Client Access & Utilization Manager

Job Description

Compensation: $56,929.60/yr

POSITION PURPOSE

Responsible for organization and supervision of Phone Center operations and coordination of client access to services.

ESSENTIAL FUNCTIONS – JOB SPECIFIC

• Interviews and selects Call Center staff
• Schedules staff to ensure coverage during office hours at all times
• Receives and conducts ongoing training in all phone center operations, application of systems software and customer service
• Maintains office equipment or ensures proper maintenance is scheduled
• Develops and implements ongoing improvements to track data in all interfaces
• Creates and implements processes for compiling and reviewing reports needed for administrative teams
• Manages effective call center data collection and generates reports to assist with resource management
• Establishes and maintains system of accountability related to employee performance, quality improvement and accuracy of data
• Coordinates specialty scheduling needs i.e. provides supervision and support to Scheduling Coordinator related to psychological and psychiatry teams
• Provides support and assistance to staff related to phone system
• Coordinates client access needs with Front Desk operations
• Other duties as assigned

ESSENTIAL FUNCTIONS/CORE COMPETENCIES – COMPANY WIDE

• Regularly attends work except for approved absences
• Attends all training as required
• Maintain professional, “champion” behavior
• Provides quality customer service
• Provides services with a commitment to service excellence
• Works in a way that exhibits a commitment to personal excellence
• Team oriented and values diversity

 

SUPERVISORY RESPONSIBILITY

• Oversees day-to-day operations and tasks of supervisees
• Completes performance development/AIM process
• Oversees supervisory team

WORKING CONDITIONS & EXPOSURE RISK

Operating vehicles or machinery

 

Job Requirements

QUALIFICATION(S): DESIRED DEMONSTRATED KEY COMPETENCIES

• Analytical Thinking
• Change Readiness
• Collaborative Relationships
• Conflict Resolution
• Creative Thinking
• Communication – Oral
• Communication – Written
• Decision Making
• Empowers Others
• Flexible Thinking
• Forward Thinking
• Leadership
• Multitasking/Planning
• Organizational/Time Management
• Problem Solving
• Project Management
• Risk Management/ Assessment
• Strategic Thinking
• Teamwork
• Technical Expertise

QUALIFICATION(S): EDUCATION

• High School/GED required
• Bachelor’s degree preferred

QUALIFICATION(S): WORK EXPERIENCE/TRAINING/ADDITIONAL REQUIREMENTS

• Experience in secretarial/clerical training and office management required
• At least five (5) years of supervisory experience preferred

 

Compass Health is an Equal Opportunity/Affirmative Action Employer and an E-Verify participant.

Qualifications:

* Analytical Thinking * Change Readiness * Collaborative Relationships * Conflict Resolution * Creative Thinking * Communication - Oral * Communication - Written * Decision Making * Empowers Others * Flexible Thinking * Forward Thinking * Leadership * Multitasking/Planning * Organizational/Time Management * Problem Solving * Project Management * Risk Management/ Assessment * Strategic Thinking * Teamwork * Technical Expertise QUALIFICATION(S): EDUCATION * High School/GED required * Bachelor's degree preferred QUALIFICATION(S): WORK EXPERIENCE/TRAINING/ADDITIONAL REQUIREMENTS * Experience in secretarial/clerical training and office management required * At least five (5) years of supervisory experience preferred