to ensure a high level of knowledge and quality of the Vitals Monitoring Programs.
• Conduct monthly shadowing/call monitoring of team members and provide feedback for improved performance and member experience.
• Measure and manage the team to meet or exceed performance and contractual targets and performance manage those individuals that are not meeting targets.
• Ensure continuous improvement of the member experience by investigating and addressing root causes in a way that benefits the member and the business.
• Use critical thinking skills in identifying and resolving issues and implementing best practices for the Vitals Monitoring Programs.
• Lead by example in driving a culture of client centricity and ensures that Vitals Monitoring is managing day to day activities appropriately to create the best employee and member experience possible.
• Advocate fiscal responsibility in the management of member care through efficient utilization of resources.
• Communicate information in a timely, relevant, and accurate manner to all team members.
• Celebrate and share examples of exceptional member experiences.
• Collaborate with Workforce Management to ensure staff is scheduled to meet forecasted demand.
• Administer and assist with attendance and other Vitals Monitoring Representatives disciplinary issues.
• Assist in interviewing and hiring process.
• Provide regular feedback to direct reports.
• Develop high-performing team members.
• Hire high-potential team members for key roles.
• Growth mindset that drives process improvement, embraces challenges, finds inspiration in the success of others
• Drive positive change to achieve both departmental and company-wide metrics.

We are excited to speak to someone with the following...

• Direct clinical experience preferred
• Minimum of 3-5 years of related call center and/or clinical leadership experience
• Ability to manage large call center teams
• Strong analytical and problem-solving skills
• Proven track record in leading and developing staff
• Experienced at coaching team members to improve performance
• Self-motivation and the ability to work independently and with teams
• The ability to engage team members and respect them as individuals
• Process improvement skills and experience
• An energetic pace along with a positive attitude
• Proficient in the use of Word, Excel, Outlook, and PowerPoint
• Excellent oral and written communication skills
• Proficient in managing multiple tasks as the same time

Salary: $55,000-$70,000 annually
We value our team members and realize the importance of benefits for you and your family.
Modivcare offers a comprehensive benefits package to include the following:

• Medical, Dental, and Vision insurance
• Employer Paid Basic Life Insurance and AD&D
• Voluntary Life Insurance (Employee/Spouse/Child)
• Health Care and Dependent Care Flexible Spending Accounts
• Pre-Tax and Post --Tax Commuter and Parking Benefits
• 401(k) Retirement Savings Plan with Company Match
• Paid Time Off
• Paid Parental Leave
• Short-Term and Long-Term Disability
• Tuition Reimbursement
• Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)

Modivcare is an Equal Opportunity Employer.

• EEO is The Law - click here for more information
• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at [email protected].
• Modivcare requires all employees to be vaccinated for COVID-19. Modivcare is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for exemptions from this policy as required under the law.