Call Center Manager

OverviewManages 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• 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 departmento Monitors staff performance and provides feedback to staffo Supervises staff day to day and maintains policy & procedures manual for staff directiono Ensures staff offers excellent customer service and follows the standards of behavioro Ensures that registration and payment information is gathered accuratelyo Demonstrates commitment to continuous quality improvement in patient scheduling to ensure optimal results • Manages and maintains all applicable databases for effective Call Center processingo Creates reports pertaining to physician and class data for management teamo Provides and receives data files for integrating departmental informationo Provides training to staff on procedural changes, data collection, and processeso Develops Call Center service for new programs to include; taking of inbound/outbound calls, reporting, correspondence and measuring customer satisfaction • Manages and maintains department workflow by evaluating, monitoring and tracking calls, hardware, and processeso Optimizes Call Center effectiveness by forecasting and planning staffing needso Manages process for customer satisfaction trackingo Evaluates and maintains computer and telephone needs, recommends enhancements/upgrades when necessary, and ensures equipment is in optimal working condition. • 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 improvemento Identifies and seeks out resources to increase knowledge and seek validation of department guidelines and procedureso Displays appropriate behavior when interacting with patients; strives to represent PSV in a positive manner • 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 departmento Selects hires and trains staff according to PSV policies and procedureso Establishes, reviews, and revises performance standards for assigned staff, interacting appropriately to set goals, communicates expectations and provide feedbacko Determines educational and training needs of staff based on annual assessment of individuals and follows up with an educational plan to meet needso Provides staff counseling and initiates discipline process when necessary as evidenced by documentationo Coordinates and monitors the development of annual budgets if applicable
Minimum Qualifications Required• 2-5 years professional experience to include 1 year supervisor experience• Excellent customer service and communication skills• Leadership experience with ability to train and interact with all levels Preferred Qualifications• 5 or more years professional experience• AA Degree

PI219190146