Clinical Call Center Manager

Description Shift:  Days

Hourly/Salary:  Salary

Scheduled Work Hours:  8:30 am to 5:00 pm

Regular/Temporary:  Regular

Principal Function: Manage all aspects of an emerging clinical call center and lead the organization to meet service levels, quality calls, and identify opportunities to improve business efficiencies and customer experience.Supervisory Relationships Directly Reports to: AVP of Clinical EducationIndirectly Reports to: SVP- Clinical and Pharmacy OperationsSupervisory Responsibilities for: Operational component of clinical staffEssential Duties: (Includes the following. Other duties may be assigned)1. Serve as a liaison between the clinical team and technical/operation teams within the organization.2. Create and analyze I Decide Program activity and telephone reports on a daily basis and drive improvements of key performance indicators.3. Research and provide problem resolution for consumer calls and provide documentation of outcome to appropriate authority.4. Complete reports or projects for upper management.5. Assist Clinical Team in identifying employee performance issues, developing plans of action, and assessing supplemental training needed for success.6. Maintain phone system flexibility of employee work schedules to meet changing business and departmental needs. Ensure all service levels are achieved efficiently.7. Assist management in achieving departmental goals and implementing initiatives.8. Oversee, and maintain call monitoring and quality programs.9. Performs additional duties required as directed by Clinical & Pharmacy Operations management team.

Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.General Qualifications:1.Ability to multitask2.Excellent written and verbal communication skills3.Excellent organizational and interpersonal skills4.Understanding of call center phone systems and integration with remote agentsEducation/Experience:Bachelor’s degree and a minimum of two years overall call center experience with one year experience as a manager, preferably in a call center environment; or an equivalent combination of education and experience. Experience in handling escalated member/client issues. Disease Management experience a plus.Computer SkillsRequired: MS OfficePreferred: NoneAbout LibertyOver the past 18 years, more than a million people have relied on Liberty Medical for home delivery of their healthcare products. At Liberty, we are dedicated to quality products and real, personalized service for all our patients. We believe that if we can help people better manage their diabetes, they can have more time to focus on living their lives. Liberty works with over a million diabetes patients, giving them the tools and support to mange their diabetes. In addition to Diabetes Supplies, Liberty also offers Pharmacy Products and medical specialty supplies. Liberty is a proud sponsor of the American Diabetes Association.BenefitsLiberty offers a comprehensive benefits package which includes medical, life, dental, vision and supplemental insurance coverage, vacation, a generous holiday schedule, tuition reimbursement, an employee stock purchase plan and a 401(k). The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to successfully perform the job. This job description may be amended at any time at the discretion of the company, with or without reason and/or notification.Liberty is a drug free workplace and an equal opportunity employer.