Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
POSITION SUMMARY:
Schedules appointments efficiency and optimal customer service in a fast-paced and challenging environment. Schedules testing with physicians, physician office personnel and hospital departments using detailed knowledge of all testing sequences. Participates in continuous quality improvement activities and educational experiences in support of departmental philosophy and objectives, as well as Health System Incentives.
EDUCATION/TRAINING:
Associates Degree preferred with an emphasis on healthcare. At least 2 years of Customer Service experience required, preferably in a healthcare setting or with medical claims insurance. Knowledge of medical terminology and anatomy/physiology preferred.
EXPERIENCE/SKILLS/ABILITIES:
Must be detail oriented and well organized. Requires ability to multitask in a high call volume, very technical and diverse environment. Position requires strong analytical and critical thinking skills. Effective communication & listening skills required. Excellent interpersonal and customer service skills with ability to interact with all levels of staff, patients, and diverse population required. Knowledge of medical terminology, basic anatomy preferred. Ability to type 30 wpm required. Previous computer experience required.
Successful completion of annual job specific competencies and skill verification tools required.
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