Call Center Manager Jobs

Overview Manages the day to day activities of the Physician Services Call Center department to ensure maximum productivity, effectiveness and customer service in carrying out the responsibilities of the department. Manages and maintains all applicable databases for effective call center processing. Manages and maintains department workflow by evaluating, monitoring and tracking calls, hardware, and processes. Communicates effectively and works cooperatively with others including physicians, management and staff. Provides direction and management to direct reports and all employees in department. Handles employee relations and staff development for direct reports. Develop goals and manages fiscal activities of the department. Resposibilities

• AA Degree
• Provides direction and management to direct reports and all employees in department. Handles employee relations and staff development for direct reports. Develop goals and manages fiscal activities of the department o Selects hires and trains staff according to PSV policies and procedures o Establishes, reviews, and revises performance standards for assigned staff, interacting appropriately to set goals, communicates expectations and provide feedback o Determines educational and training needs of staff based on annual assessment of individuals and follows up with an educational plan to meet needs o Provides staff counseling and initiates discipline process when necessary as evidenced by documentation o Coordinates and monitors the development of annual budgets if applicable Minimum Qualifications Required
• Manages and maintains all applicable databases for effective call center processing o Creates reports pertaining to physician and class data for management team o Provides and receives data files for integrating departmental information o Provides training to staff on procedural changes, data collection, and processes o Develops call center service for new programs to include; taking of inbound/outbound calls, reporting, correspondence and measuring customer satisfaction
• Manages the day to day activities of the Physician Services Call Center department to ensure maximum productivity, effectiveness and customer service in carrying out the responsibilities of the department o Monitors staff performance and provides feedback to staff o Supervises staff day to day and maintains policy & procedures manual for staff direction o Ensures staff offers excellent customer service and follows the standards of behavior o Ensures that registration and payment information is gathered accurately o Demonstrates commitment to continuous quality improvement in patient scheduling to ensure optimal results
• 5 or more years professional experience
• Leadership experience with ability to train and interact with all levels Preferred Qualifications
• Manages and maintains department workflow by evaluating, monitoring and tracking calls, hardware, and processes o Optimizes call center effectiveness by forecasting and planning staffing needs o Manages process for customer satisfaction tracking o Evaluates and maintains computer and telephone needs, recommends enhancements/upgrades when necessary, and ensures equipment is in optimal working condition.
• 2-5 years professional experience to include 1 year supervisor experience
• Excellent customer service and communication skills
• Communicates effectively and works cooperatively with others including physicians, management and staff. o Effectively communicates with Physician Services physicians, staff, referring physician offices, and other hospital departments and is open to feedback and suggestions in order to identify opportunities for improvement o Identifies and seeks out resources to increase knowledge and seek validation of department guidelines and procedures o Displays appropriate behavior when interacting with patients; strives to represent PSV in a positive manner

PI224625992