A company in the Grand Rapids area is looking for a Call Center Manager to join their team. This company is a first-of-its kind financial security solution that provides a resource to help patients bridge the gap between the high cost of healthcare and their financial wellbeing.
The Call Center Manager will lead our Patient Services Representatives in delivering exceptional service to patients navigating their healthcare payment options. The ideal candidate will be passionate about patient advocacy, skilled in call center operations, and driven to create a supportive and efficient work environment.
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Key Responsibilities
Leadership & Team Management
Lead, mentor, manage, and develop a team of Patient Services Representatives and Supervisors.
Set clear expectations for team conduct and ensure all employees uphold company policies, professional behavior, and ethical standards.
Train, coach, and develop team members to promote growth, engagement, and high performance.
Collaborate with IT, HR, and other departments to align Contact Center operations with business goals.
Foster a culture of empathy, accountability, and continuous improvement.
Conduct regular performance evaluations and coaching sessions.
Operational Oversight
Monitor and maintain KPIs, service level agreements (SLAs), and customer satisfaction goals; implement action plan as needed to meet or exceed targets.
Identify areas for improvement in processes, systems, and service delivery.
Monitor call quality, response times, and patient satisfaction metrics.
Implement process improvements to enhance efficiency and service delivery.
Handle escalated customer issues and work cross-functionally to resolve root causes.
Other duties as assigned.
Patient Experience
Ensure patients receive clear, compassionate guidance on HealthBridges payment plans.
Foster a positive, customer-first culture.
Resolve escalated issues with professionalism and care.
Collaborate with other departments to streamline patient support and communication.
Reporting & Analytics
Generate and analyze reports on call center performance, trends, and opportunities.
Present insights and recommendations to senior leadership.
Compliance & Training
Ensure adherence to HIPAA and other regulatory standards.
Develop and deliver training programs for new hires and ongoing staff development.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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Bachelors degree or equivalent experience in Business, Healthcare Administration, or related field.
5+ years of experience in call center management, preferably in healthcare and financial services.
Strong leadership, communication, and conflict resolution skills.
Proficiency in call center software and CRM systems.
Knowledge of healthcare billing and patient financial assistance programs is a plus.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.