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Director, Call Center

EmblemHealth Albany Full-Time
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Oversees the day to day operations of the Call Center and works with the AVP of Call Center Operations and Regional Site Leader to define policies and procedures for the call center to execute and deliver a differentiated patient and member experience.  Ensures that calls are handled promptly, meets required quality assurance and customer service guidelines and that the department operates within established budgetary constraints.  Takes the lead on cross functional call center service delivery initiatives.


  • Responsible for hiring and providing leadership to their direct report employees and call center advocates and ensures that all operations procedures are executed ensuring that all employees receive proper training to meet the needs of our patients.  
  • Ensures that proper ongoing training, development and support of personnel takes place and ensures their knowledge of the Company’s policies and procedures, appointment availability, lines of business, services provided, and other significant information delivered to patients.
  • Effectively and efficiently manage resources to ensure that the department’s targets are met. This will include staffing levels, equipment and resources are available and adequately utilized.
  • Proactively seeks to learn best practices and/or techniques other call centers use to increase performance and provide excellent customer service.
  • Designs and implements leadership training and performance goals for direct report Call Center Managers and/or Supervisors in order to improve managerial skills and professional growth.
  • Perform workplace and telephone monitoring to ensure call quality and accuracy. Partner with the Quality Assurance team to determine coaching, feedback and training needs and monitor performance improvement cycle for advocates with performance gaps.
  • Analyze reports to determine efficiencies of existing resources and makes recommendations for future needs.
  • Collaborates with call center and medical office colleagues to ensure that all patient and member calls are handled properly, and customer service standards are consistently achieved.
  • Administers various activities reporting used for analysis and decision-making.  This might include preparation of standardized reports or compiling data necessary to prepare additional reports.
  • Maintains database of current policies, procedures and practices to ensure accurate information is given to call center staff.
  • Partner with AVP of Call Center Operations and Site Leader to develop on-going employee reward and recognition programs for staff.
  • Implements methods designed to effectively gather and assess customer feedback.
  • Interface with Department Heads and Center Administrators at all of ACP’s facilities and within EmblemHealth to assist with patient and member requests or concerns, as required.
  • Conducts presentations for other managers, physicians and staff, as well as chair a working committee for the call center.

  • Bachelor’s Degree (preferably in business or healthcare) from an accredited institution
  •  Additional years of experience or specialized training/experience may be considered in lieu of educational requirements
  • Minimum of ten years work experience in a high-volume customer service call center environment required
  • Minimum of 2 years’ experience leading large teams (100+) with performance management authority for all staff including supervisors and/or manager levels required
  • Experience with call center telephone systems and IVR required
  • Experience with metrics and analysis including workforce planning, productivity, SLAs, and KPIs required
  • Work experience should include representing Call Center to senior leadership across the organization required
  • Inbound call center experience preferred
  • Healthcare industry experience with patient or member centric call centers preferred
  • Prior experience working with unionized employees preferred
  • Highly effective communication both orally and in writing is required. Organizational and problem-solving and leadership skills are essential. Time management skills and an ability to prioritize projects/work is essential required
  • The ability to effectively lead and direct a diverse workforce required
  • Previous experience managing budgets required
  • Ability to travel required

Recommended skills

Time Management
Complex Problem Solving
Decision Making
Workforce Planning
Performance Management


CareerBuilder Estimated Salary

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Job ID: 190SR


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