Call Center Manager

3 weeks ago

Saint Paul, United States Minnesota Women's Care Full time
Job DescriptionJob DescriptionDescription:

Call Center Manager Job Description



Summary

The Call Center Manager plays a pivotal role in supervising the patient care and appointment scheduling activities of a healthcare facility. They are responsible for managing the call center staff to ensure that every patient who contacts MNWC receives excellent care.


Essential Functions and Qualifications


* Associate degree (A.A.), three to five years related experience, or equivalent combination of education and experience.

* Excellent verbal and written communication skills.

* Strong interpersonal skills.

* Ability to understand and follow written and verbal instructions.

* Commitment to excellence and high standards.

* Strong organizational skills; able to manage priorities and workflow.

* Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

* Ability to effectively communicate with people at all levels and from various backgrounds.

* Work is performed in a medical office setting using standard medical equipment. The risk of exposure to blood and bodily fluids is present.


Call Center Manager Responsibilities


* All duties of Patient Registration/Scheduling specialist, including answering, directing, and taking messages from patients and other callers.

* Schedules patient appointments appropriately.

* Clears messages and delivers messages to the appropriate department.

* Inputs patient information and demographics into EHR.

* Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.

* Assist in the formulation of targets for individuals and teams.

* Keeps employees engaged with incentives and goal setting.

* Training and onboarding new call center team members

* Answer questions from staff and provide guidance and feedback.

* Work in conjunction with Leadership on employee reviews

* Regularly listens to recorded calls to partner with the team for training & quality purposes.

* Anticipate escalation and take over calls when needed.

* Devise ways to optimize procedures and keep staff motivated.

* Measure performance with key metrics such as call abandonment, calls waiting, bounced calls, hold times, etc.

* Ensure adherence to policies for attendance, established procedures, etc.

* Keep management informed on issues and problems.

* Prepare monthly/annual results and daily/weekly performance reports.


Teamwork and Development


* Demonstrates the ability to be proactive, supportive, and collaborative.

* Share knowledge, promote positivity, and take personal responsibility for your professional development.

* Demonstrates the ability to seek and value open, honest communication and constructive feedback in a timely manner.

* Provide outstanding communication, documentation, education, and care to all patients.

* Demonstrate a natural ability to actively listen, lead with curiosity, and assume the best intentions of others.

* Demonstrate the ability to prioritize and respond quickly to changing & fast-paced environments.


Leadership Proficiencies


* Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.


* Interpersonal Skills: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.


* Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.


* Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.


* Visionary Leadership: Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.


* Quality Management: Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.


* Professionalism: Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Requirements:


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