Patient Support Center Manager

Position Summary

The Patient Support Center Manager is responsible for providing onsite oversight to Patient Support Center (PSC) staff, maintaining a high-performing and efficient scheduling team, and promoting a team environment that supports and facilitates the delivery of superior customer service to both internal and external clients. The PSC is the first point of contact for the majority of the Network’s potential new patients, this position is critical in setting the tone for the new patient experience. This role will report to the Director of Patient Experience.

What You’ll Do

• Assist Director in developing framework for QA initiatives including call flow development, calibration expectations, and identifying standards to create a Center of Excellence
• Facilitate ongoing development of supervisor team through call calibrations, coaching observations, and weekly check-ins
• Understand and monitor contact center performance metrics; create improvement plan/goals
• Develop operating procedures to help ensure efficiency and consistency for all contact center representatives
• Lead, coach, and develop the team to ensure that results align to high performance standards
• Prepare and maintain reporting and analytics, and report to leadership on ongoing performance and quality trends
• Serve as a liaison between departments for resolution of patient issues
• Identify and address staffing needs and hire accordingly
• Recommend, and subsequently lead the implementation of technology improvement initiatives impacting contact center (Salesforce implementation, call center software, etc)
• Develop survey framework for First Call Resolution/Rep Resolve
• Support Director in fostering a culture of excellence, growth, and accountability
• Other duties as assigned by the Patient Experience Director

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, tasks, duties, or responsibilities that are required of this position. Duties, responsibilities, tasks, and activities of this position are subject to change at any time with or without notice.

Required Knowledge, Skills and Abilities

• Strong knowledge of contact center operations (KPIs, QA programs, training, etc)
• Understanding of Workforce Management and how it relates to call queues and metrics, including service level, ACW, adherence, etc
• Strong understanding of customer surveys, including First Call Resolution and NPS
• Customer service skills, consistently exhibiting courteous, compassionate, and respectful communication with everyone at all times
• Logic, common sense, and the ability to guide the call and provide an exceptional experience for each customer caller
• Strong attention to detail in order to obtain information completely and correctly
• Strong computer skills and ability to use basic office equipment with a high degree of accuracy in typing and data entry
• Previous EMR experience, preferred
• Must consistently display a positive attitude and flexibility in changing situations
• Quick learner and willingness to take initiative with a self-starter attitude
• Demonstrate the ability to be a team player
• Participate in identifying problems and suggesting solutions
• Maintain strict confidentiality for all patient and clinic information, consistent with established security and confidentiality policies and HIPAA regulations, at all times

Education and Experience

• High school diploma and/or GED required
• 3 years call center management experience
• Detailed knowledge of contact center operations (KPIs, QA, training, etc)
• Understanding of Workforce Management and how it relates to call queues and metrics, including service level, ACW, adherence, etc
• Strong understanding of customer surveys, including First Call Resolution and NPS

Supervisory Responsibilities

Lead team of 30 agents and their Supervisors