Contact center manager Jobs in Peoria, IL

MANAGER OF TELEHEALTH & HEALTH CENTER SUPPORT The Manager of Telehealth & Health Center Support is responsible for the successful operation of remote care at Planned Parenthood of Illinois (PPIL), including development and management of remote care programs, supervision of telehealth staff, and monitoring agency programmatic and fiscal goals. Additionally, the Manager of Telehealth & Health Center Support will directly oversee float RHAs and support their development and oversite. The Manager of Telehealth & Health Center Support will be expected to comply with PPIL protocols, policies, and procedures with a customer service orientation towards staff and patients. This position works under the supervision of the Regional Director of Clinical Operations. Essential Functions : 1. Oversee day to day operational needs of PPIL’s Telehealth program, including but not limited to the following : a. Cover one Telehealth shift per week, minimum b. Coordinate RHA schedules and coverage c. Monitor virtual wait rooms and provide flow facilitation as needed d. Provide real-time technology support to patients and staff throughout the day e. Maintain financial compliance with eligibility insurance verification and end of day reconciliation processes f. Monitor templates and adjust as needed to meet patient demand and clinical availability ' g. Lead Pt-Facing meetings with all Telehealth staff h. Establish strong working relationships with Telehealth clinicians, and Lead Clinician through weekly clinician / manager meetings i. Conduct monthly 1 : 1 with all direct reporting RHAs (Telehealth & Float RHAs) '2. Directly supervise Float RHAs across the state, helping coordinate coverage, either in-person or virtually to allow PPIL health centers to optimize patient access to care. As the supervisor for float RHAs, this role will be responsible for, but not limited to the following : a. Advance scheduling of float RHAs b. Payroll, PTO, and mileage for float RHAs c. Oversite of training compliance and staff development d. Coaching, mentoring, and supporting Float RHAs – leading team meetings to share organizational updates and challenges with Float RHAs e. Supporting the integration of Float RHAs into day-to-day work at numerous health centers across the state 3. In support of providing Float RHA coverage at PPIL sites – develop strong relationships with health center managers, including frequent in-person site visits to understand the needs and workflows of Float RHAs. 4. Oversee day to day operational needs of PPIL’s Site to Site telehealth services, including but not limited to the following : a. Coordinate with Medical Services Team and Health Center management to plan for and anticipate Site to Site needs on a monthly and as needed basis Planned Parenthood of Illinois b. Ensure that each PPIL Health Center has trained staff available to provide Site to Site care when needed c. Conduct training of Health Center management and staff on Site-to-Site workflows d. Provide real-time health center support of Site-to-Site workflows e. Develop and maintain policies and procedures, and training materials, related to Site-to-Site care 5. Improve integration between the Telehealth program and health centers, especially around in person follow up care (low touch and no touch teleMAB follow ups, lab only visits, etc.). This will include training of staff, development of regular feedback loops, and monitoring of appointment availability. 6. Work closely with Regional Directors and Health Center Managers to leverage the help and support of Universal RHAs. With advance planning, work to integrate U-RHAs in providing coverage at alternate health centers to ensure sufficient RHA coverage at each health center. 7. Support identification and implementation of new remote care models at PPIL with an openness to innovation and expansion of how remote care is provided at PPIL. Inclusive of both remote RHA and remote Clinician schedules to optimize clinical coverage across the state. 8. Hire, train, supervise, and evaluate staff who understand, commit to, and practice a customer oriented approach to health care delivery, and in accordance with the PPIL Personnel Policies and other directives of the Human Resources Department; regularly apprise staff of agency developments and cultivate staff participation in problem identification and resolution. 9. Demonstrate commitment to enhancement of staff skills, leadership development, capabilities, job knowledge and, where possible, opportunity for advancement. 10. Provide patient care on both a scheduled and as-needed basis. In this role, the manager would need to provide registration, intake, and checkout processes for patients seeking telehealth and site to site services. 11. Work closely with Regional Directors and Lead Clinician to develop monthly telehealth clinician schedules and open clinician templates on a monthly basis. 12. Maintain telehealth and float RHA competencies / proficiencies and update as needed to reflect changes to telehealth and health center staffing. 13. Update and maintain telehealth manual and related training materials and documentation, including StS training materials for all health center staff. 14. Review and respond to patient complaints. Create actionable responses to improve patient experience. 