Call Center Manager - Outpatient Pharmacy

The University of Kansas Health System•Southlake, TX

2d•Onsite

About The Position

The Outpatient Pharmacy Call Center Manager oversees the operations and provides leadership to a team of call center representatives that support the Outpatient Pharmacy Call Center at The University of Kansas Health System. The manager is responsible for daily operations, call center performance, and support of frontline staff. Responsibilities will include leading regular check-ins with staff, completing performance reviews, interviewing and hiring, as well as other HR-related tasks. They will support scheduling, shift assignments, timecards, and the evaluation and adjustment of staffing coverage. In this role the supervisor will lead daily huddles, investigate and escalate safety concerns, and identify and escalate workflow issues. The manager will develop and improve operations to ensure the call center achieve above average service levels. The manager is responsible for determining targets for and monitoring both team and individual performance and productivity to achieve established goals.

Requirements

Bachelors Degree OR 5 years call center leadership experience may be substituted for Bachelor's Degree.
High School Graduate
3 or more years of experience in a call center environment, preferably in healthcare
3 or more years of supervisory experience
2 or more years of experience leading or supporting call center operations
Excellent typing, grammar and spelling skills.
Ability to coordinate activities or tasks of people and groups.
Strong computer skills.
Excellent customer service skills.
Skilled in effective communications, customer service, problem solving, and managing multiple priorities.
Ability to demonstrate supervisory knowledge base skills.

Responsibilities

Responsible for providing daily supervision of call center employees and call center operations using techniques that reflect good leadership skills and encourage employees to be customer service focused.
Ensure call center employees follow proper policies and procedures including collecting all pertinent data necessary when interacting with patients.
Meets regularly with call center leaders. Provides relevant updates including staff and overall call center performance issues and escalates operational issues and recommends solutions.
Collaborates and supports onboarding, training, and customer service initiatives for the call center.
Meets with direct reports and leadership team at a regular cadence.
Oversees employee development, check-ins and performance reviews for call center staff.
Responsible for screening, interviewing and hiring new team members in collaboration with the call center leadership team.
Responsible for PTO request process, overtime requirements, schedule development, attendance and timeliness tracking, and payroll for the call center.
Works with HR to determine appropriate developmental counseling steps as needed.
Develops workload and quality metric benchmarks and goals and supports ongoing monitoring.
Regularly meets with call center staff to share results, outline expectations, and discuss and develop and document improvement plans f as needed.
Monitors volumes and adjusts staffing to support workload and department needs.
Communicates recommended adjustments and staffing needs to ambulatory pharmacy leadership team, to ensure service metrics are reached.
Responsible for developing and improving call center operations to achieve above average service levels for abandonment rate, hold time, speed to answer, and customer service.
Assists with call center reporting needs as directed by call center leadership.
Supports Daily Huddle and manages daily staff assignments.
Assists with developing strategy for and execution of auditing, monitoring, and quality assurance initiatives for the call center.
Supports management with projects and process improvements.
Assist with front line operations when required.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.