Rocky Mountain Cancer Centers, Colorado’s largest and most comprehensive provider of cancer care has an exciting opportunity for an experienced Call Center Manager (Healthcare) in Greenwood Village Colorado.

We realize that it sounds cliché but it is true - taking care of cancer patients is a calling. It’s much more than a job. Each of us has a unique story that brought us to Rocky Mountain Cancer Centers (RMCC), but those stories usually share common themes of care, compassion, and commitment.

No matter the role each RMCC team member serves in, the goal is the same: to provide the best care possible for each and every one of our patients. Whether we are a nurse holding our patient’s hand, or a scheduler on the phone finding an appointment that fits into a patient’s schedule, we are deeply connected to our patients and do what we can to help.

If this sounds like you, we’d love to have you join our team.

Salary Range: $60,000-$75,000

Pay is based on several factors including but not limited to education, work experience, certification, etc. As of the date of this posting, in addition to your salary, RMCC offers the following benefits for this position, subject to eligibility requirements: Health, dental, and vision plans; wellness program; health savings account; flexible spending accounts; 401(k) retirement plan; life insurance, short-term disability insurance; long-term disability insurance, Employee Assistance Program; PTO, holiday pay, tuition reimbursement, and employee paid critical illness and accident insurance.

Essential Duties and Responsibilities:

• Develops scripts and ensures the Call Center Representatives have the knowledge and skills to answer customers' inquiries, requests for support, or problems quickly and effectively.
• Assist with setting up centralized call center.
• Directs motivational sessions to improve productivity.
• Monitors calls to ensure quality standards.
• Analyzes and plans improvements to call-center performance.
• Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs, and installing upgrades.
• Collects, analyzes, and summarizes call center performance data and trends; and contributes information and analysis to organizational strategic plans and reviews.
• Meets call center financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Establishes or adjusts work procedures to meet productivity goals.
• Recommends measures to improve methods and suggests changes in working conditions to increase efficiency.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; and participates in professional societies.
• Assists in recruiting new staff to ensure patient care objectives are met. Recruits, hires, and trains staff as needed; coaches, counsels, and disciplines employees; communicates job expectations; monitors, appraises, and reviews job contributions; evaluates employee performance, plans and reviews compensation actions, and recommends or initiates promotions, transfers, and disciplinary action; and enforces policies and procedures.
• Other duties as assigned.

Job Requirements

• High School diploma or equivalent, Bachelor's degree preferred.
• Minimum of five years of medical office or call center management experience.
• Data analysis and presentation experience required.
• Healthcare leadership experience required.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Requires full range of body motion including manual and finger dexterity and eye-hand coordination. Requires standing/sitting for extensive periods of time. Occasionally lifts and carries items weighing up to 40 lbs. Requires corrected vision and hearing to normal range.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff, patients and the public.

All qualified candidates are required to pass a background check and non-federal drug test (which excludes marijuana) post offer of employment and prior to hire.

Candidates will be required to show proof of being vaccinated against influenza upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law.