Trispoke Managed Services Linkedin Jobs in Usa

Leadership Opportunity: Children’s Outpatient Campus at Carolina Pointe II Position Overview We are seeking a dynamic nursing leader to oversee and advance the Children’s Outpatient Campus at Carolina Pointe II in Chapel Hill.

This is a critical operational role responsible for guiding the clinical and administrative direction of our pediatric outpatient services.

Key Qualifications Clinical Expertise: The ideal candidate will have a strong clinical background in the care of children, ensuring a high standard of patient care and safety throughout our outpatient clinics.

Leadership Development: Demonstrated ability to nurture future leadership potential in direct reports is essential.

The leader will mentor and support staff growth, fostering the next generation of nursing and clinical leaders.

Teamwork and Collaboration: Commitment to supporting a strong sense of collegiality and teamwork among all teammates and physicians is a must.

This includes promoting open communication, mutual respect, and effective interdisciplinary collaboration.

Campus Description The Children’s Outpatient Campus at Carolina Pointe II comprises three small pediatric outpatient clinics.

Our services include general pediatrics, adolescent medicine, gastroenterology, allergy/immunology and neurology .

The incoming leader will play a pivotal role in maintaining and enhancing the quality of care across these specialties.

Workforce Support This leadership position is responsible for supporting a workforce that is highly skilled and deeply engaged in providing outstanding interdisciplinary care for patients and their families.

The leader will ensure that our teams continue to deliver compassionate, coordinated, and effective healthcare tailored to the needs of our pediatric population.

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary: This position supervising large clinical units.

Duties include ensuring that appropriate care and services are available to patients and families, ensures adequate and appropriate clinic staffing on each shift, supervision of nursing staff, medical support staff and utility aide staff, assistance with annual performance reviews of staff, participation in quality improvement initiatives to address identified patient safety or quality of care issues.

Provides and facilitates an environment conducive to staff continuing education needs, ongoing unit-based educational needs and orientation of staff members.

Responsibilities: 1.

Patient Care- Ensures that appropriate care and services are available to patients / clients and families.

Facilitates interdisciplinary collaboration in patient/client care planning.

Ensures appropriate clinical staffing and skill mix for patient care.

Supervises team of professionals /paraprofessionals which may include nursing staff, health unit coordinators, nursing assistants and utility aides.

2.

Human Resource Management- Effectively manages human resources.

Creates an environment conducive to recruiting and retaining staff.

Applies organizational policy and procedures in hiring, promoting, transferring and terminating staff.

Provides staff with annual performance feedback and opportunity to set professional goals.

Integrates scientific evidence regarding retention of nursing staff into unit planning.

3.

Budget Management- Effectively uses clinical and financial information to establish and meet budgetary goals.

Implements strategies to increase revenue and cost effectively manage personnel, supply, and equipment resources.

Evaluates the impact of strategic fiscal changes on quality outcomes.

4.

Accreditation Issues- Ensures that internal and external regulatory standards or nursing practice are met or exceeded.

This includes organizational policy and procedures as well as state, Joint Commission, Board of Nursing and other specified accrediting bodies.

Integrate current scientific evidence with standards of practice.

5.

Quality Improvement- Leads and participates in quality improvement initiatives that focus on identified patient safety or quality of care deficits.

6.

Education- Creates an educational environment conducive to student learning, staff continuing education, and orientation of new staff members.

Accountable for annual competency evaluation of staff that ensures staff has the knowledge and skills to care for the specified patient population.

7.

Customer Satisfaction- Ensures high customer satisfaction.

Communicates patient satisfaction results, letters and comments to staff and leads monthly initiatives to improve consumer satisfaction with care and services.

Advocates for consumers within the organization, particularly for vulnerable or at risk populations.

Other Information Other information: Education Requirements: ● Bachelor's degree in Nursing (BSN) from a state-accredited school of professional nursing.

Licensure/Certification Requirements: ● Licensed to practice as a Registered Nurse in the state of North Carolina.

