AMG Call Center Manager, Full Time, Days, AMG Prof Call Center Primary Care, Morristown, NJ

Atlantic Health System • Morristown, NJ

2d • Hybrid

About The Position

Provides high quality and efficient call center services to internal AHS departments and AMG physician practices. Ensures successful adherence to target service levels and excellent customer service objectives. Monitors operating metrics (customer satisfaction, service levels, and quality/productivity) and provides timely updates to Patient Access Director on efforts to improve or sustain performance. Manages day-to-day operations of department, including the performance of Supervisors. Oversees projects impacting team scope (vendor relationships, technical go-lives). Manages cross-departmental communication, including inquiries into team’s workflows and metrics.

Requirements

• Manages day-to-day call center operations, including call monitoring, activities of Supervisors and staff to ensure teams are performing at expected levels and KPI targets are met.
• Manages hybrid in/out-source model call center with ability to produce high quality outcomes with a consistent patient and provider experience.
• Supports the overall needs of the team and provides a cohesive and collaborative work environment.
• Oversees the management of position control (interviewing, hiring, firing), including logistics surrounding work schedules, space planning, and remote resources.
• Able to project and appropriately staff the department to effectively function to demand.
• Monitors staff performance, coaches, counsels and provides disciplinary action according to organizational policies.
• Ensures complete onboarding of all staff and enables continuous learning for all active team members.
• Collaborates with the Training Team in developing workflows, reviewing protocols and creating a scheduling quality audit criteria in effort to improve staff performance and metrics.
• Maintains extensive knowledge of all service lines, systems, and processes.
• Participates in operational meetings, internally with Supervisors and staff, or with leadership. Attends meetings prepared to provide detailed analysis or planning related to subject matter.
• Leads meetings with clients and prospective clients, ensuring positive and collaborative relationships with all clients. Represents department in external meetings as needed.
• Effectively and independently works on multiple projects, including the management of projects impacting the Call Center (vendor management, technical go-lives, process optimizations, etc.).
• Monitors vendor management operations to ensure departmental goals are being met.
• Reviews and understands all available reporting sources, using these reports to compile and present updates on daily, weekly, monthly, annual, or ad hoc metrics at weekly meetings, or in other forums as requested.
• Analyzes call center data to identify call center agents who are not performing calls within delineated metrics.
• Conducts routine quality audits to ensure appointments are being scheduled appropriately.
• Ensures adequate response is provided to all audiences (patient, provider, etc.) and appropriate appointment scheduling occurs. Resolves all escalations related to Call Center actions in a timely manner and tracks overall escalation volumes, root cause, and resolution.
• Seeks to proactively improve processes and overall efficiency.
• Provides cross coverage on an as needed basis for all managers and supervisors across department.

Responsibilities

• Manages day-to-day call center operations, including call monitoring, activities of Supervisors and staff to ensure teams are performing at expected levels and KPI targets are met.
• Manages hybrid in/out-source model call center with ability to produce high quality outcomes with a consistent patient and provider experience.
• Supports the overall needs of the team and provides a cohesive and collaborative work environment.
• Oversees the management of position control (interviewing, hiring, firing), including logistics surrounding work schedules, space planning, and remote resources.
• Able to project and appropriately staff the department to effectively function to demand.
• Monitors staff performance, coaches, counsels and provides disciplinary action according to organizational policies.
• Ensures complete onboarding of all staff and enables continuous learning for all active team members.
• Collaborates with the Training Team in developing workflows, reviewing protocols and creating a scheduling quality audit criteria in effort to improve staff performance and metrics.
• Maintains extensive knowledge of all service lines, systems, and processes.
• Participates in operational meetings, internally with Supervisors and staff, or with leadership. Attends meetings prepared to provide detailed analysis or planning related to subject matter.
• Leads meetings with clients and prospective clients, ensuring positive and collaborative relationships with all clients. Represents department in external meetings as needed.
• Effectively and independently works on multiple projects, including the management of projects impacting the Call Center (vendor management, technical go-lives, process optimizations, etc.).
• Monitors vendor management operations to ensure departmental goals are being met.
• Reviews and understands all available reporting sources, using these reports to compile and present updates on daily, weekly, monthly, annual, or ad hoc metrics at weekly meetings, or in other forums as requested.
• Analyzes call center data to identify call center agents who are not performing calls within delineated metrics.
• Conducts routine quality audits to ensure appointments are being scheduled appropriately.
• Ensures adequate response is provided to all audiences (patient, provider, etc.) and appropriate appointment scheduling occurs. Resolves all escalations related to Call Center actions in a timely manner and tracks overall escalation volumes, root cause, and resolution.
• Seeks to proactively improve processes and overall efficiency.
• Provides cross coverage on an as needed basis for all managers and supervisors across department.

Benefits

• Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members)
• Life & AD&D Insurance.
• Short-Term and Long-Term Disability (with options to supplement)
• 403(b) Retirement Plan: Employer match, additional non-elective contribution
• PTO & Paid Sick Leave
• Tuition Assistance, Advancement & Academic Advising
• Parental, Adoption, Surrogacy Leave
• Backup and On-Site Childcare
• Well-Being Rewards
• Employee Assistance Program (EAP)
• Fertility Benefits, Healthy Pregnancy Program
• Flexible Spending & Commuter Accounts
• Pet, Home & Auto, Identity Theft and Legal Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed