Crossroads Treatment Centers Call Center Manager (Greenville, SC) in Greenville, South Carolina

Crossroads Treatment Centers is a rapidly‐growing providers of treatment for opiate addiction. At present, we operate 32 licensed Opiate Treatment Programs and 44 Office Based Opioid Treatment centers (OBOTs) in multiple states. We are building a high‐volume Call Center to provide centralized support for the OBOTs. We are seeking a strong, hands‐on call center leader with prior healthcare experience to help establish the call center and help drive the OBOT business.

Position Summary:

The Call Center Manager will be responsible for building and staffing the new call center and day‐to‐day management of the call center personnel and operations. Core duties include management and leadership of people, processes and technology for the continuous improvement of the customer experience, seamless integration with the EMR system(s) and achievement of various metrics. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The ability to collaborate and work closely with other key departments is critical to the success of the call center.

Essential Functions:

  • Provide strong, dynamic leadership that mentors, develops, and guides team members for optimal customer satisfaction.

  • Develop & maintain effective organization of responsibility, including recruiting, training, coaching, recognition, workflow, performance standards, delineation of duties/responsibilities, staffing levels and supervision.

  • Hire, train, and retain call center staff.

  • Proven experience developing, measuring, improving and managing performance metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center operation.

  • Assist with the development and ongoing management of the call center portion of the electronical medical records software. Act as the key liaison with the EMR developers for continuous improvement.

  • Implement processes that make problem resolution efficient and effective.

  • Ensure compliance with regulatory agency guidelines and standards.

  • Manage the prior authorization process across call center staff. Work closely with the billing team to ensure seamless information flow.

  • Responsible for development and administration of annual department budget to attain business goals with operational stability.

Requirements

Minimum Qualifications:

  • Minimum of 3 years of call center management experience.

  • Minimum of 3 years of experience in a healthcare setting with high volume insurance billing and collections. Medical terminology and insurance related experience required.

  • Extensive experience and demonstrable skills related to developing, measuring and improving call center performance metrics in a high call volume environment

  • Extensive experience and demonstrable skills and knowledge base related to developing, implementing and managing call center technologies such as call routing, interactive voice/automated attendant options, trunk circuits, case management and tracking, remote monitoring, text‐response scheduling/appointment confirmation technology, etc.

  • Effective leadership and people management skills including effectively staffing and managing call center team to keep turnover to a minimum.

  • Measurable experience in managing and growing customer satisfaction.

  • Strong mentoring and relationship building skills with ability to effectively manage interpersonal conflict.

  • Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing.

  • Computer Skills: Advanced Microsoft Office Skills

  • Bachelor's degree or higher preferred.

Benefits

Crossroads offers a comprehensive benefits package for our full-time employees that includes PTO, Medical, Dental, Vision, HSA, Short Term Disability, Employer paid and Voluntary Life and AD&D Insurance and 401k with company match.