Contact Center Manager

Healthcare Industry
Manager for the Enterprise Contact Center
Temp to perm

A Brief Overview

Reporting to the Executive Director of the Enterprise Contact Center, the Contact Center Manager oversees the day-to-day operations of the non-patient scheduling teams of the Contact Center. The Contact Center Manager is responsible for provision of service, quality management, personnel management, staff performance, process improvement, fiscal management, and regulatory compliance. The Manager is expected to ensure that staff are trained, following departmental procedures and policies as well as adhering to the company & government guidelines. The Manager will be responsible for designing, implementing new processes and system improvements for the non-patient scheduling processes and transitioning decentralized staff to a centralized model.

What you will do

• Selects, hires and trains staff. Monitors the counseling of staff and initiates corrective action processes. Ensures that HR standards for corrective actions are met. Maintains necessary documentation. Maintains patient and employee confidentialities.
• Monitors the quality of staff interactions to ensure excellent customer service. Utilizes appropriate training resources to support and continually develop staff skills. Holds staff accountable for engaging customers in a courteous and helpful manner.
• Plans, organizes, directs, manages and evaluates the work of staff and functions in the non-patient scheduling teams in the ContactCenter. Oversees daily operations to ensure that systems and staff are utilized to meet the call center standards. Utilizes management reporting and related technology to continually monitor Center performance against expectations while proactively addressing deficits in performance.
• Actively survey new technologies and leverages technology to optimize operations.
• Conducts effective budget planning including cost and volume projections. Controls cost and manages revenue. Provides insightful variance analysis and effective corrective action as needed.
• Maintains cooperative and productive working relationships with medical, nursing, professional and clinic staff, regulatory agencies, customers and others. Consistently communicates with customers in order to identify customer requirements, meet business needs and ensure a high level of service.
• Plans, develops, implements and revises policies, procedures and standards in the Contact Center. Monitors and evaluates the efficiency and effectiveness of service delivery methods and standards in the Contact Center and implements initiatives to improve and enhance performance and services.
• Plans, directs, coordinates and improves operations resulting in efficient patient and workflow and effective resource utilization. Coordinates and integrates services within the practice area and with other practice areas and departments.

Education Qualifications

• Bachelor's degree in a work-related discipline/field from an accredited college or university

Experience Qualifications

• Five (5) years of progressively responsible and directly related work experience

Required Knowledge, Skills and Abilities

• Ability to coduct analysis and formulate conclusions
• Ability to communicate effectively, both orally and in writing
• Ability to develop business metrics, analyze data, and present findings
• Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation
• Ability to foster effective working relationships and build consensus
• Ability to mediate and resolve complex problems and issues
• Ability to plan, prioritize and meet deadlines
• Ability to provide leadership and influence others
• Ability to work effectively both as a team player and leader
• Ability to strategize, plan and implement change
• Knowledge of call center administration principles and practices
• Knowledge of computer systems and software used in functional area
• Knowledge of principles and practices of organization, administration, fiscal and personnel management

Physical Demands and Work Conditions

Blood Borne Pathogens

• Category II - Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned Category I tasks

Job Type: Temporary

Salary: $45.00 - $55.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work setting:

• Telehealth

Experience:

• Manager: 5 years (Required)
• Customer service: 4 years (Required)

Work Location: In person

Salary : $45 - $55