Vitals Monitoring Call Center Manager

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you!

JOB SUMMARY

This position is responsible for the oversight and management of the 24 x 7 Vitals Monitoring
Programs and working closely with home care staff, physicians, referral sources and community
groups and other healthcare and managed care entities.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

• Develops and implements best practice algorithms, protocols, policies and procedures based

on clinical guidelines and other pertinent research and presents and gains approval from
senior management.

• Supervises staff and escalation of issues to include needed liaison activities with external

partners, development of algorithms and protocols, and other policies and procedures.

• Develops team and conducts training to ensure a high level of knowledge and quality of the

Vitals Monitoring Programs.

• Conducts monthly shadowing/call monitoring of team members and provides feedback for

improved performance and member experience.

• Measures and manages the team to meet or exceed performance and contractual targets and

performance manages those individuals that are not meeting targets.

• Ensures continuous improvement of the member experience by investigating and addressing

root causes in a way that benefits the member and the business.

• Uses critical thinking skills in identifying and resolving issues and implementing best practices

for the Vitals Monitoring Programs.

• Leads by example in driving a culture of client centricity and ensures that Vitals Monitoring is

managing day to day activities appropriately to create the best employee and member
experience possible.

• Advocates fiscal responsibility in the management of member care through efficient utilization

of resources.

• Celebrates and shares examples of exceptional member experiences.
• Communicates information in a timely, relevant, and accurate manner to all team members.

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• Collaborates with Workforce Management to ensure staff is scheduled to meet forecasted

demand.

• Manages the interviewing and hiring process.
• Administers and assists with attendance and other disciplinary issues.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Manages and mentors employees on performance gaps, career development opportunities,
• Determines appropriate resourcing of staff in order to achieve goals and objectives.
• Defines annual Key Performance Indicators aligned with corporate goals.

and strategies.

• Manages and coaches employees on all human resource related processes including

onboarding, performance management, succession planning, employee relations, selection,
terminations, compensation and rewards.

• Recognizes others’ contributions and share credit for success.
• Owns attainment of high employee satisfaction and retention; lead development of program

and initiatives within group to attain high employee satisfaction.

• Prepares and manages budget as assigned; analyzes variances and initiates corrective

actions to maximize operational performance.

KNOWLEDGE, SKILLS AND ABILITIES

EDUCATION AND TRAINING

• Six (6) plus years of experience. Minimum of 3-5 years of related call center and/or clinical
• Bachelor's Degree required.

leadership experience

• Three (3) plus years leadership responsibility.

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• Direct clinical experience preferred.
• Or equivalent combination of education and/or experience.
• RN, MA or CNA preferred.

Salary: $69,900-$80,000 annually

We value our team members and realize the importance of benefits for you and your family.

Modivcare offers a comprehensive benefits package to include the following: