Manager Call Center Operations

SUMMARY

The Manager Call Center Operations is responsible for the successful delivery of patient service in the call center. This position will define policies and procedures for call center operations, and coordinate the development of qualified staff to deliver a differentiated patient experience. The Manager Call Center Operations will ensure calls are handled promptly, comply with established customer service standards, and achieve specified call center goals and objectives. This position takes the lead on cross functional call center service delivery iniatives.

QUALIFICATIONS

• Bachelor's degree in business administration, management, and/or health administration is required.

• 3 to 5 years of experience in call center operations, preferably in a healthcare environment is required.

• 3 years of management (leadership) experience is required.

• 1 to 2 years of healthcare operations experience particularly related to ambulatory or clinic throughput and work flow.

• Patient Access knowledge is preferred.

• Understanding of call center infrastructure and technologies is preferred.

• Project management skills is preferred.

• Must have a proficient knowledge of how scheduling templates are used. EPIC knowledge a plus.

EOE- Females/Minorities/ Protected Veterans/ Individuals with Disabilities