Call Center Manager

Company Description

iMagnum Healthcare - Technology and Services, based in Baltimore, MD, is a leading healthcare management company with over 15 years of experience in end-to-end revenue cycle management. Leveraging advanced technology such as Robotic Process Automation (RPA), Artificial Intelligence, and data-driven process re-engineering, the company offers comprehensive solutions including Physicians Billing, DME Billing, Medical Coding, and Clinical Documentation Improvement. iMagnum is ISO 9001:2015, ISMS 27001:2005, and HIPAA-certified, ensuring quality and compliance. Through innovative services, the organization strives to enhance transaction speed, reduce manual labor, minimize costs, and improve operational productivity for healthcare providers.

Role Description

This is a full-time remote role for a Patient Call Center Manager. The individual will oversee the operations of the call center, ensuring customer satisfaction and compliance with service standards. Responsibilities include managing a team of call center agents, monitoring key performance indicators, analyzing call patterns, resolving escalations, and implementing strategies to improve service quality and efficiency. The role requires excellent communication and leadership skills to foster team collaboration and deliver a high-quality experience to patients.

Qualifications

• Experience in Customer Satisfaction and Contact Center Management
• Strong Analytical Skills to assess and interpret call center performance data
• Proven expertise in Team Management and Leadership
• Excellent Communication and Interpersonal Skills
• Ability to work collaboratively in a remote setting
• Knowledge of healthcare industry operations
• Bachelor's degree
• Proficiency with call center management tools and software is a plus