Call center manager Jobs in Fayetteville, NC

As Center Coordinator, this position will be a point of contact for the center and will provide administrative support across the assigned center. This position will handle the flow of people through the business and ensure that all administration tasks are completed accurately and delivered with high quality and in a timely manner within the clinical setting. The emphasis of this role is ensuring that daily staffing and scheduling needs are met, ordering and maintaining center supplies, and ensuring center session documentation is submitted in a timely fashion. Another responsibility of this role is acting as training support in the concepts of Applied Behavior Analysis (ABA), Safety Care, and CPR Certification for our trainees and current employees. The Center Coordinator will ensure new hires are effectively trained and progressing timely through the RBT certification process. The Center Coordinator will work cohesively and collaboratively with the Clinical Leadership team to provide support for all new ABA Therapists and current employees within the clinic.

Responsibilities

Center Coordinator Essential Functions

• Reasonable accommodations may be made to enable individuals with disabilities to perform the
• essential functions.
• Serve visitors by greeting, welcoming, directing and checking them in and out.
• Answer, screen and forward any incoming phone calls to appropriate staff, while providing basic
• information when needed.
• Conduct reminder calls to clients for following business day.
• Receive and sort daily mail/deliveries/couriers.
• Maintain security by following procedures and controlling access (monitor logbook, issue visitor
• badges).
• Update appointment calendars and schedule meetings/appointments.
• Perform other clerical duties such as filing, photocopying, collating, faxing etc.
• Update data via Salesforce (patient data, therapist data, etc.)
• Check phone messages.
• Uploading documents into an EMR system.
• Keep lobby and waiting room in order.
• Responsible for constructing and gathering therapy materials.
• Responsible for daily staffing schedule which includes working in collaboration with clinical team
• to ensure patient staffing appropriateness.
• Assist Center Manager with interviewing and onboarding of new staff.
• Ensures that session notes and billing documentation has been submitted through the
• appropriate systems by specified deadlines.
• Leads employees to accomplish all job objectives; inspires confidence and motivation; clearly
• defines expectations and maintains personal effectiveness under pressure.
• Maintains standards for center functions.
• Identifies and understands patients of the pediatric center.
• Practices effective problem identification and resolution skills as a method of sound decision making.
• Develops and implements staffing standards for center programs with effective, economical use of resources.
• Identifies and participates in special projects and develops standards and competencies related to implementation.
• Adhere to the rules, regulations, policies, and processes outlined in the Hopebridge policy and procedure manual.
• Protect patient rights and privacy according to HIPAA regulations, and Hopebridge policy and procedures manual.
• Portray a positive attitude and maintain a patient and co-worker satisfaction level that limits adverse situations or complaints.
• Generate team spirit through creating and maintaining an environment that fosters staff satisfaction, engagement, maximizing productivity and profitability.
• Attend special education programs and in-service trainings related to the clinic.
• Ensures ABA therapists completes new hire training, including RBT training requirements, in a timely manner.
• Facilitates the logistical components of a new trainee becoming certified (including, but not limited to: determining RBT Mentors, leading Day 1 experience and preparation, signing up for BACB accounts and exams, completing RBT certification records, following timelines, etc.)
• Supplementarily trains new hires on skills and concepts when necessary to ensure successful completion of competency, written exam, and providing high quality ABA therapy.
• Tracks new hire training performance and status of staff members, provides specific feedback to trainees as warranted, and reports to the Clinic Manager and BCBA, providing regular updates, metrics, results and escalated items to appropriate managers. Follows up with Clinic Manager and BCBA on trainee status within the first 15, 30, 60 and 90 days of hire.
• Provides coaching, modeling, and demonstration of specific strategies and/or activities as observed and/or tasked by the Clinical Leadership team to identified ABA Therapists and RBTs.
• First point of contact for physical management assistance needed to support RBTs and patients.
• Ensures accuracy and timely filing of incident reports.
• Stays current in research and training regarding implementation of ABA principles.
• Illustrates Hopebridge’s belief in the delivery of high quality therapeutic services through both the articulation and the demonstration of operational aspects of training.
• Develops positive working relationships with all employees and departments, maintaining collaborative professional relationships at Hopebridge.
• Models exemplary employee performance through own performance, professionalism, and appropriate communication outlined within Hopebridge’s employee handbook.
• Attends staff meetings, trainings, and other meetings as requested.
• Attains and achieves position competencies in relation to role responsibilities.
• May be requested to assist with 1:1 therapy as needed within the clinic.
• Other duties as assigned by Supervisor.

Required Skills

Center Coordinator Competencies

• Attention to Detail
• Attitude Toward Others
• Customer Service
• Communication
• Motivating Others
• Organizing and Task Management
• Patience
• Building Effective Teams
• Self-Development
• Developing Others
• Handling Stress
• ABA Knowledge\

Center Coordinator Required Education and Experience

• High school diploma or equivalent.
• RBT credential required
• Demonstrated ability to train others in behavior analytic skills. Prior training, presenting and facilitation experience which includes presenting to large groups preferred.
• Knowledgeable of Applied Behavior Analysis (ABA) methodologies and curriculum found to benefit children diagnosed with ASD, including but not limited to Verbal Behavior Milestones Assessment and Placement Program (VB-MAPP), Assessment of Functional Living Skills (AFLS), Picture Exchange Communication System (PECS), Discrete Trial Teaching (DTT), prompting and prompt fading strategies, error correction procedures, differential reinforcement, and Pivotal Response Training (PRT).
• Knowledgeable about training techniques, delivering trainings, and training development
• Ability to exercise confidentiality and discretion pertaining to the work environment and maintain all HIPAA requirements
• Maintain a negative Tuberculosis screening according to the CDC
• Knowledgeable of computer systems and software used at Hopebridge, including but not limited to Office 365, HB Charts, Rethink, and Catalyst

Center Coordinator Preferred Education and Experience

• Experience with staff scheduling and management
• Relevant experience in Health Care and or Health related field preferred
• Prior positive interactions and experience with the pediatric population
• Proficient with Microsoft Office Suite
• Ability to be resourceful and proactive in dealing with issues that may arise
• Ability to organize, multitask, prioritize and work under pressure

Hopebridge is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Together, we will be a beacon of hope and trusted guides in our community! Ready to embark on this journey? Apply now!