Program Manager, Call Center

This program provides a virtual triage service in support of patient care and treatment for a targeted audience. Using a patient-centric approach, the clinical and non-clinical team will assess and direct callers to the appropriate level of care, source providers, facilitate medical appointments and answer program questions.
This person will oversee the daily operations of the assigned program to ensure smooth operational performance and that all service level agreement metrics (SLAs) are met. Reporting to the Senior Program Manager, this position will serve on the management team and as the key personnel on all contact center operations, compliance, and performance matters. Support the services provided by the agents, implement program improvement planning and implementation, and ensure efficient, effective recruiting and workforce management.

Essential Duties and Responsibilities:

- Oversee the daily operations of a call center team to ensure...

We are actively seeking a Program Manager, Social Services, Call Center

The pay range for this position is $90,000 - $100,000/year

Location: Hybrid office - 3 days WFH, 2 days on site

Schedule: Monday through Friday 9am-5pm (Flexible).

JOB SUMMARY

Are you a seasoned social work professional with strong leadership skills, motivated by a passion to foster positive change in programs and communities?  Then this job is perfect for you!

This position oversees the Masonic Assistance call center and its operations.  This call center provides information and referral and helps callers access Masonic Homes’ many charitable relief programs, such as the Masonic Homes retirement communities and financial assistance and care management services offered through the Masonic Outreach Services program.

This role involves assessing the needs of information and referral callers and program...