Call Center Manager

North Brevard Medical Support•Titusville, FL

2d•Onsite

About The Position

The Call Center Manager leads the front line of access to care within Parrish Medical Group, elevates service standards, and ensures every patient interaction reflects our mission to provide Healing Experiences for Everyone all the Time®. The manager is responsible for setting performance targets; implementing strategies to improve call center metrics; addressing patient experience issues; analyzing call center data; and continuously optimizing processes for enhanced patient experiences. The Call Center Manager plays a pivotal role in maintaining high-quality service standards; effective onboarding, training and performance management of assigned Care Partners; active and effective participation in ensuring goals for assigned functional area are met or exceeded. The Manager assumes 24-hour responsibility and accountability for assigned functional area.

Requirements

Associate’s degree required.
3 to 5 years’ relevant experience with prior management experience preferred in a contact center setting.
Knowledge of call center hardware, workflow and software systems a plus.
Call Center Management Certification required upon hire or within one year of employment.
Lean Six Sigma Green Belt Certification required upon hire or within year two of employment.

Nice To Haves

Bachelor’s Degree preferred.
prior management experience preferred in a contact center setting.
Knowledge of call center hardware, workflow and software systems a plus.

Responsibilities

Manages daily operations within assigned functional areas to include staffing coverage, escalations, queue management, and service levels to ensure timely, professional patient access to care.
Leads and develops team, monitoring key performance indicators and reporting measures along with implementing workforce management strategies for accurate forecasting, scheduling and capacity planning.
Assures the achievement of call center metrics/targets and takes immediate and effective steps to assure national best-practice benchmarks are achieved or sustained.
Manages assigned functional area’s systems, processes, policies and procedures that result in assigned areas of responsibility and Care Partners always providing service excellence as measured by national best-practice benchmarks.
Support in resolving escalated concerns and complex service recovery situations.
Leads continuous improvement projects to enhance customer service experience and operational efficiency by establishing and monitoring critical KPIs including service levels, average handle time, first call resolution, abandonment rates, and customer satisfaction scores.
Drives performance through data by monitoring key metrics, auditing call quality, implementing workflow improvements, and leading operational strategy and capacity planning analyzing call center metrics and prepares detailed performance reports for senior leadership.
Collaborates with IT and vendors to implement new technologies, systems, communication channels to include resolving computer or software issues with proper escalation processes implemented.
Responsible for the adherence to all Parrish Healthcare policies and procedures as well as regulations and codes established by federal, state, and local governments affecting professional practice and industry regulations.
Manages necessary certification, accreditation, and audit procedures; and ensures that reports required by management and/or regulatory agencies are prepared and submitted within established timeframes.
Serves as the ADA Coordinator for assigned areas know where the appropriate auxiliary aids are stored and how to operate them.
Responsible for ensuring the maintenance, repair, replacement and distribution of such aids.
Additionally, the ADA Coordinator is responsible for working with the Human Resources and People Development Departments to ensure that all Care Partners within assigned functional areas are trained on the auxiliary aids and services described in the Communications with Sensory Impaired or Language Barrier Patients policy.
Manages systems, processes, policies and procedures that result in an inclusive, collaborative, healing work environment within which national best/leading-practice standards for employee engagement are achieved as measured by effective performance management, problem-solving and conflict resolution, training and onboarding new Care Partners, mentoring aspiring Care Partners; and inspiring Care Partner commitment to our mission, vision, values and safe care pledge.
Conducts regular performance reviews, coaching sessions and training development programs and sessions as needed.
Partners with HR on recruitment, retention strategies and employee engagement initiatives.
Maintains skills and knowledge within professional practice of self and assures same among all Care Partners within assigned functional areas; able to step in and serve as back up to assigned Care Partners to cover staffing needs as necessary.
Manages systems, processes, policies and procedures that result in effective planning and administration of annual budget(s); productive, cost efficient and effective operations within assigned functional area; and effective corrective actions for any operating expenses that deviate from budget.
Performs other duties as assigned.
Knows fire, disaster and safety procedures and regulations as pertains to the work area.