AMG Call Center Manager, Full Time, Days, AMG Prof Call Center Primary Care, Morristown, NJ

AMG Call Center Manager (Primary Care)

Summary:

• Provides high quality and efficient call center services to internal AHS departments and AMG physician practices.

• Ensures successful adherence to target service levels and excellent customer service objectives.

• Monitor operating metrics (customer satisfaction, service levels, and quality/productivity) and provide timely updates to Patient Access Director on efforts to improve or sustain performance.

• Manages day-to-day operations of department, including the performance of Supervisors

• Oversee projects impacting team scope (vendor relationships, technical go-lives)

• Manages cross-departmental communication, including inquires into team's workflows and metrics

Job Duties:

• Manages day-to-day call center operations, including call monitoring, activities of Supervisors and staff to ensure teams are performing at expected levels and KPI targets are met.

• Manages hybrid in/out-source model call center with ability to produce high quality outcomes with a consistent patient and provider experience.

• Supports the overall needs of the team and provides a cohesive and collaborative work environment.

• Oversees the management of position control (interviewing, hiring, firing), including logistics surrounding work schedules, space planning, and remote resources.

• Able to project and appropriately staff the department to effectively function to demand.

• Monitors staff performance, coaches, counsels and provides disciplinary action according to organizational policies.

• Ensures complete onboarding of all staff and enables continuous learning for all active team members.

• Collaborates with the Training Team in developing workflows, reviewing protocols and creating a scheduling quality audit criteria in effort to improve staff performance and metrics.

• Maintains extensive knowledge of all service lines, systems, and processes.

• Participates in operational meetings, internally with Supervisors and staff, or with leadership. Attends meetings prepared to provide detailed analysis or planning related to subject matter.

• Leads meetings with clients and prospective clients, ensuring positive and collaborative relationships with all clients. Represents department in external meetings as needed.

• Effectively and independently works on multiple projects, including the management of projects impacting the Call Center (vendor management, technical go-lives, process optimizations, etc.).

• Monitors vendor management operations to ensure departmental goals are being met.

• Reviews and understands all available reporting sources, using these reports to compile and present updates on daily, weekly, monthly, annual, or ad hoc metrics at weekly meetings, or in other forums as requested.

• Analyzes call center data to identify call center agents who are not performing calls within delineated metrics.

• Conducts routine quality audits to ensure appointments are being scheduled appropriately.

• Ensures adequate response is provided to all audiences (patient, provider, etc.) and appropriate appointment scheduling occurs. Resolves all escalations related to Call Center actions in a timely manner and tracks overall escalation volumes, root cause, and resolution.

• Seeks to proactively improve processes and overall efficiency.

• Provides cross coverage on an as needed basis for all managers and supervisors across department.

Atlantic Medical Group is a physician-led and physician-governed organization that delivers the highest quality health care, at the right place, the right price, and the right time. We are a multispecialty physician group with more than 1,000 doctors, nurse practitioners and physician assistants at over 300 locations throughout northern and central New Jersey and northeast Pennsylvania. Our mission is to deliver exceptional care recognizing the unique needs of all those we serve. Our vision is to achieve the best outcomes with our patients at the center of the physician-led team, driven by service, innovation and continuous learning.

Our integrated network offers seamless access to Atlantic Health''s entire health care continuum and our nationally and regionally ranked hospitals. In collaboration with Atlantic Health, several of our practices offer urgent care and walk-in services.

In addition to primary care physicians, the team includes specialists that care for patients in all aspects of their health from pediatrics to geriatrics and everything in between. We make health decisions easier for patients with enhanced access to referrals.

Atlantic Health offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted:

Team Member Benefits

• Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance.
• Short-Term and Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan: Employer match, additional non-elective contribution
• PTO & Paid Sick Leave
• Tuition Assistance, Advancement & Academic Advising
• Parental, Adoption, Surrogacy Leave
• Backup and On-Site Childcare
• Well-Being Rewards
• Employee Assistance Program (EAP)
• Fertility Benefits, Healthy Pregnancy Program
• Flexible Spending & Commuter Accounts
• Pet, Home & Auto, Identity Theft and Legal Insurance

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Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer.

EEO STATEMENT

Atlantic Health, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.

Requirements:

Minimum Education

• Bachelor's degree or 4 additional years of relevant work experience: Required

• A minimum of three years (seven years without BA/BS degree) of related leadership/project management experience: Required.

• Previous business development/client management/sales experience in healthcare: Preferred

Required Skills

• Computer proficiency 35 wpm required typing speed.

• Excellent customer service skills appropriate to the job.

• Analytical skills and the ability to plan for the execution of large-scale projects.

• Working knowledge of applications / systems utilized

• Must have excellent, clear-and-concise oral and written communication skills

• Workforce management experience and proficiency in call center operations- Preferred.