Contact Center Quality Analyst jobs in Memphis, TN

Description

Semmes Murphey Clinic's mission is to deliver the best care for people suffering from neurological illnesses while advancing the field of neuroscience.

The Contact Center Operations Manager will manage the patient intake process for scheduling appointments directly with patients and referring providers by directing a team of Operators, Schedulers and Referral Coordinators. 

Our employees are our best asset, and that is why we offer an excellent benefit package for full-time employees. We want you to have the resources you need to take care of your family, grow your career, and invest in your future. We offer Medical, Dental and Vision options through BCBS of TN, a Health Savings Plan (HSA) with a dollar-for-dollar company match, company paid life and disability insurance, and a 401K with a 3% match and 10% profit sharing contribution. Not to mention Paid Time Off (PTO) accrues based on hours worked per week and holidays are paid in addition to PTO.

Essential Duties & Responsibilities:

• Responsible for the overall direction, coordination and performance of operators, appointment scheduling and referral coordinating staff; maintain appropriate staffing levels and cross-training to adequately cover clinic needs 
• Determine Contact Center operational strategies by evaluating team results and objectives leading to appointments being appropriately scheduled within the determined turn-around time
• Establish goals and analyze data for Contact Center productivity based on current evidence-based standards including, but is not limited to,  operator hold times and abandonment rate, and turn-around time between initial patient/referral contact and appointment being scheduled
• Maintain a productive team by recruiting, selecting, orienting, training, coaching, counseling, and assessing performance of Contact Center employees 
• Maintain and improve Contact Center operations by monitoring system performance and identifying and resolving problems across the teams
• Set accurate performance expectations and ensure consistency in performance through quality control checks to ensure calls are following the established protocols and coaching staff on call handling techniques
• Provide training to ensure staff are well versed in how to use customer relationship strategies with all customers, including clinical staff
• Establish and maintain strong relationships with physicians as well as management to identify their needs and seek full range of business solutions; make routine visits to SMC providers and clinical staff members; collaborate with physician liaison to assist with developing relationships within the community

Requirements

Minimum Requirements: 

• High school diploma or equivalent
• Five (5) years' experience in Call/Contact Center management or in the healthcare industry

Preferred:

• Bachelor's Degree in Healthcare Management/Administration, Business Management/Administration or related field of study
• Experience working in a clinical setting
• Demonstrated success as a Call/Contact Center manager and knowledge in leadership skills

Equal Opportunity Employer/Veterans/Disabled

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