Call Center Manager Jobs

A Call Center Manager oversees the call center staff that makes inbound and outbound calls to our patients and manages the daily workload to ensure required service volume and quality levels are attained. This role will train and coach staff in standard policies, procedures, and best practices.

In this role, you represent the Zynex brand. This means you are responsible for providing a world-class experience to all “customers” in every interaction, every time. Every decision made must align to our mission, vision, and strategy. Every communication sent (through email, mail, or by phone) is to be professional, simple, and aligned. Every problem or bottleneck is to be resolved with an efficient solution that is consistent with our strategy.

Competencies & Skills Needed:

• Listening – Accurately understand opinions and feelings of other people and can translate this into training, or customer service solutions.
• Customer-Focus – Is highly aware of the needs of customers and consistently provides high quality service and communication; is quick to respond to customers (Reps, Training, Management) needs; goes beyond the initial thinking and remains flexible to meet customer needs; maintains strong and loyal customer relationships.
• Internal Drive & Urgency –Demonstrates a strong desire to achieve and be proactive.
• Adaptability – Deals with change and ambiguity well; adjusts and alters behavior when change occurs so priorities are still met.
• Resourcefulness – Finds ways around obstacles or lack of resources; addresses potential problems and obstacles with a high degree of professionalism and in a way that aligns with the company’s strategy.
• Self-Initiative – Ability to set their own priorities related to the organization’s goals without direction from others.

Role-Specific Skills

• Excellent organizational and analytical skills
• Brand knowledge of all Zynex products
• • Building rapport and closing skills
  • Brand knowledge of all Zynex products
  • Superior written and verbal communication skills
  • Proven critical thinking, decision making, and time management skills
  • Proficient use of office computers and strong typing skills
  • Excellent organizational and analytical skills
  • Compassion for our patients
  
  
• Compassion for our patients
• Superior written and verbal communication skills
• Proficient use of office computers and strong typing skills
• Building rapport and closing skills
• Proven critical thinking, decision making, and time management skills

Essential Job Duties & Responsibilities:

• Quality Checks & Reporting
  • Review accounts/files periodically to ensure that employees are making progress on their workload, working files completely, and following company processes as they are outlined.
  • Report to Director any trends in Orders, Conversions, Collections, Processes, or Employee Morale as this impacts the entire Department.
  • Provide professional feedback to other Managers regarding team members’ performance in the areas assessed (Knowledge, Reliability, Initiative, Innovation, and Collaboration)
  • Regularly identify new improvement opportunities.
  • Identify and resolve problems and inconsistencies in any process, policy as well as issues with Call Center trends (including HIPAA compliance, policy, and process adherence, etc).
  • Monitor volume indicators to ensure adequate staffing.
• Develop and implement efficient systems, properly written forms, clear policies, effective processes, and outline procedures to ensure an excellent patient experience.
• Observe, document, and report all occurrences of employees when there is non-compliance with company policy, process, or following appropriate chain of command.
• Provide professional feedback to other Managers regarding team members’ performance in the areas assessed (Knowledge, Reliability, Initiative, Innovation, and Collaboration)
• Regularly identify new improvement opportunities.
• Interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient.
• Monitor volume indicators to ensure adequate staffing.
• Leadership
  • Model aligned leadership behavior, always communicating with utmost professionalism, and following all company policies/process without exception.
  • Observe, document, and report all occurrences of employees when there is non-compliance with company policy, process, or following appropriate chain of command.
  • Be present/visible in the home office a minimum of 40 hours per week (5 days/week (M-F), 8 hours/day). Exceptions to this need prior approval from your direct Manager.
  • Oversee and manage Call Center team by orienting, training, coaching, and monitoring team progress; communicating job expectations to employees; reviewing job performance and productivity; planning and reviewing compensation actions; and enforcing policies and procedures.
  • Interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient.
• Model aligned leadership behavior, always communicating with utmost professionalism, and following all company policies/process without exception.
• Oversee and manage Call Center team by orienting, training, coaching, and monitoring team progress; communicating job expectations to employees; reviewing job performance and productivity; planning and reviewing compensation actions; and enforcing policies and procedures.
• New Hire/Transfer On-Boarding & Staff Training
  • Provide a seamless on-boarding experience from New Hire Orientation (NHO) into your department, including a structured on-boarding and training plan. Regularly monitor your team’s training needs to coordinate and deliver timely training.
  • Develop and implement efficient systems, properly written forms, clear policies, effective processes, and outline procedures to ensure an excellent patient experience.
• Other duties as assigned.
• Report to Director any trends in Orders, Conversions, Collections, Processes, or Employee Morale as this impacts the entire Department.
• Provide a seamless on-boarding experience from New Hire Orientation (NHO) into your department, including a structured on-boarding and training plan. Regularly monitor your team’s training needs to coordinate and deliver timely training.
• Review accounts/files periodically to ensure that employees are making progress on their workload, working files completely, and following company processes as they are outlined.
• Identify and resolve problems and inconsistencies in any process, policy as well as issues with Call Center trends (including HIPAA compliance, policy, and process adherence, etc).
• Be present/visible in the home office a minimum of 40 hours per week (5 days/week (M-F), 8 hours/day). Exceptions to this need prior approval from your direct Manager.

Minimum Job Qualifications (unless otherwise noted):

• Superior phone communication skills with providers, carriers, patients, and trainees.
• Strong attention to detail and good typing skills.
• Genuine interest in helping people.
• Ability to multitask.
• Background in customer service, patient care, healthcare, and/or sales.
• Ability to perform with high degree of independent judgment, discretion, and confidentiality; make complex decisions within short amount of time.
• No written disciplinary action on file for the preceding 12 months (for internal candidates)
• Reliability regarding attendance M-F and arriving to work on-time.
• Ability to relay confidence and compassion over the phone.

Additional skills that add value:

• Familiar with health insurance billing processes and HIPAA.
• Experience with Durable Medical Equipment (DME) devices (i.e., TENS, E-STIM).
• Experience in Customer Service.
• Bilingual candidates encouraged to apply.
• Previous leadership/management experience

Education:

• Associate degree or higher preferred.

Physical & Environmental Requirements:

• Proficient use of office equipment including computers, copiers, fax machines and telephones.
• Fast-paced, professional office environment.
• Ability to communicate effectively via spoken, written and electronic means.
• Proficiency with office computers and Microsoft Office software.
• Ability to stand or sit for extended periods of time.

Zynex Offers Exceptional Benefits (Full-Time Roles):

• Annual LinkedIn Learning subscription to facilitate employee skill and competency development.
• Reimbursement for Community Volunteer Hours (up to $75/month)
• 3 weeks Paid Time Off (PTO) for sick or vacation time; increases to 4 weeks after 2 years with the company.
• Frequent opportunities for role transitions and advancements.
• Employee Referral Bonus Program.
• 8 paid holidays + up to 2 additional floating holidays (1 every 6 months)
• Employee Appreciation Activities/Perks.
• Premium starting pay.
• Health & Wellness Benefit up to $50/month
• 401K with Company Contribution
• Employee Product Discounts.
• Health, Dental & Vision Insurance

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.

**Employees are held accountable for all duties of this job**

Zynex Medical is an Equal Opportunity/Affirmative Action employer