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Call Center Manager MO - St. Louis, MO

Quick Facts
Company Name:GroupOne Health Source
Location:St. Louis, MO
Employment Type:Full Time
Category:Customer Service
Pay:Commensurate on experience - Salary
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The Call Center Manager (Patient Services) is responsible for ensuring our Patient Service department is operating effectively and efficiently to meet client expectation in all aspects of customer service and delivery.  This position exists today to serve customers by planning and implementing call center strategies and operations while improving systems and processes and managing staff.  


Business Management and Planning:

  • Implements and delivers business plan and targets
  • Plan, allocates and organizes team resources to meet the business plan

Process/Continuous Improvement:

  • Maintains and improves calls center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis; managing system and process improvement and quality assurance programs

Risk Management:

  • Identifies and manages departmental, resources or technical risks, minimizing the outcome and escalating where appropriate

Stakeholder Management

  • Develops and maintains effective working relationships working collaboratively with other departments and / or divisions with common goals
    • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends

 Managing Change:

  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
  • Proactively identifies opportunities for chance which will add value to the business objectives and enhance the customer experience
  • Facilitates change through defined/collaborative projects


Team Leadership:

  • Develops, plans, and implements activities that will enable a highly motivated and high performing team to deliver team objectives. Fostering an environment of cooperation and change.

 Recruiting and Onboarding:

  • Identify hiring needs and make hiring decisions; oversee the new hire orientation process for new team members

 Performance Management:

  • Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives)Ensures team meets agreed service levels
  • Coaches and develops staff
  • Reviews and follows-up with each individual's performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors


Desired Skills/Qualifications

  • Bachelor Degree preferred
  • Previous call center experience preferred
  • 3+ years management experience, medical billing and or operations experience
  • Excellent knowledge of Office products
  • Strong communication skills
  • Demonstrate coaching skills
  • Strong leadership skills
  • Must be well organized and detailed-oriented
  • Multi-tasks and works independently in a fast pace work environment
  • Advanced problem solving skills
  • Excellent verbal, written and interpersonal skills
  • Ability to set challenging, measurable goals and targets for others