Now Hiring - Call Center Manager in Maynard, MA

Telemynd is a comprehensive mental health solution focused on putting people first, always. We believe in removing barriers for individuals seeking care and easing the burdens for those delivering it. We are a place where every participant of the behavioral health system is set up for success — and it’s a mission we’re proud to say we live every single day.

In this role you will be responsible for leading a team of geographically distributed Patient Service Representatives (PSRs) who are responsible for answering live calls from prospective and existing clients, providers, and partner groups seeking care and information. In this unique call center environment, you will be challenged to maintain and grow a strong existing team of PSRs who work remotely in a virtual call center environment.

Abilities & Skills

• Oversees and coordinates the day-to-day operations of Patient Service Representatives and services. Supervises all outbound and inbound calls, emails, web forms, and faxes with consumers, patients, physicians, and others to ensure quality, productivity, and service expectations are met. Cultivates and maintains strong working relationships with internal and external clients.
• Reviews data entry to ensure that all appropriate information is obtained.
• Functions as a liaison with numerous insurance and EAP payors, clinic departments, Military Treatment Facilities, and offices while directing consumers and physicians through the system.
• Coordinates the implementation of and compliance of related HIPAA, HITRUST, State, and Federal Regulatory Standards.
• Collaborates with upline managers to develop and implement metric measures to monitor call volume, call duration, provider referrals/appointments, call abandonment rates, call attempts for all outbound calls, and outcome measures for clinical and non-clinical programs.
• Resolves patient customer complaints, collaborating with stakeholders as appropriate.
• Investigates and creates new means to enhance service excellence to callers, providers, and system audiences. Consults in marketing efforts to develop a quality assurance program and to establish barometers of performance.
• Participates in strategic planning and implementation of goals for the patient service representatives.
• Develops and implements new and existing programs for patient service representatives.
• Coordinates and implements usage of computer hardware, software, and design for demand management purposes.

Preferred Qualifications

• Demonstrated ability to work in a fast-paced environment.​
• Prior experience leading small to mid-sized teams in a fast-paced environment. 6-15 team members.
• Ability to multi-task, prioritize and manage time effectively.
• Strong customer service and extensive sales and marketing skills ​.
• Ability to manage several calendars across multiple time zones for geographically distributed team members.
• Working knowledge of EMR/EHR systems and platforms​.
• Office 365 platform including Outlook, Excel, Word, and Teams. ​
• Experience working with CRM and marketing systems a plus.

Benefits

• Paid-Time Off
• Health, Dental, and Vision Insurance
• Disability Insurance
• Life Insurance
• 401(k)

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Maynard, MA 01754