IDS Call Center Manager

The IDS Call Center Manager is responsible for delivering high standards of service to our customers by creating a smooth functioning environment through staff leadership, by setting and achieving objectives through interpersonal, interpretive, and technical abilities.  He/she is the liaison between the business units, technology teams and support teams. He/she will use a range of measurements to monitor, analyze and strategize improvements to call center performance.  This is an exempt position.

PIH Health is a nonprofit, regional healthcare network that serves approximately 3.7 million residents in the Los Angeles County, Orange County and San Gabriel Valley region. The fully integrated network is comprised of PIH Health Downey Hospital, PIH Health Good Samaritan Hospital, PIH Health Whittier Hospital, 35 outpatient medical office buildings, a multispecialty medical (physician) group, home healthcare services and hospice care, as well as heart, cancer, digestive health, orthopedics, women’s health, urgent care and emergency services. The organization is nationally recognized for excellence in patient care and patient experience, and the College of Healthcare Information Management Executives (CHIME) has identified PIH Health as one of the nation’s top hospital systems for best practices, cutting-edge advancements, quality of care and healthcare technology. PIH Health is also certified as a Great Place to Work®. For more information, visit PIHHealth.org or follow us on Facebook, Twitter, or Instagram.

Required Skills

• Strong leadership skills
• Ability to express oneself—both verbally and in written form—in a clear, concise manner
• Analytical skills to collect and research data
• Critical thinking and problem solving skills to identify and resolve problems in a timely manner
• Ability to follow-up and document key areas of concern
• Ability to efficiently coordinate resources
• Ability to demonstrate accuracy and thoroughness, exhibit sound and accurate judgment
• Excellent organizational skills, strong interpersonal skills, uses time efficiently
• Able to deal with frequent change or unexpected events; must be able to handle multiple tasks with interruption
• Ability to organize, coordinate, direct, manage, and lead projects and teams of people
• Ability to professionally interact with multiple levels in the organization

Required Experience

Required:

• Working knowledge of call center metrics and systems
• Proficient in the Microsoft suite of software

Preferred:

• Call Center leadership experience
• Bachelor’s degree in healthcare organizational development or other related fields
• Previous hospital/healthcare experience

Beyond the benefits that come with working for the area's leading community healthcare provider – one that also recognizes the need to ensure patient safety and comfort – you'll enjoy an extremely competitive compensation and benefits package.  We are an equal opportunity employer and seek diversity in our workforce.   EOE M/F/D/V