Call Center Manager
2.
3 Quick Apply Full-time 11 hours ago Full Job Description SUMMARY The Call Center Manager will be responsible for leading their team in achieving organizational goals and providing exceptional customer service.
This job is a blend of analytics, personal management and oversight of day to day operations.
The job requires the ability to look at long-term organizational goals and identify potential improvements as they come.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following and other duties may be assigned:
Coordinate daily operations of the call center.
Manage all call center employees.
Review and approve time and attendance:
timecards, time off requests and publish monthly staff schedule.
Maintain appropriate staffing levels to include assigning appropriate operator skill levels for various queues.
Perform weekly and monthly review of individual phone stats with each employee and provide ongoing feedback on job performance.
Establish and maintain a high level of employee engagement and morale.
Work closely with preceptors, supervisor and training team to ensure that all team members are adequately trained.
Monitor phone queues and use best judgment to make decisions on queue/staff assignments and make adjustments when appropriate.
Demonstrate a thorough understanding of the phone system, queues, skill levels and reporting capabilities.
Analyze phone data reports on a daily, weekly and monthly basis.
Prepare reports to share with staff, practice managers and executive team.
Responsible for the efficiency of the call center measured by goals as outlined by the executive team.
Ability to identify and address opportunities for improvement with little direction.
Maneuver through EHR and phone system efficiently and with ease in order to troubleshoot minor issues.
Maintain a high degree of knowledge of the policies and procedures of the organization.
Collaborate independently with Practice Managers to develop and streamline logical and reasonable processes to accommodate the needs of the clinics and the call center.
Must be able to learn, apply, and teach a variety of rules, regulations, policies, and procedures applicable to the ever changing healthcare environment.
Ability to adapt, implement and maintain new workflows which may include:
quality initiatives, tools for improvement, new services.
Monitor patient experience scores and develop action plans for improving Assist with patient grievances, coordinating resolution and follow up with Practice Manager when appropriate.
Conduct mandatory staff meetings and participate in huddles Promote teamwork and empower your team and individuals to meet their potential Organize meetings and education activities for doctors and staff, as necessary Continuous focus and training on patient experience at real time, following standardized policies.
Foster and adhere to team-based approach in patient care Encourage and support staff with effective communication skills with vulnerable patient populations Financial circumstances Place of residence Health Age Personal characteristics Functional or developmental status Ability to communicate effectively Presence of chronic illness or disability Ensure general cleanliness and neatness of the department Responsible for maintaining OSHA logs and reporting workers compensation information to upper level management Maintain compliance with Title 22 and all other organizational/supplemental policies MONTAGE VALUES Employees of Montage Medical Group are expected to uphold the Montage Values and Service Standards.
Montage Medical Group employees find joy in caring for those we service, are dedicated to coordinating care across all settings, take ownership, collaborate to deliver the highest quality care and are entrusted to serve our community with respect.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
3 Quick Apply Full-time 11 hours ago Full Job Description SUMMARY The Call Center Manager will be responsible for leading their team in achieving organizational goals and providing exceptional customer service.
This job is a blend of analytics, personal management and oversight of day to day operations.
The job requires the ability to look at long-term organizational goals and identify potential improvements as they come.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following and other duties may be assigned:
Coordinate daily operations of the call center.
Manage all call center employees.
Review and approve time and attendance:
timecards, time off requests and publish monthly staff schedule.
Maintain appropriate staffing levels to include assigning appropriate operator skill levels for various queues.
Perform weekly and monthly review of individual phone stats with each employee and provide ongoing feedback on job performance.
Establish and maintain a high level of employee engagement and morale.
Work closely with preceptors, supervisor and training team to ensure that all team members are adequately trained.
Monitor phone queues and use best judgment to make decisions on queue/staff assignments and make adjustments when appropriate.
Demonstrate a thorough understanding of the phone system, queues, skill levels and reporting capabilities.
Analyze phone data reports on a daily, weekly and monthly basis.
Prepare reports to share with staff, practice managers and executive team.
Responsible for the efficiency of the call center measured by goals as outlined by the executive team.
Ability to identify and address opportunities for improvement with little direction.
Maneuver through EHR and phone system efficiently and with ease in order to troubleshoot minor issues.
Maintain a high degree of knowledge of the policies and procedures of the organization.
Collaborate independently with Practice Managers to develop and streamline logical and reasonable processes to accommodate the needs of the clinics and the call center.
Must be able to learn, apply, and teach a variety of rules, regulations, policies, and procedures applicable to the ever changing healthcare environment.
Ability to adapt, implement and maintain new workflows which may include:
quality initiatives, tools for improvement, new services.
Monitor patient experience scores and develop action plans for improving Assist with patient grievances, coordinating resolution and follow up with Practice Manager when appropriate.
Conduct mandatory staff meetings and participate in huddles Promote teamwork and empower your team and individuals to meet their potential Organize meetings and education activities for doctors and staff, as necessary Continuous focus and training on patient experience at real time, following standardized policies.
Foster and adhere to team-based approach in patient care Encourage and support staff with effective communication skills with vulnerable patient populations Financial circumstances Place of residence Health Age Personal characteristics Functional or developmental status Ability to communicate effectively Presence of chronic illness or disability Ensure general cleanliness and neatness of the department Responsible for maintaining OSHA logs and reporting workers compensation information to upper level management Maintain compliance with Title 22 and all other organizational/supplemental policies MONTAGE VALUES Employees of Montage Medical Group are expected to uphold the Montage Values and Service Standards.
Montage Medical Group employees find joy in caring for those we service, are dedicated to coordinating care across all settings, take ownership, collaborate to deliver the highest quality care and are entrusted to serve our community with respect.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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