15. Assume individual and joint responsibility for quality assurance for telehealth services; participating in audits, monitoring compliance with all standards, guidelines and regulations; maintaining protocols; and assist as directed in complication tracking and reporting. 16. Understand, commit to, and practice a market and customer-oriented approach to health care delivery. Including monthly monitoring of Press Ganey feedback from patients. Work closely with clinicians to ensure we are maximizing patient access to Telehealth services. 17. Promote continuous communication between RHA and telehealth clinicians that creates and maintains a team approach to the work. And between Float RHAs, Health Center managers and Regional Directors. 18. Demonstrate an understanding of and commitment to remain informed about PPIL protocols, policies, and procedures. Planned Parenthood of Illinois 19. Demonstrate an understanding of and commitment to PPIL core values of access, activism, care, confidentiality, diversity, excellence, integrity, respect, self-determination, and stewardship; practice these values in relations with internal and external customers. Other Responsibilities : 1. Represent the Telehealth & Float RHA team at monthly Health Center Manager meetings, with the understanding that the Manager of Health Center Support & Remote Care is responsible for bringing back relevant information to staff and clinicians to stay up to date on current PPIL programs and policy changes. 2. Foster team engagement through weekly meetings with Telehealth clinicians to ensure smooth operations for the full Telehealth team and identify opportunities for continued development and improvement. 3. Through effective communication with the management team, and by making changes to staffing patterns and duties to utilize resources, help facilitate appointment flow to maximize efficiency. 4. Ensure appropriate triage and delegate duties and responsibilities as necessary especially during heavy traffic hours. 5. Demonstrate proficient knowledge in Family Planning and Abortion services, including the ability to fill in for all essential RHA duties. 6. Participate in audits, monitoring compliance with all standards, guidelines and regulations; keep protocols up to date. 7. With input from clinical, operational and quality assurance teams, create a telehealth-specific chart check tool. Complete a regular and daily audit of all telehealth charts for compliance with PPIL protocols. Work with the regional director to develop solutions to ongoing issues of compliance in charting. 8. Deliver high-quality training for staff on telehealth skills including : making appointments in telehealth platform; using Teams for communicating with clinicians; adapting health center based skills to telehealth. 9. Assume on-call responsibility if telehealth shifts, including Saturday, need last-minute support staff. 10. Lead telehealth and float RHA team communications—including planning agendas for weekly meetings to trouble-shoot clinical and other issues as they arise, as well as regular telehealth staff meetings and updates. 11. Other duties as assigned. 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. While performing the duties of this job, the employee is regularly required to stand, walk, talk, and hear. The employee frequently is required to use hands and fingers to handle or feel and reach. The employee is occasionally required to sit. The employee must occasionally lift and / or move up to 25 pounds.Supervisor : Regional Director of Clinical Operations Status : Full-time, exempt from the overtime provisions of wage and salary regulations.Location : Hybrid – remote, with 2 days / week from a PPIL health center [rotating between sites using Float RHAs] Qualifications : Education : High School Diploma or High School Equivalency (HSE) required.Experience : Three to five years’ managerial experience in health care or other customer-service business; track record of developing, implementing, and evaluating annual and long-term operating and fiscal plans highly desirable. Personal & Professional Qualities : Commitment to the efficient and customer-oriented provision of services, as well as commitment to the operating goals of Planned Parenthood of Illinois. Excellent communication skills, both written and verbal. Strong leadership, supervisory, and organizational skills. Creativity, initiative, and decisionmaking skills. Bi-lingual ability in Spanish is helpful. High energy level and ability to foster teamwork both in the center and work as part of the PPIL management team. Must be willing and able to work a schedule that may include evening and weekend hours, and to work at other PPIL centers if needed. Planned Parenthood works affirmatively to include diversity among its workforce and does not discriminate in the selection of its staff based on factors including but not limited to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, income, marital status or any other characteristic protected under federal, state or local law. We know that BIPOC and women identifying candidates are less likely to apply to jobs unless they meet every requirement. Please do not be deterred if your experience doesn’t align perfectly with every qualification in the job posting.