Call Center

3 weeks ago

Fort Myers, United States Millennium Physician Group Full time
Job DescriptionJob Description

Position Summary

We are seeking a highly focused, results-oriented individual to lead and develop our team of call center representatives. The purpose of the Patient Connection Call Center is to provide physician and patient support in a call center setting by responding to requests for patient scheduling, pre-registration, and nurse triage. The Supervisor is responsible for daily operations, staffing, expedient service delivery and consistent provision of superior patient experience for all callers. S/he fosters a positive work environment and sets standards for customer service, interpersonal communication and listening skills. S/he maintains and monitors all statistics and identifies opportunities for training improvements, process improvements and problem resolution. S/he provides continuous improvement and seamless support in this fast-paced, high call volume setting.

The candidate must have a proven history of call center experience at the supervisory or manager level, preferably in a medical/physician group setting. The Supervisor must be highly self-motivated, passionate about customer service, committed to exceptional service delivery and want to be part of an organization committed to continual process improvement.

The successful candidate in this position will be a "working supervisor" who can take a solution from an idea through a design, to implementation. The candidate must be comfortable working in a physician-oriented, solution-focused culture. The candidate must also possess strong coaching capabilities as this position will lead a small team of performance coaches.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Recruit and hire for all Patient Connection Center staff, in conjunction with human resources, to meet patient demands and peak seasonal volume.
  • Manage and direct the daily activities of a physician based, patient focused call center.
  • Create and implement goals, action plans, and incentives to drive desired production results.
  • Carry out supervisory activities through call monitoring, coaching, training, feedback and disciplining.
  • Work in conjunction with the training department to provide initial and ongoing training for all staff.
  • Implement continuous staff development programs that enhance employee engagement, recognition, service knowledge, skills and morale.
  • Lead team meetings, educate and coach associates regarding processes, practices and expectations.
  • Demonstrates bold, energetic behavior...is a business "cheerleader".
  • Mines and analyses data.
  • Creates various performance reporting.
  • Assist other management team members in identifying trends and establishing call center goals.
  • Define, create or revise and deliver data analytics that will provide analyses of: Patient Care Connection Center utilization, call efficiency and adherence to protocols, staff productivity and performance, and customer satisfaction (internal and external customers)
  • Create and implement quality monitoring for all agents that reviews recorded calls on a routine basis. The process will tie in the monthly scorecard to each Agent's annual review and ongoing assessments, evaluations and competencies in areas related to soft skills, scheduling and registration process knowledge.
  • Collaborate with Information Technology to monitor and troubleshoot the Patient Connection Center's telecommunications systems.
  • Act as a liaison, along with the Patient Care Director, with all levels of administration, physicians and other affiliates to improve or expand services and to facilitate the resolution of problems. Resolve complaints that have been escalated in a timely manner.
  • Responsible for establishing positive relationships with patients, Millennium physicians, practices, referring physicians and all other staff.
  • Stay abreast of industry standards, monitor and review best practices and make changes as necessary.
  • Represent the organization professionally and positively at various community, networking and/or professional meetings.

Skills:

  • Ability to promote quality performance, growth, and development of call center associates
  • Ability to plan well and prioritize work
  • Skill in analyzing information, problems, practices and procedures to recognize alternatives and provide solutions
  • Maintain calmness and composure under pressure and difficult situations
  • Good decision-making and communication skills (both written and verbal)
  • Demonstrated ability to work as part of a team while functioning independently and showing initiative in identifying and solving problems as they occur
  • Professional phone etiquette and strong customer service skills are a must

Experience/Abilities:

  • At least 2-3 years supervisory experience, specifically in a call center or customer service function where contact with the public was part of daily duties (preferably in a medical field).
  • Previous experience in performance management, handling disciplinary/personnel issues
  • Demonstrated ability to guide, motivate and engage a team with a positive can-do attitude
  • Excellent interpersonal skills with focus on ability to be creative (think outside of the box), solution centric and work with a sense of urgency and efficiency
  • Ability to effectively write and administer monthly and yearly performance reviews
  • Multi-tasking capabilities
  • Knowledgeable with Word, Excel
  • Bilingual in Spanish/English (Preferred)

Supervisory Responsibilities

Directly supervises assigned employees in the Patient Connection Center. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

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.

Education and/or Experience

Bachelor's degree in Management or related field.

Minimum of 2-3 years of experience in a supervisory level position leading a contact center supporting multiple stakeholders, preferable physicians, staff and patients.

Knowledge of call center management operations in a healthcare environment (scheduling, registration, nurse triage, etc.).

Strong organizational and leadership skills.

Excellent customer service skills, excellent verbal and written communication skills.



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