Call Center Manager

DESCRIPTION

JOB DESCRIPTION

JOB TITLE: Call Center Manager

Department: All Regions

Reports to: Patient Access Director

FLSA Status:

Date Prepared: 10.14.24

SUMMARY

This position is responsible for assuring that all schedulers and operators provide timely and courteous service to incoming callers. This leader will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge. They are directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven healthcare call center management experience along with tactical planning and workforce implementation of new processes is a must for this position. This leader functions as a member of the collaborative operations team, interacting with directors, managers, and other supervisors. Their analytical skills will aid them in making projections for the timely management of staff and call volume.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

Provide daily leadership to ensure productivity and quality service goals are met.

Supervise staff of 20-25 Service Associates and other staff as assigned.

Aids in projecting call volume to assure appropriate staffing levels.

Calculate daily, weekly and monthly reporting structure to assure goals are met and action plans formulated.

Coach and mentor employees based on feedback received through the call monitoring process.

Demonstrates highly effective spoken communications skills by delivering monthly one-on-ones in a manner that builds confidence and demonstrates competence.

Assist in providing ongoing training and retraining of the staff through topic specific in-services.

Respond to questions and concerns respective to both internal and external customers with demonstrated ability to manage irate and difficult calls.

As directed, conduct quality call monitoring reviews and provide timely feedback.

Monitor and run Symposium reports for real-time and daily review and provide written analysis of trends.

Work with department supervisors in recruitment, hiring, training, monitoring, coaching, counseling, disciplining and evaluation of staff.

Use systems data to monitor performance; schedule staff to meet call volume; motivate staff to meet, sustain, and surpass performance goals; act as a resource to team members, assisting team members during peak periods; monitor quality of service and track service issues.

Establish effective and trusting relationships with medical office facility leaders.

Take calls as needed.

QUALIFICATIONS

Basic Qualifications:

Experience

Minimum three (3) years of management experience in a patient access, high call volume healthcare environment.

Experience designing, running and analyzing data from multiple sources (e.g., phone system, PM/EMR, data warehouse, etc.)

Education

Bachelors degree or minimum five (5) years of experience in a leadership position in patient access call center communities.

High School Diploma or General Education Development (GED) required.

Additional Requirements:

Demonstrated effective interpersonal, written and oral communication skills.

Effective presentation skills.

Robust knowledge of healthcare operations and applicable medical terminology.

Platform teaching skills.

Strong customer service orientation.

Ability to perform multiple duties in a heavy workload environment.

Familiarity with use and interpretation of quantitative statistical reports and analysis.

PHYSICAL DEMANDS

While performing the duties of this job, employee is regularly required to sit for long periods of time, stand, walk, reach with hands and arms, and to talk and hear. Employee may be occasionally required to climb or balance, stoop, kneel, or crouch. Employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, employee may be exposed to risk of infectious diseases when interacting with patients and/or family members. Work is performed in an office environment. Involves frequent telephone contact with patients. Work may be stressful at times. Interaction with others is constant and interruptive.

REQUIREMENTS

Company: United Musculoskeletal Partners

Address: 660 Golden Ridge Rd, Golden, CO, 80401