Job Description

Job Title: Mgr PHS Centralized Call Cent
Job ID: 01857673
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: Pinnacle Health Medical Services
Department: Centralized Contact Ctr
Location: 3 Walnut Street, Lemoyne PA 17043


Maintains the overall operational efficiency of thePHMG PCP Centralized Call Center. Supports organizational operations by insuring process definition and execution as required by established goals. Maintains adequate and well-trained staff in conjunction with budget targets. Ensures that the right level of resources is available to meet customer demand. Responds to operational concerns and adjusts processes as needed. Ensures that agents have the knowledge and skills to answer customers inquiries, requests for appointments and addresses problems quickly and effectively. Maintains professional by tracking emerging trends in call center operations and requires good organizational skills. Builds superb customer service focus that demonstrates commitment to meeting and exceeding customer expectations. Facilitates patient scheduling and movement into, through, and out of the health care experience. Creates positive first impression, ensures that staff obtains accurate/complete information and verifies data collected. Responds promptly to internal and external requests and notifies management of any unusual circumstances.

  • Manages multi-functional enterprise-wide operations within the call center.
  • Ascertains processes in place to collect all relevant demographic and insurance information for patient at time of scheduling contact.
  • Develops collaborative relationships with departments supported by the call center.
  • Coordinates, facilitates and attends meetings as required to support goals of the departments supported, registration process and the organization.
  • Manages staffing resources within defined budget target parameters and ensures staffing consistently meets standards of service.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems, preparing and completing action plans, and completing call audits.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Defines staffing needs, works with call center supervisors tointerview, hire, train, evaluates and manage personnel  in conjunction with all deadlines, goals and customer service excellence guidelines of the organization.
  • Ensures confidentiality of patient and employee information in accordance to HIPAA requirements.
  • Actively participates in performance improvement projects in support of organizational goals to achieve maximum results.
  • Develops and implements policies and procedures for the department, ensuring process standardization for all agents.
  • Ensures the professional treatment of all customers, both internal and external.
  • Actively creates relationships with external customers to foster use of and satisfaction with PHMG PCP services.
  • Performs biweekly review and payroll approval.
  • Prepares special projects as assigned by the Director.
  • Communicates changes to staff for proper implementation.
  • Conducts regular periodic staff meetings to inform staff of changes in policies and to provide in-service training.
  • Facilitates team activities by assessing needs for team building and team development.
  • Participates on committees.
  • Human Relations / Contact and Communications:The PHMG PCP Centralized Call Center Manager position requires the ability to communicate with various levels of employees and present findings to the Director and Senior management team. This position also requires the ability to understand issues that are operational or systemic in nature and quantify their relevance to the financial well being of UPMC Pinnacle. Individuals must be able to succeed in a busy and complex environment.


  • Associate's degree required or equivalent relevant years in lieu of degree. BA/BS preferred. 
  • Requires minimum of 7 years of experience of which 3 years must have been in a supervisory capacity within a call center or related field. 
  • Competence in Microsoft Office products. 
  • Working knowledge of basic medical terminology required. 
  • Excellent verbal and written communication skills. 
  • Ability to motivate and improve team performance. 
  •  Strong customer service orientation. 
  • Process improvement and management analyses experience a plus.

Licensure, Certifications, and Clearances:
  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

    Salary Range: $25.31 to $39.42 / hour

    Union Position: No

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