Job description

POSITION: Manager of the Call Center
RESPONSIBLE TO: Director of the Virtual Care Center
SCHEDULE: Typical schedule is Monday-Friday 8am-8pm, occasional evenings and weekends required. Our call center operates Monday-Friday 8am-6pm and Saturday 8am-3pm.
SALARY: $53,560.00- $63,190.50, depending on fully and partially relevant work experience

THE OBJECTIVE: Your work will be a rewarding customer service experience providing caring and efficient support to our patients who call Planned Parenthood of the Rocky Mountains (PPRM).

SUCCESS: You will know you are successful when most current and prospective patients have a positive experience after each call. Patients who experience elevated obstacles for their visit, are able to receive the appropriate resources and support.

SNAPSHOT: You will oversee all aspects of daily operations and project planning of the Call Center to ensure operational efficiency and delivering a superior caller experience. You will manage development and implementation of various operational practices that establish positive employer-employee-patient relationships and promote high levels of employee morale. You will act as subject matter expert for user experience in delegated software applications, ensuring patients and staff receive the resources they need and have an improved experience.

You may work from home or office, occasionally acting as a Call Center Assistant, answering a high volume of calls as they come in throughout the day. You will address elevated caller or staff concerns as they arise, ensure quality assurance, and address individual or team performance and training needs.

If you work from home, you will need a reliable internet connection, quiet space that is free of distractions, so that you can focus on your job responsibilities. Background noise should be limited, and you must be able to maintain a space that provides patient confidentiality. You may be required to be in the office occasionally for administrative duties, training, or teambuilding.

QUALIFICATIONS:

• Experience where customer service was at the core of your day-to-day tasks.  
• At least 1 year of previous call center, healthcare, reproductive health, or Planned Parenthood experience.
• High school diploma or equivalent. 
• Bilingual (English/Spanish) a bonus.
• Experience with project management and implementation.
• Strong customer service and organizational skills.
• Previous management experience preferred.
• Previous experience, coaching and leading teams.

KEY APPRACHES TO THE WORK:

• Highly organized: You have or can create a system for keeping tasks from slipping through the cracks. You can deal with frequent interruptions and changing priorities without sacrificing quality. You plan backwards to make deadlines and ask for help when needed.
• Able to engage in routine tasks: You like to have the same or similar tasks to do frequently but are open to helping in other areas. You can be thoughtful in your approach to gray areas and are good at following the rules. You do not jump to conclusions but keep an open mind.
• Strong attention to Detail: You are able to identify missing or incomplete documentation. You notice and fix errors that others might overlook. You acknowledge mistakes and turn them into learning opportunities. You have a track record of leaving things better than you found them.
• Relationship-builder: You easily build good rapport with colleagues across lines of difference and can be persistent, firm, and kind with them. You are persistent and patient in requesting deliverables and repeating instructions as the people that rely on you don’t remember how to do the things you do every day. You are helpful even when saying no.
• Inclusion and Equity Champion: Able to actively contribute to a more equitable and inclusive organization. You accept responsibility for your own conduct in upholding an equitable and inclusive workplace.

PRIMARY AREAS OF RESPONSIBILITY / ESSENTIAL FUNCTIONS:

• Lead a High Performing Team: You manage the call center with a focus on providing the highest quality service to our patients by overseeing the day-to-day operations of a high volume inbound and outbound call center. Through your leadership, you will coach the Virtual Care Center Assistant Manager of the Call Center on the hiring, orientation, training, and supervision and performance management of the call center staff, ensuring staffing levels remain constant. Through guidance from the Director of the VCC, you will develop and implement Call Center operational strategies in a collaborative effort with all departments throughout the agency to ensure we are presenting a positive and unified product to our callers and patients. Providing patient centered care is a core to PPRM’s delivery model and you make sure the team is consistent in that regard, in addition to PPRM’s mission, core values and cultural/linguistic competence objectives. Meeting patients where they are at is a core tenant to your leadership and you will guide the team in providing resources to patients based on need.

• Strategic Leadership on Call Center Team and Virtual Care Center Initiatives: You will lead team in the implementation of Medical Services strategic initiatives through analyzing financial, quality assurance, performance, and other data to assure quality of patient care and sound business practices. You are creative and can think of the bigger picture, developing and monitoring business metrics to set productivity and patient/caller service benchmarks. You clearly communicate goals and responsibilities of the call center to the agency through cultivating a feedback system from the health centers to the call center. You recommend and implement changes to systems, policies, rules, and procedures to ensure effective service operations within the Call Center specifically and VCC as a whole. You will lead projects and initiatives from beginning to end. You will act as the subject matter expert for various patient and staff experience software applications, including online appointment scheduling (OAS), Patient Portal, Parental Notification and Call Center phone software, customizing for our business needs.

• Cross Functional Collaboration: You will use analytical, project management, change management, facilitation, and business management expertise to plan, and lead team meetings and ensures tracking of objectives and decisions, development of escalation protocols, and communication of status to leadership and other stakeholders as requested. You will work closely with the rest of the VCC team to support ongoing improvement of care processes and patient outcomes by collecting all necessary data from clinical projects; preparing clinical outcomes and other relevant reports; and designing and implementing applied research strategies. You will ensure regulatory compliance with regards to Laboratory, CLIA, HIPAA, OSHA, Minor Abuse Reporting, pharmacy etc. You will write and prep invoice submissions and reports on grants and endowments, in a way that meets all guidelines and requirements of funders and ensures funding relationships are maintained. You will partner with the development team and collaborate on new grant opportunities. You will participate in abortion services (participation can include referrals, information, education, counseling, performing, scheduling, etc.). You will complete other duties as assigned by supervisor.

COVID-19 Vaccine & Booster: PPRM requires that all employees are fully vaccinated and boosted as a condition of employment. An employee is considered fully vaccinated two weeks after receiving the second dose of a two-dose vaccine (Pfizer or Moderna) or one dose of a single- dose vaccination (Johnson and Johnson/Janssen). The COVID-19 vaccine booster shot is required by the first day of employment, or five months after receiving the final dose of the original vaccine series, whichever is later. Proof must be uploaded upon starting. You will upload a picture or pdf of your vaccination card(s) on your first day of orientation.

Background Check Required
Planned Parenthood of the Rocky Mountains is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.

About Us:
Planned Parenthood is committed to creating a dynamic work environment that values diversity, equity, inclusion, respect, integrity, customer focus, and innovation. We are committed to creating a welcoming space for all people on our staff, in our health centers, and in our community. We do this by tending to the team, respecting and honoring all people, jumping in, trying and learning, caring for our business, and returning to our mission

Job Type: Full-time

Pay: $53,560.00 - $63,190.50 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Denver, CO 80207: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Work Location: Hybrid remote in Denver, CO 80207

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