Job Purpose or Objective(s): As the Call Center Manager, you will oversee all phone operators to ensure calls are handled in a professional and courteous manner while providing quality service to both patients and associates. The Manager will collaborate with all facets of the revenue cycle and help to increase total revenue for the Choctaw Nation Healthcare System. You will report to the Director.
Start Rate: $35.16 an hour | PG14 | Schedule: Monday - Friday 8aam-4:30pm |
Primary Tasks:
1. Ensure effective support, coaching, evaluation, and mentorship of Call Center staff.
2. Supervision to include staffing, discipline, scheduling, and visually monitoring performance to ensure adherence to service and productivity standards. May require travel throughout the Choctaw Nation.
3. Develop department initiatives and goals, monitor and manage call flow and handling effectiveness, and respond to service-related concerns.
4. Help staff meet goals set by administration and compliance.
5. Maintain awareness of departmental Key Performance Indicators (KPI) and ensure individual associate KPI reviews take place in an uninterrupted manner.
6. Collaborate with the business analytics team to produce reports and audit results to assist in the decision-making process.
7. Audit the call management system to ensure processes are followed and quality standards are upheld. Partner with Choctaw Nation IT and external IT vendors to ensure systems are functioning to meet CNHSA needs appropriately.
8. Ensure patient's right to privacy is maintained in accordance with Choctaw Nation Health Services Privacy and Security Code regulations.
9. Perform other responsibilities as may be assigned.
Required Education and Experience:
About the Choctaw Nation
The Choctaw Nation is the third-largest Indian nation in the United States, with over 200,000 tribal members and more than 11,000 employees. The first tribe over the Trail of Tears, historic boundaries are in the southeast corner of Oklahoma. The Choctaw Nation's vision, "Living out the Chahta Spirit of faith, family and culture," is evident as it continues to focus on providing opportunities for growth and prosperity.
Benefits
Free gym membership
Free access to employee health clinic
Free lunch for casino & resort associates
Earned wages access once per week for hourly Associates
Pet insurance
Paid vacation / sick time
Medical / Dental / Vision
401(K) with company match
College tuition reimbursement
Short-term disability, long-term disability, and family leave
Employee assistance program
Employee prescription program
CNO Paid Life Insurance
Teladoc
On Site Dental Clinics (Jet Dental)
On Site Mammogram Services
Free diabetes and hypertension monitoring benefit (Livongo)
Accolade- Concierge Benefits Program
Wellness Program that equals savings on health insurance cost (Virgin Pulse)
Maternity Care Program
(Benefits provided by the Choctaw Nation are based on employment classification)
CNO was selected as a winner in both HRDUS' and Forbes' 2022 "Employer of Choice" competitions:
Choctaw Nation of Oklahoma received recognition as one of six Best Places to Work in the United States as selected by HRDUS
Choctaw Casinos & Resorts received recognition from Forbes as a Best Employer for Diversity in the Travel & Leisure category.
Forbes also recognized the Choctaw Casino and Resorts as one of America's Best Employers for New Graduates .
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