● For positions at Magnet Hospitals, professional certification (ANCC Magnet approved) relevant to Management, Leadership or Clinical Area is required within the probationary period of employment.

● BLS required.

Professional Experience Requirements: ● Three (3) years of professional nursing in tertiary care and one (1) year of management experience in specialty area.

Knowledge/Skills/and Abilities Requirements: Job Details Legal Employer: STATE Entity: UNC Medical Center Organization Unit: UNCH Childrens Neurology Cl Work Type: Full Time Standard Hours Per Week: 40.00 Pay offers are determined by experience and internal equity Work Assignment Type: Onsite Work Schedule: Day Job Location of Job: US:NC:Chapel Hill Exempt From Overtime: Exempt: Yes This is a State position employed by UNC Health Care System with UNC Health benefits.

If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities.

All interested applicants are invited to apply for career opportunities.

Please email if you need a reasonable accommodation to search and/or to apply for a career opportunity.

Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly

Position summary

The Office Services Supervisor - Hospitality/Concierge is an independent leader, helping manage the day-to-day people, operations and client

Job duties

(* denotes an “essential function”)

• *Ensure team provides outstanding service to client, while building strong customer relationships
• *Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• *Create an environment conducive to service expansions and new business opportunities
• *Maximize profitability through the effective utilization of labor and resources
• *Immediately resolve any operational problems or issues
• *Produce required reports on schedule
• *Coordinate workflow within the team, prioritizing jobs and delegating duties to associates
• *Balance team’s day-to-day work assignments with projects and ad hoc requests related to mail volume, reprographics requests, conference room set up, and vendor management
• *Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines
• *Train new employees on policies and procedures
• *Address performance issues among team members
• *Work with manager to create development plans and challenging assignments for team members
• *Escalate to manager client or team concerns to proactively resolve issues
• Adhere to Williams Lea policies in addition to client site policies
• Use equipment and supplies in a cost-efficient manner
• Other duties as assigned

Working conditions

• Position operates at sites with maximum of 24/7 operations. Individual shift requirements will vary by site.
• Ability to work overtime as needed.
• Work is performed in a professional work environment.
• Business casual attire required.
• Must be able to work sitting most of the time.
  
  

Job qualifications

• Bachelor’s degree or equivalent experience
• 3 or more years’ proven experience in a customer service environment, legal or financial services industries preferred
• 3 or more years’ experience in office support including a combination of administrative, facilities, hospitality, reception, reprographics and mailroom
• Understanding of USPS regulations
• Understanding of reprographics equipment and usage
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience managing vendors preferred
• Basic P&L understanding a plus
• Demonstrated experience prioritizing competing priorities under tight deadlines
• Proven customer service skills are required in order to create, maintain and enhance customer relationships.
• Good written and verbal communication skills, including professional telephone and email etiquette.
• Attention to detail with good organizational skills.
• Must be able to meet deadlines and complete all projects in a timely manner.
• Ability to handle sensitive and/or confidential documents and information.
• Able to make independent decisions that conform to business needs and policy.
• Good problem-solving skills, with the ability and understanding of when to escalate a problem to a managerial level.
• Must work well in a team environment.
• Must be able to interact effectively with multi-functional and diverse backgrounds.
• Ability to work in a fast-paced environment.
• Must be self-motivated with positive can-do attitude.
  
  

RRD's current salary range for this role is $54,000 to $60,000 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

Shift: Monday-Friday, 7:30am to 4:30pm

#GOC

#WLNAT

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans

Celebrating more than 60 years of rich history and recognition for service and excellence in the Financial Services industry, Raymond James is seeking a dynamic Registered Client Service Associate who is a motivated, detail oriented and creative problem solver to join our growing team. This essential role helps to provide high quality/high touch critical administrative support to Financial Advisors, their prospective and existing clients and other branch staff team members. The ideal candidate will have effective communication skills across multiple platforms (phone, email, in-person, virtual), as well as the ability to organize, manage, and track multiple, detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced, task-oriented work environment. Come grow with us and see where a career at Raymond James could take you!

