Carenet Health

Compensation

Full Description

Job Title: Call Center Operations Manager (On-site in San Antonio, TX) Company Overview: Carenet Health is a leading healthcare services company dedicated to improving patient outcomes through innovative care coordination and patient engagement solutions. With a strong commitment to quality and compassionate service, Carenet Health partners with healthcare providers nationwide to deliver exceptional support and guidance to patients. Role Overview: As the Call Center Operations Manager, you will oversee the daily operations of our on-site call center team in San Antonio, Texas. Your primary focus will be to ensure high performance, productivity, and quality standards among Care Coordinators, Leads, Patient Care Advisors, and Engagement Specialists, driving excellent patient service and operational efficiency. What You'll Do: - You will manage and lead a team of care coordination professionals to meet and exceed service and quality goals. - You will monitor team performance metrics and implement strategies to improve productivity and patient satisfaction. - You will provide coaching, training, and development opportunities to enhance team skills and engagement. - You will collaborate with cross-functional teams to align operational goals with company objectives. - You will oversee scheduling, staffing, and resource allocation to ensure optimal coverage and efficiency. - You will handle escalations and resolve operational issues promptly to maintain service excellence. - You will analyze call center data and generate reports to inform leadership decisions. - You will ensure compliance with company policies, healthcare regulations, and quality standards. What You Bring: - Minimum of 5 years of experience in call center operations management, preferably in healthcare. - Strong leadership skills with a proven track record of managing diverse teams. - Excellent communication and interpersonal skills to effectively engage with staff and stakeholders. - Proficiency in call center software and performance management tools. - Ability to analyze data and use metrics to drive decision-making. - Knowledge of healthcare regulations and patient privacy standards (e.g., HIPAA). Bonus Points If You Have: - Experience working in a healthcare call center environment. - Certification in call center management or healthcare administration. - Familiarity with workforce management and quality assurance processes. - Bilingual skills, especially in Spanish, to support diverse patient populations. What We Offer: - We offer a competitive salary and comprehensive benefits package. - We offer opportunities for professional growth and career advancement. - We offer a supportive and collaborative work environment. - We offer on-site amenities and resources to enhance your work experience. - We offer paid time off and wellness programs to support your well-being. Ready to Apply? To join our dedicated team at Carenet Health, please submit your resume and cover letter through our careers portal or email us directly at careers@carenethealth.com. We look forward to hearing from you!