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**Job Purpose or Objective(s):** As the Call Center Manager, you will oversee all phone operators to ensure calls are handled in a professional and courteous manner while providing quality service to both patients and associates. The Manager will collaborate with all facets of the revenue cycle and help to increase total revenue for the Choctaw Nation Healthcare System. You will report to the Director.

_Start Rate: $35.16 an hour | PG14 | Schedule: Monday - Friday 8aam-4:30pm |_

Primary Tasks:

1. Ensure effective support, coaching, evaluation, and mentorship of Call Center staff.

2. Supervision to include staffing, discipline, scheduling, and visually monitoring performance to ensure adherence to service and productivity standards. May require travel throughout the Choctaw Nation.

3. Develop department initiatives and goals, monitor and manage call flow and handling effectiveness, and respond to service-related concerns.

4. Help staff meet goals set by administration and compliance.

5. Maintain awareness of departmental Key Performance Indicators (KPI) and ensure individual associate KPI reviews take place in an uninterrupted manner.

6. Collaborate with the business analytics team to produce reports and audit results to assist in the decision-making process.

7. Audit the call management system to ensure processes are followed and quality standards are upheld. Partner with Choctaw Nation IT and external IT vendors to ensure systems are functioning to meet CNHSA needs appropriately.

8. Ensure patient’s right to privacy is maintained in accordance with Choctaw Nation Health Services Privacy and Security Code regulations.

9. Perform other responsibilities as may be assigned.

Required Education and Experience:

* Bachelor's degree or 4 years related experience in lieu of education

* Knowledge of medical terminology, patient access/registration/benefit coordination functions and Choctaw Nation patient eligibility guidelines

* Two [2] years supervisory experience

* Five [5] years of directly related experience

About the Choctaw Nation

The Choctaw Nation is the third-largest Indian nation in the United States, with over 200,000 tribal members and more than 11,000 employees. The first tribe over the Trail of Tears, historic boundaries are in the southeast corner of Oklahoma. The Choctaw Nation's vision, "Living out the Chahta Spirit of faith, family and culture," is evident as it continues to focus on providing opportunities for growth and prosperity.

Benefits

Free gym membership

Free access to employee health clinic

Free lunch for casino & resort associates

Earned wages access once per week for hourly Associates

Pet insurance

Paid vacation / sick time

Medical / Dental / Vision

401(K) with company match

College tuition reimbursement

Short-term disability, long-term disability, and family leave

Employee assistance program

Employee prescription program

CNO Paid Life Insurance

Teladoc

On Site Dental Clinics (Jet Dental)

On Site Mammogram Services

Free diabetes and hypertension monitoring benefit (Livongo)

Accolade- Concierge Benefits Program

Wellness Program that equals savings on health insurance cost (Virgin Pulse)

Maternity Care Program

(Benefits provided by the Choctaw Nation are based on employment classification)

CNO was selected as a winner in both HRDUS' and Forbes' 2022 "Employer of Choice" competitions:

Choctaw Nation of Oklahoma received recognition as one of six Best Places to Work in the United States as selected by HRDUS

Choctaw Casinos & Resorts received recognition from Forbes as a Best Employer for Diversity in the Travel & Leisure category.

Forbes also recognized the Choctaw Casino and Resorts as one of America's Best Employers for New Graduates.

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Job Identification: 17436

Job Category: Health Care Services

Posting Date: 04/29/2025, 5:20 PM

Job Schedule: Full time

Job Shift: Day Shift

On-Site/Remote: On-Site