Call Center Manager

Are you excited about a new and exciting opportunity Do you have a passion for working with families and individuals in need of healthcare housing and community support services Are you interested in working for a missiondriven and innovative organization Well look no further! At Community of Hope we envision Washington DC where everyone is healthy housed and hopeful. If you are ready to make a positive difference in the community this position is for you!

Our mission: To improve health end homelessness and partner with communities to make Washington DC more equitable.

Our Approach and Values:

We celebrate peoples strengths and acknowledge the impact of trauma on peoples lives.

We embrace diversity welcome all voices and treat everyone with respect and compassion.

We lead and advocate for changes to make systems more equitable.

We strive for excellence and value integrity in all that we do.

Position Summary: The Call Center Manager is accountable directly to the Associate Director Health Information & Patient Services. This position is responsible for direct supervision of the Lead Call Center Receptionist and Medical Receptionists.

Salary The salary range for this position is $65000 $70000 and the offer amount is determined by the candidates education qualifications and experience. Indeed provides its own estimated salary calculator and is not affiliated with COHs range.

Highlighted Duties and Responsibilities:

• Manages scheduling of phone coverage to ensure that sufficient staff resources are in place to meet demand and allow access to care. Manages and addresses escalated telephone related patient complaints.
• Monitors incoming phone queue to: ensure phone calls are answered in a timely manner; monitor the length of phone calls; ensure there are enough agents to take phone calls; keep track of hold times. Pulls and analyzes phone queue reports at least monthly using information to coach team members and determine training opportunities. Develops trainings in collaboration with Lead Trainer as needed.
• Meets with supervisees regularly and provides realtime feedback training support and coaching as needed. Creates meeting agendas sends meeting agendas in advance when possible and documents concerns promptly as needed.
• Reviews the performance of team members in a timely manner including completing 90 day and annual performance evaluations per their due dates documenting any issues or changes providing recommendations for professional development and/or training opportunities and recognizing staff when appropriate. Ensures receptionists are following scheduling protocol. Ensures that the phone system is working properly identifying any problems in the system and alerting appropriate resources as necessary.
• Adjusts call center campaigns as needed for schedule changes due to holidays staff meetings emergency closures etc.
• Meets and collaborates with Practice Managers to ensure that scheduling protocols are being followed and to review employee productivity/performance at least monthly.
• Partners with Behavioral Health Team Members to ensure that Medication Assistance Treatment (MAT) Program patients are scheduled correctly. Also reports on MAT inquiries by phone as requested.
• Manages alerts received through the FEMS (Right Care Right Now) portal and communicates to Practice Managers so that patients can be seen as soon as possible.
• Performs other duties as assigned by supervisor.

• High School Diploma/GED required; B.A. preferred.
• Ability to multitask and problem solve required.
• Experience in medical setting required preferably in a Community Health Center
• Minimum two years supervisory experience in call center/central scheduling strongly preferred.
• Experience with Electronic Medical Records required. Experience with eCW preferred.
• Bilingual preferred in English and Spanish/Amharic.
• Travel to other sites may be required as needed.
• Proof of required vaccinations is required. This includes but may not be limited to Flu and Covid. COH will consider requests for reasonable accommodations for anyone who cannot be vaccinated for a religious or medical reason subject to applicable law.
• In relation to remote work versus onsite expectations this position is classified as the following: Hybrid: Remote work and onsite work requirements are generally split roughly 50/50. Please note that remote work designations are subject to change or fluctuate at any point in time and the supervisor may require in person learning for a specific amount of time after hire.

At COH we prioritize the following wellbeing and worklife balancecentered benefits:

• Remote work opportunities are available for many but not all of our roles promoting a culture of worklife balance.
• 8hour workdays which include a paid lunch
• 11.5 paid company holidays 1 personal floating holiday 15 days of paid vacation (increases to 20 after 3 years of service 25 after 10 years of service and 30 after 15 years of service) and 12 days of paid sick leave on an annual basis
• Annual performancebased raises up to 5 of your annual pay
• National Health Service Corps (NHSC) and DC Health Professional Loan Repayment Program (DCHPLRP) participants
• Tuition reimbursement loan repayment for clinicians licensing reimbursement and continuing education unit funds for licensed staff
• Many opportunities for internal promotions and transfers across the agency as we continue to grow; we average 30 promotions each year
• Ongoing internal leadership training for supervisors
• Ongoing wellbeing activities culture compact activities and training and traumainformed care initiatives and training
• Medical/Dental/Vision Plans through CareFirst BlueCross Blue Shield
• Life insurance shortterm disability and longterm disability insurance
• 403(b) Retirement Plan
• Flexible Spending Accounts for medical and dependent care reimbursable expenses
• And much more!

About Us:

Community of Hope is a missiondriven innovative and rapidly growing nonprofit. For 45 years we have provided healthcare housing and community support services to make Washington DC more equitable. As a Federally Qualified Health Center we provide medical dental emotional wellness and care coordination services for the whole family at three locations in DC. Community of Hope also strongly emphasizes maternal and child health with midwifery practice and the only freestanding birth center in DC. In 2024 Community of Hope provided about 50000 medical visits 6300 dental visits and 17000 behavioral health visits for about 16000 patients. Community of Hope is also one of the largest providers of homelessness prevention and housing services for 1600 households1384 families and 220 individualsexperiencing homelessness in DC. Community support through Family Success Center our WIC nutrition centers and perinatal care coordination for pregnant people experiencing homelessness reach hundreds more families. We believe that everyone in DC can be healthy housed and hopeful.

We were selected as one of The Washington Post 150 Top Workplaces in 2024 and 6 other times since 2014 based on feedback from our staff.

To request a reasonable accommodation to complete an employment application or for general questions about employment with Community of Hope contact a Recruiting Coordinator. Email: Phone:. Community of Hope is an equal opportunity employer.