Responsibilities:

• Serves as first point of contact to service a high volume of daily interactions, including basic inquiries, providing quotes and scheduling of meetings, with prospective and existing clients on the phone, in-person, virtually and through mailings.
• Works both independently and within a dynamic team environment to provide crucial support to the financial advisors and branch office.
• Onboards new clients, opens new client accounts and researches client and security information using internal databases and other technologies.
• Ensures key client information and documentation is current with firm and industry requirements, rules and regulations.
• Processes and monitors the transfer of assets to ensure all assets and cost basis were successfully received.
• Monitors available cash awaiting investment, including running weekly cash and cash equivalent reports and contacting clients with investment opportunities to maximize returns.
• Reviews, assesses and responds to all corporate action items and client account alerts.
• Prepares financial reports, spreadsheets and other materials for client meetings.
• Inputs orders and rebalances portfolios on behalf of the Financial Advisors.
• Creates and maintains records and files utilizing Client Relationship Management (CRM) software.
• Assists Financial Advisors with marketing efforts including seminars and other client-facing events.
• Actively engages in available training/cross-training and educational and/or professional development opportunities to remain current on firm and industry policies and procedures.
• Performs other duties and responsibilities as assigned.

Skills:

• Company's working structure, policies, mission, and strategies.
• Managed account platforms.
• General office practices, procedures, and methods.
• Investment concepts, practices and procedures used in the securities industry.
• Financial markets, products and industry regulations.
• Trading terminology.
• Client Relationship Management (CRM) software, or similar contact management software.
• Goal planning software.
• Excel, including developing spreadsheets as needed and for ongoing reporting.
• Effective communication across multiple client interactive platforms (in-person, virtual, phone and mail)
• Operate standard office equipment and using required software applications to produce correspondence, reports, electronic communication, spreadsheets, and databases.
• Analyze and research account information.
• Organize, manage, and track multiple, detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced, task-oriented work environment.
• Identify time sensitive items and assess competing priorities.
• Take initiative and proactively follow up on submitted items to ensure completion; resolve errors, questions or concerns.
• Handle stressful situations and provide a high level of customer service in a calm and professional manner.
• Analyze problems and establish solutions in a fast paced environment.
• Use mathematics sufficient to process account and transaction information.
• Use appropriate interpersonal styles and communicate effectively, both orally and in writing, with all organizational levels, in person and virtually.
• Work both independently and as part of a cohesive team.
• Provide a high level of customer service.

Education/Previous Experience:

• High School Diploma or equivalent and one (1) or more years securities industry or related work experience preferred, or an equivalent combination of experience, education, and/or training as approved by Human Resources.

Licenses/Certifications:

• SIE required provided that an exemption or grandfathering cannot be applied.
• Series 7 required.
• Series 63, 65 and/or 66 as required by state.

Travel: Less than 25%

Workstyle: Resident

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. We expect our associates at all levels to:

• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm

At Raymond James as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We're the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic! We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.

Provides professional, knowledgeable, and courteous call support to all cardholders, patrons, and transit operators as well as support to Call Center Representatives. Individuals in this position also provide direction when a supervisor is not available. This position typically works under general supervision and direction.

• Handle escalations from CSRs.
• Handle incoming telephone calls from patrons and transit operators.
• Assist CSRs with troubleshooting cardholder inquiries and requests.
• Assist with coaching, training, and mentoring of CSRs.
• Covers shifts as outlined by program leadership, to include nights, weekends, and holidays.
• Ad hoc reporting
• Manage and support call center processes and procedures.
• Manage and adhere to contractual service requirements.
• Ensure 100% accuracy in processing orders.

• High school degree, or equivalent, plus a minimum of four years of call center experience.
• Microsoft Office Professional proficiency is required.
• Experience using metrics to track adherence to key performance indications.
• Strong organization skills with detail orientation.
• Must demonstrate leadership skills.
• Ability to multi-task. Comfortable using multiple systems to process tasks assigned.
• Ability to type 45 wpm.
• Must possess good time management skills. Well-organized with strong follow-up skills.
• Willing to work extended hours.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. Duties, responsibilities, and requirements may change over time and according to business need.

Cubic pay range: $21.00 - $27.00/hr. + benefits

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Location: Savannah, GA

Job Type: Full-Time

Pay Types: Salary + Bonus

Benefits & Perks: Management: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

Application Details: No Resume Required, On-site Interview

Position Overview: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Our team is looking for a highly skilled call center customer service manager who can motivate sales and service supervisors to achieve department goals and champion their teams to deliver specific results for our clients.

This leadership position is responsible for daily operations and opportunities to improve conversion, efficiencies, customer service levels, deliver specific sales objectives and support the call center in all facets.

Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

This is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account.

Key Responsibilities:

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Proven ability to meet performance, efficiency, and quality assurance targets
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Determining work procedures, preparing work schedules, and expediting workflow
• Responsible for hiring, coaching and terminating call center employees
• Be a subject matter expert on your client's business
• Manage remote employees as needed.
• Other duties and responsibilities as assigned

Wonder if you are a good fit for this position? It's about building relationships and turning the knowledge, you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Required:

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving and negotiation
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required):

• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
• State or Federal work experience

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Want an employer that values your contribution?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Whether youre a born leader, or have earned your stripes through years of experience, you might be just the person were looking forgoal-oriented, team-focused and ready to hit the ground running.

Benefits:

• 4 day work week!
• A passionate environment that supports growth.
• Shift meals provided
• Excellent Hours
• Bonus Program
• Full Health Benefits

As a member of the management team, the Associate Manager assists in providing direction and motivation to the hourly partners, ensuring execution of all positions, chores and responsibilities in order to provide our guests with an exceptional NEWK's Experience and exceptional product quality. This position also helps to protect the brand by maintaining a sanitary, safe, respectful, efficient and quality work environment while effectively managing operational/product costs.This career opportunity is with a independently owned franchise restaurant.

NEWK'S Associate Managerstreat all people with courtesy and respectful attitude. They are reliable, independent thinkers and good decision-makers. They create a culture of empowerment and fun in caring for our guests while ensuring profitability and operational excellence are maintained. The Associate Manager values training and adheres to the NEWKs training systems.

Associate Manager Job Responsibilities:

• Provide direction and motivation to the hourly partners, ensuring execution of all positions, chores and responsibilities in order to provide our guests with an exceptional NEWKs Experience and exceptional product quality
• Help to protect the brand by maintaining a sanitary, safe, respectful, efficient and quality work environment while effectively managing operational/product costs

Apply now online.

• Excellent communications, supervisory, and guest service skills
• Computer literacy; comfortable with Microsoft Office Software
• Must have a valid drivers license and insurance

Our commitment to quality ingredients and customer service begins with every team member. If youre looking for an exciting career in a passionate environment, youve come to the right place.Our success relies on happy guests and happy team members. Exceptional customer service has been our foundation since day one.

Client Services Coordinator – IT Asset Disposition (ITAD)

Full-time, In-office

Our client, a global leader in IT lifecycle management and value optimization, is seeking a Client Services Coordinator to join their IT Asset Disposition team. This role is essential in ensuring smooth customer interactions throughout the IT asset lifecycle, acting as a bridge between clients and internal teams while maintaining the highest standards of data security and compliance.

Key Responsibilities:

• Serve as the primary point of contact for clients, managing inquiries, orders, and requests across multiple channels.
• Oversee asset disposition orders, including initiation, updates, and accuracy checks.
• Resolve issues relating to scheduling, logistics, compliance, or data security.
• Provide compliance documentation such as certificates of erasure, recycling, and disposal.
• Educate clients on best practices for IT asset preparation and ensure seamless project execution.
• Collaborate with sales, logistics, and operations teams to deliver an outstanding client experience.

Candidate Profile:

• Bachelor's degree and 2–3 years of experience in a client services or project coordination role.
• Highly organized, with excellent communication and problem-solving skills.
• Proactive, independent, and reliable, with strong follow-up and attention to detail.
• Comfortable managing multiple priorities and deadlines while maintaining a client-first approach.
• Experience in logistics coordination or IT services (ITAD experience a plus).
• Familiarity with CRM platforms such as Salesforce, Microsoft Dynamics, or Smartsheet preferred.

Why Apply?

This is an excellent opportunity to join a dynamic, forward-thinking organization offering competitive salaries, comprehensive benefits, and clear opportunities for career growth.

Interested? Apply today to take the next step in your career journey.

Director of Customer Service & Call Center Operations

The Director of Customer Service & Call Center Operations is a senior leader responsible for building and leading a high-performing, culturally competent contact center serving a predominantly Asian senior Medicare population within a fully delegated, full-risk PCP IPA / MSO environment.

This role oversees patient, provider, and broker service experience while driving operational excellence, team development, and value-based care outcomes.

Key Responsibilities

Patient & Partner Experience Leadership

• Champion a patient-first, culturally aligned service model for Asian elderly patients and caregivers
• Ensure high standards for empathy, clarity, first-call resolution, and timely access to care
• Oversee service delivery for patients, PCP practices, specialists, and broker partners
• Translate feedback and complaints into measurable service improvements

People Leadership & Culture

• Lead, coach, and develop managers and frontline customer service teams
• Foster a respectful, accountable, and service-driven culture
• Oversee onboarding and training focused on Medicare Advantage, cultural sensitivity, and service excellence

Operations & Performance Management

• Oversee daily contact center operations (phone, digital, portal)
• Manage KPIs including CSAT, NPS, FCR, ASA, abandonment rate, and quality scores
• Optimize staffing, workforce planning, and seasonal readiness (AEP/OEP)
• Use data and dashboards to drive continuous improvement

Value-Based Care & Clinical Partnership

• Align contact center workflows with care gap closure, AWVs, preventive screenings, and post-discharge outreach
• Partner with Clinical, Quality, and Care Management teams to improve outcomes and member retention

Compliance & Systems

• Ensure compliance with HIPAA, CMS, and Medicare Advantage regulations
• Partner with IT to optimize telephony, CRM, and contact center technologies

Qualifications

Required:

• Bachelor's degree in Healthcare Administration, Business, or related field preferred
• 7+ years of healthcare customer service or call center leadership experience
• Experience in Medicare Advantage, managed care, IPA/MSO, ACO, or value-based care environments
• Proven success leading large frontline service teams
• Bilingual in English and at least one Asian language (e.g., Korean, Chinese, Vietnamese, or Tagalog) – Required
• Strong understanding of culturally competent service for senior populations

Preferred:

• Experience serving Asian or immigrant senior populations
• Familiarity with EMR, CRM, and workforce management systems
• Lean, Six Sigma, or Service Excellence training

Success Measures

• Improved patient, provider, and broker satisfaction
• Reduced escalations and complaints
• Improved access metrics and first-contact resolution
• Strong employee engagement and retention

AMM BENEFITS

When you join AMM, you're not just getting a job—you're getting a benefits package that puts YOU first:

• Health Coverage You Can Count On: Full employer-paid HMO and the option for a flexible PPO plan.
• Wellness Made Affordable: Discounted vision and dental premiums to help keep you healthy from head to toe.
• Smart Spending: FSAs to manage healthcare and dependent care costs, plus a 401(k) to secure your future.
• Work-Life Balance: Generous PTO, 40 hours of sick pay, and 13 paid holidays to enjoy life outside of work.
• Career Development: Tuition reimbursement to support your education and growth.
• Team Fun: Paid company outings and lunches because we work hard, but we also know how to have fun!

