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Allina Health Systems - Coon Rapids, MN

posted 28 days ago

Full-time - Mid Level
Coon Rapids, MN
Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career. The position is full-time with flexibility in work location, including on-site work at the Allina Commons site. It involves variable start times, on-call and weekend rotations, and a holiday rotation.

Responsibilities

  • Leads the daily operations for the Contact Center, including call monitoring, training, hiring, performance management and quality assurance.
  • Provides exceptional customer service and resolves complex escalations from all consumers.
  • Monitors call center performance using identified tools.
  • Identifies and documents key performance criteria using business requirements documentation and project plans.
  • Facilitates knowledge gathering for development of training material, quality measurements, and specialized reporting requirements.
  • Recommends agent skill level, training requirements and other specialized needs.
  • Estimates volume and work activities that drive cost and staffing requirements.
  • Monitors queues.
  • Participates in internal and external team projects, committees and work groups.
  • Completes special projects as assigned.
  • Reviews service observations for agents that are calibrated and audited for performance.
  • Coordinates with other supervisors to provide direction and client perspective.
  • Reinforces use of all reference tools, SOPs, trained workflows, compliance and self-service tools.
  • Provides call coaching, development and performance.
  • Leads daily huddles.
  • Hires and onboards new employees.
  • Trains, orients and maintains competencies for employees.
  • Maintains scheduling, time off approval and timecard sign-off.
  • Conducts performance management of employees, including performance reviews.
  • Reinforces quality criteria that is measured for each program/service line.
  • Queries systems for contact history, call recordings, work flow, etc.
  • Reviews performance on call metrics and contact handling to ensure compliance.
  • Identifies problem areas and recommends solutions.
  • Resolves escalated issues in a timely manner.
  • Performs other duties as assigned.

Requirements

  • Associate's or Vocational degree and 2 years of related experience or
  • 4 years of related experience and must commit to enroll in an Associate's program within 6 months of hire and obtain an Associate's degree within 4 years of hire.

Nice-to-haves

  • Bachelor's degree in business, marketing, finance, communications or related field.
  • 2 years of leadership experience.

Benefits

  • Medical/Dental
  • PTO/Time Away
  • Retirement Savings Plans
  • Life Insurance
  • Short-term/Long-term Disability
  • Paid Caregiver Leave
  • Voluntary Benefits (vision, legal, critical illness)
  • Tuition Reimbursement or Continuing Medical Education as applicable
  • Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program
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