Manager – Business Operations (PAC Manager)

Medical University of South Carolina•Lancaster, CA

8d•Onsite

About The Position

MUSC Community Physicians (MCP) is an entity within the Medical University of South Carolina that provides healthcare to patients within the rural health network throughout the state of South Carolina. The Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction. Entity MUSC Community Physicians (MCP) Worker Type Employee Worker Sub-Type Regular Cost Center CC003075 MCP - Lancaster PT Access Center Pay Rate Type Salary Pay Grade Health-31 Scheduled Weekly Hours 40 Work Shift Job Description •The Manager of Call Center Operations reports to the Executive Director, Enterprise Patient Access. Under limited supervision, the Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational call center activities including supervision of call center staff to promote accuracy and optimal customer service. This position ensures call center best practices are achieved in areas of key performance indicators, quality, customer satisfaction and staff engagement, with continuous focus on people, process and technology. •Directly manages call center staff to ensure proper process, quality, and performance adherence among call center groups •Recruit, orient and mentor team members to ensure quality performance. •Maintain and improve call center operations to ensure productivity, quality and high service standards. •Maintain relationship with patients and physician partners to facilitate open communication, understand perspectives and monitor levels of satisfaction. Work with Practice Managers and providers to build and maintain provider schedules. •Perform other duties as required.

Requirements

Bachelor's Degree or Equivalent
7 years progressive work experience
2 years management experience

Responsibilities

Directly manages call center staff to ensure proper process, quality, and performance adherence among call center groups
Recruit, orient and mentor team members to ensure quality performance.
Maintain and improve call center operations to ensure productivity, quality and high service standards.
Maintain relationship with patients and physician partners to facilitate open communication, understand perspectives and monitor levels of satisfaction.
Work with Practice Managers and providers to build and maintain provider schedules.
Perform other duties as required.