Call Center Manager - Medical

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Call Center Manager

JOB SUMMARY

The Call Center Manager is responsible for managing team members who provide customer service directly to patients, referral sources and other inbound callers through the customer call centers. This individual will be responsible to participate in the strategic planning and implementation of customer service processes with a strong sales mentality as well as management of the team leaders through training and monitoring of productivity.

JOB DESCRIPTION

• Conduct management functions through regular, face-to-face interactions with team members, including but not limited to: daily assignment of job tasks, daily performance coaching, auditing customer service interactions and providing immediate feedback, and disciplinary action as appropriate
• Assist in steps such as plan, develop, organize, implement, direct and evaluate the organization's customer service function and performance as it relates to patient experience
• In-person interaction with outside colleagues, clients, or customers as needed to update on productivity as well as address any areas of concerns
• Participate in the development of the processes and programs to ensure customers’ needs are met in an effective and efficient manner, primarily through coordination of work with supervisor and direct reports
• Evaluate and advise on the productivity of responsible departments to leadership in-person, weekly
• Work with supervisor to develop staffing strategies and implementation plans to ensure company is appropriately staffed with qualified team members to perform needed duties of customers
• Continually assess the competitiveness of the market and design processes to keep the company aligned with current market trends as it relates to patient experience
• Establish credibility with team members through regular face-to-face interactions in order to be an effective listener and problem solver of department issues
• Evaluation of the patient experience department structure and team planning for continual improvement of the efficiency and effectiveness of the group
• Providing individuals with professional and personal growth with emphasis on available promotional opportunities (where possible)

JOB REQUIREMENTS

• College degree preferred
• 5 years previous call center or customer service leadership
• 5 years of sales experience, medical sales preferred
• This is a highly interactive role. Regular and predictable physical presence at the office is required.

KNOWLEDGE, SKILLS AND ABILITIES

• Healthcare Experience Preferred
• Strong customer service skills with a preference of sales background
• Works effectively in the face of ambiguity, shifting priorities and rapid change; maintains a positive outlook in difficult situations

HOURS AND WORKING CONDITIONS

Our corporate offices are located in Tampa, FL; business hours are 8:00 AM to 5:00 PM EST, Monday through Friday. Work hours may be subject to change. Requires sitting and standing associated with normal office environment.

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