Wound, Ostomy, and Continence Nursing (WOCN) & Diabetes Resource Nurses (DRN) Teams Join and Lead Our Growing Clinical Teams! Are you ready to lead dedicated nursing teams delivering expert care across a diverse patient population? We are seeking a Nurse Manager to oversee both the Certified Wound, Ostomy, and Continence Nurse (CWOCN) team and the Diabetes Resource Nurses (DRN) team at UNC Medical Center.

This unique leadership opportunity combines two vital clinical programs aimed at improving patient outcomes and enhancing care delivery.

What You'll Lead: Oversight of a full-scope CWOCN practice encompassing pediatrics to adults in medicine, surgery, oncology, and outpatient care.

Leadership and development of the Diabetes Resource Nurses (DRN) team, advancing diabetes education and resource support throughout the UNC Medical Center.

Fostering a collaborative, innovative environment where nurses work together to solve complex patient care challenges.

Management of care delivery for complex wound cases, including Negative Pressure Wound Therapy (NPWT), ensuring high-quality outcomes in a growing service line.

Leading quality improvement initiatives such as reducing hospital-acquired pressure injuries (HAPI) and improving outcomes for new ostomates.

Mentoring, education, and coaching to empower both teams and promote continuous professional development.

Why Lead Our Teams? Our WOCN and DRN services are expanding alongside the anticipated launch of a complex wound service, bringing new expertise and resources to meet the growing wound care and diabetes management needs across North Carolina.

As manager, you'll be instrumental in shaping the future of these critical care areas, building strong provider partnerships, and ensuring your teams' success in delivering meaningful patient outcomes.

If you are passionate about nursing leadership and ready to make a broad impact across wound care and diabetes education, we want to hear from you! Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary: The Patient Services Manager II assists a higher level nurse manager in the following duties: ensuring that appropriate care and services are available to patients and families, ensuring adequate and appropriate clinical staffing on each shift, may supervise nursing staff, HUC staff and utility aide staff, providing assistance with annual performance reviews of staff, participation in quality improvement initiatives to address identified patient safety or quality of care issues, providing and facilitating an environment conducive to staff continuing education needs, on-going unit-based educational needs and orientation of staff members.

Responsibilities: 1.

Patient Care
- Ensures that appropriate care and services are available to patients / clients and families.

Facilitates interdisciplinary collaboration in patient/client care planning.

Ensures appropriate clinical staffing and skill mix for patient care.

Supervises team of professionals / paraprofessionals which may include nursing staff, health unit coordinators, nursing assistants and utility aides.

2.

Human Resource Management
- Effectively manages human resources and creates an environment conducive to staff recruitment and retention.

Applies organizational policy and procedures in hiring, promoting, transferring and terminating staff.

Provides staff with annual performance feedback and opportunity to set professional goals.

Integrates scientific evidence regarding retention of nursing staff into unit planning.

3.

Budget Management
- Effectively uses clinical and financial information to establish and meet budgetary goals.

Implements strategies to increase revenue and cost-effectively manage personnel, supply, and equipment resources.

Evaluates the impact of strategic fiscal changes on quality outcomes.

4.

Accreditation Issues
- Ensures that internal and external regulatory standards or nursing practice are met or exceeded.

This includes organizational policy and procedures as well as state, JCAHO, Board of Nursing and other specified accrediting bodies.

Integrates current scientific evidence into standards of practice.

5.

Quality Improvement—Leads and participates in quality improvement initiatives that focus on identified patient safety or quality of care deficits.

6.

Education—Creates an educational environment conducive to student learning, staff continuing education, and orientation of new staff members.

Accountable for annual competency evaluation of staff that ensures staff has the knowledge and skills to care for the specified patient population.

Other Information Other information: Education Requirements: ● Bachelor's degree in Nursing (BSN) from a state-accredited school of professional nursing.

Licensure/Certification Requirements: ● Licensed to practice as a Registered Nurse in the state of North Carolina.

● BLS required.

Professional Experience Requirements: ● Two (2) years of professional nursing experience in a tertiary care setting, and one (1) year of experience in the area assigned.

