Manager, Clinical Call Center in Chesapeake, VA at Beacon Health Options

Date Posted: 8/21/2018

Job Snapshot

Job Description


We are currently seeking dynamic Manager, Clinical Call Center to join our team.  The Manager, Clinical Call Center operates the call center according to established policies and procedures and contract requirements. Previous experience operating a call center in a healthcare, preferably mental health or EAP environment, is required.  

Position Responsibilities:

  • Ensure services stay within appropriate scope of contract based on guidelines, policies, and procedures. Acts as liaison with other operations department.
  • Fosters effective team management through development and maintenance of an environment encouraging personal involvement in planning, communications, coaching, and development of employees, sharing responsibilities and accountabilities to ensure successful contribution to department and company goals and objectives.
  • Through exceptional interpersonal and communication skills, planning, process management and information analysis, this individual will assist in building a customer-focused environment that serves our members.
  • Manages and administers a large, diverse team of professionals and support staff, both directly and through lower level managers and supervisors
  • Skilled in using workforce management tools to adjust to staffing, as needed, based on call volume or surge.
  • Consults, coordinates and serves as the principal liaison with program staff.
  • Ensures all workflows are up to date and staff are consistently following processes.
  • Develops ideas for performance improvement, service delivery, and cross-functional initiatives that contribute to the program success.  
  • May be called on to perform other duties and other responsibilities related to the call center activities in order to maintain critical processes and programs under the direction of existing policies and procedures.

  Position Requirements:

  • Education:  Bachelor’s Degree in Administration, Management or related field from an accredited institution. 

Years and Type of Relevant Work Experience: 

At least five (5) years’ experience working in or managing a call center, including experience in an ACD environment and/or a 24 x 7 call center.  Experience with EAP services and management experience in an organization serving EAP clients is preferred. Skilled in using workforce management tools to adjust staffing, as needed, based on call volume and surge a must. Skilled in utilizing information technology and telephony to assure optimal call flow, call response, and Call Center staff productivity.  Excellent interpersonal, customer service and problem-solving skills. Ability to express ideas and communicate effectively, both orally and in writing.  Ability to think and operate at both the strategic and operational level.  Proactive in identify areas of improvement and action upon it.  Excellent time management skills and ability to make timely decisions.


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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled