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!
JOB SUMMARY
This position is responsible for the oversight and management of the 24 x 7 Vitals Monitoring
Programs and working closely with home care staff, physicians, referral sources and community
groups and other healthcare and managed care entities.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES
• Develops and implements best practice algorithms, protocols, policies and procedures based
on clinical guidelines and other pertinent research and presents and gains approval from
senior management.
• Supervises staff and escalation of issues to include needed liaison activities with external
partners, development of algorithms and protocols, and other policies and procedures.
• Develops team and conducts training to ensure a high level of knowledge and quality of the
Vitals Monitoring Programs.
• Conducts monthly shadowing/call monitoring of team members and provides feedback for
improved performance and member experience.
• Measures and manages the team to meet or exceed performance and contractual targets and
performance manages those individuals that are not meeting targets.
• Ensures continuous improvement of the member experience by investigating and addressing
root causes in a way that benefits the member and the business.
• Uses critical thinking skills in identifying and resolving issues and implementing best practices
for the Vitals Monitoring Programs.
• Leads 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.
• Advocates fiscal responsibility in the management of member care through efficient utilization
of resources.
• Communicates information in a timely, relevant, and accurate manner to all team members.
• Celebrates and shares examples of exceptional member experiences.
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• Collaborates with Workforce Management to ensure staff is scheduled to meet forecasted
demand.
• Administers and assists with attendance and other disciplinary issues.
• Manages the interviewing and hiring process.
• Other duties as assigned.
SUPERVISORY RESPONSIBILITIES
• Determines appropriate resourcing of staff in order to achieve goals and objectives.
• Defines annual Key Performance Indicators aligned with corporate goals.
• Manages and mentors employees on performance gaps, career development opportunities,
and strategies.
• Manages and coaches employees on all human resource related processes including
onboarding, performance management, succession planning, employee relations, selection,
terminations, compensation and rewards.
• Recognizes others' contributions and share credit for success.
• Owns attainment of high employee satisfaction and retention; lead development of program
and initiatives within group to attain high employee satisfaction.
• Prepares and manages budget as assigned; analyzes variances and initiates corrective
actions to maximize operational performance.
KNOWLEDGE, SKILLS AND ABILITIES
• 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 verbal and written communication skills.
• Proficient in managing multiple tasks as the same time.
EDUCATION AND TRAINING
• Bachelor's Degree required.
• Six (6) plus years of experience. Minimum of 3-5 years of related call center and/or clinical
leadership experience
• Three (3) plus years leadership responsibility.
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• Or equivalent combination of education and/or experience.
• Direct clinical experience preferred.
• RN, MA or CNA preferred.
Salary: $69,900-$80,000 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.