Knowledge/Skills/and Abilities Requirements: Job Details Legal Employer: STATE Entity: UNC Medical Center Organization Unit: Wound, Ostomy Care Nurses Work Type: Full Time Standard Hours Per Week: 40.00 Pay offers are determined by experience and internal equity Work Assignment Type: Onsite Work Schedule: Day Job Location of Job: US:NC:Chapel Hill Exempt From Overtime: Exempt: Yes This is a State position employed by UNC Health Care System.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities.

All interested applicants are invited to apply for career opportunities.

Please email if you need a reasonable accommodation to search and/or to apply for a career opportunity.

d24ad0b8-823f-4e68-a892-2986ccdf7392

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary: Assists a higher level nurse manager in the following duties: ensuring that appropriate care and services are available to patients and families, ensuring adequate and appropriate clinical staffing on each shift, may supervise nursing staff, HUC staff and utility aide staff, providing assistance with annual performance reviews of staff, participation in quality improvement initiatives to address identified patient safety or quality of care issues, providing and facilitating an environment conducive to staff continuing education needs, on-going unit-based educational needs and orientation of staff members.

Responsibilities: 1.

Patient Care
- Ensures that appropriate care and services are available to patients / clients and families.

Facilitates interdisciplinary collaboration in patient/client care planning.

Ensures appropriate clinical staffing and skill mix for patient care.

Supervises team of professionals / paraprofessionals which may include nursing staff, health unit coordinators, nursing assistants and utility aides.

2.

Human Resource Management
- Effectively manages human resources and creates an environment conducive to staff recruitment and retention.

Applies organizational policy and procedures in hiring, promoting, transferring and terminating staff.

Provides staff with annual performance feedback and opportunity to set professional goals.

Integrates scientific evidence regarding retention of nursing staff into unit planning.

3.

Budget Management
- Effectively uses clinical and financial information to establish and meet budgetary goals.

Implements strategies to increase revenue and cost-effectively manage personnel, supply, and equipment resources.

Evaluates the impact of strategic fiscal changes on quality outcomes.

4.

Accreditation Issues
- Ensures that internal and external regulatory standards or nursing practice are met or exceeded.

This includes organizational policy and procedures as well as state, JCAHO, Board of Nursing and other specified accrediting bodies.

Integrates current scientific evidence into standards of practice.

5.

Quality Improvement—Leads and participates in quality improvement initiatives that focus on identified patient safety or quality of care deficits.

6.

Education—Creates an educational environment conducive to student learning, staff continuing education, and orientation of new staff members.

Accountable for annual competency evaluation of staff that ensures staff has the knowledge and skills to care for the specified patient population.

Other Information Other information: Education Requirements: ● Bachelor's degree in Nursing (BSN) from a state-accredited school of professional nursing.

Licensure/Certification Requirements: ● Licensed to practice as a Registered Nurse in the state of North Carolina.

● BLS required.

Professional Experience Requirements: ● Two (2) years of professional nursing experience in a tertiary care setting, and one (1) year of experience in the area assigned.

Knowledge/Skills/and Abilities Requirements: Job Details Legal Employer: STATE Entity: UNC Medical Center Organization Unit: UNCH Pain Management Center Work Type: Full Time Standard Hours Per Week: 40.00 Salary Range: $44.56
- $64.06 per hour (Hiring Range) Pay offers are determined by experience and internal equity Work Assignment Type: Onsite Work Schedule: Day Job Location of Job: US:NC:Chapel Hill Exempt From Overtime: Exempt: Yes This is a State position employed by UNC Health Care System with UNC Health benefits.

If, however, you are presently an employee of another North Carolina agency and currently participate in TSERS or the ORP, you will be eligible to continue participating in those plans at UNC Health.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities.

All interested applicants are invited to apply for career opportunities.

Please email if you need a reasonable accommodation to search and/or to apply for a career opportunity.

d24ad0b8-823f-4e68-a892-2986ccdf7392