Location: Req Number: Req #1024 Date Posted: Friday, April 19, 2024
Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm’s business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.
SUMMARY: Responsible for Contact Center activities and team management. Responsible for overseeing and managing the daily operations of the Contact Center. The Contact Center Manager will ensure that the team consistently delivers high-quality service to our customers, meets performance targets, and maintains a positive and productive work environment in a variety of functions, such as inbound provider calls, outbound calls to providers, voicemails, and e-mail queue management. Seeking a candidate with strong contact center/call center management and supervisory experience.
DUTIES AND RESPONSIBILITIES:
Provide leadership and guidance to the Contact Center team, including supervisors and agents.
Oversee daily call center operations to ensure smooth workflow and optimal resource utilization.
Manage staffing levels, scheduling, and resource allocation to ensure adequate coverage and optimal utilization of resources across multiple queues.
Utilizing workforce management techniques, forecast staffing needs and adjust schedules as necessary to meet demand.
Responsible for auditing and approving timesheets, and monitoring and holding team accountable for attendance.
Establish, track, analyze, and report on key performance indicators (KPIs) to measure team performance and identify areas for improvement.
Develop and implement strategies and initiatives to optimize efficiency, productivity, and customer satisfaction.
Collaborate with cross-functional teams to optimize contact center processes and enhance customer/client satisfaction.
Implement performance improvement plans when necessary and track progress.
Establish and maintain quality assurance standards to ensure that customer interactions meet or exceed company standards.
Participate in and/or conduct regular quality assurance assessments on customer interactions to ensure adherence to company policies and procedures.
Provide coaching and feedback to team members to enhance their quality, skills, and performance.
Develop and implement training programs to onboard new team members and enhance the skills of existing staff.
Identify and address training needs based on performance gaps.
Assist Contact Center in answering phone calls during excessively high periods of volume.
Perform additional support functions as needed.
Responsible for complying with Paradigm IT security requirement and policies.
Responsible for safeguarding Paradigm or Paradigm related IT passwords.
Responsible for notifying Paradigm of any IT security incidents per policy 16.0 Information Security Incident Management.
SUPERVISORY RESPONSIBILITIES:
Mentor, train, and supervise team members directly and indirectly, review their work and provide effective constructive feedback.
Ensure all team members understand, are trained in, and comply with Paradigm’s security requirements and policies.
Ensure all team members have the minimum level of IT system access required to effectively complete their Paradigm responsibilities.
QUALIFICATION REQUIREMENTS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Training: Bachelor’s degree in a related field (e.g., Health Care Administration, Business, or Science) preferred. Commensurate experience may be considered in lieu of a completed bachelor’s degree.
Experience: At least 5 years in as a manager/supervisor in a high-volume call center environment. Workers Compensation or Healthcare experience preferred, though not required.
Skills: Excellent communication skills, verbal and written. Excellent organizational and prioritization skills, with ability to multi-task; strong problem solving and decision-making skills.
Equipment/Machinery: Excellent computer skills (e.g., Outlook, Teams, to be trained on proprietary software); standard office equipment including phones, scanners, fax, laptop/PC, copiers, various computer programs, etc. Proficient in contact center software and telephony systems.
Able to cooperate and work cohesively with all co-workers, management, and external customers. Able to plan and complete job duties with minimal supervisory direction, utilize sound judgment, tact, diplomacy, and compassion in verbal and written communication.
Ensure confidentiality of all data, including injured worker’s demographics, employee, and operations data.
Able to complete requirements for in-service training, maintain acceptable attendance and appropriate dress code.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Activities: While performing the duties of this job, the employee is regularly required to reach with hands and arms, and to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand and walk.
Weight Lifted/Force Exerted: The employee's job does not require weight to be lifted greater than 20 pounds.
Vision Requirements: Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Environment Conditions – Office environment with office level ambient noise and conditions. While performing the duties of this job, the employee does not work in wet or humid conditions (non-weather), work near moving mechanical parts, work in high, precarious places, endure outdoor weather conditions or endure extreme cold or heat (non-weather).
Noise Level – Will be low to moderate noise found in typical office environments.
Paradigm believes that fostering a diverse and inclusive workplace is central to our mission of helping more people and transforming lives. We’re striving to build a culture that better reflects the society we live in and empowers our team to deliver the highest levels of compassion and care to those we serve. For us, achieving this goal requires a workforce that respectfully embraces differences and commits to positive change, creating an environment where everyone is able to bring their whole self to work.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Other details
Job Family Active Pay Type Salary Min Hiring Rate $75,000.00 Max Hiring Rate $90,000.00
