Manager of Call Center Operations

POSITION SUMMARY:

Under the supervision of the Director of Call Center Operations the Manager of Call Center Operations plans, supervises, coordinates and directs the day to day operations of the Call Center. The Call Center Manager is responsible for ensuring the delivery of outstanding customer service, resolving issues, providing accurate information to both patients and internal customers and creating a world class patient experience. The Manger is responsible for participating in the recommendation, development and implementation of short and long term quality service strategies that improve patient satisfaction and experience. The Manager is responsible for proactively identifying and resolving service barriers and working with partnering departments as needed to do so. Additionally, the Manager is responsible for collecting and analyzing the necessary data to ensure customer service and productivity standards are achieved.

Position: Manager of Call Center Operations

Department: Ambulatory Call Center

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Service Quality

• Implements department policies, procedures and standards and manages day-to-day Ambulatory Practice Call Center operations to achieve productivity targets, quality standards and operational goals to ensure the call center is delivering a world class patient experience.
• Ensures that call center staff recognize that customers are both internal (employees, physicians, other departments) and external (patients, families, insurers) and demonstrates skills appropriate to good service (reliability, empathy, courtesy, etc.). Ensures that staff responds promptly and appropriately to customer needs. Ensure that staff effectively communicates with customers to address needs and problems.
• Manages performance at the department and individual levels to ensure that Call Center goals are met.
• Monitors performance in real-time to ensure that staff are adhering to schedules and to ensure that our team reacts quickly to volume spikes and trends.
• Quickly identifies performance trends and develops strategies to address them; acting independently or with the leadership team as appropriate.
• Participates in the training and onboarding of new staff as well as in the training of additional skill sets for seasoned staff. Identifies representatives in need of refresher trainings and acts quickly to ensure they receive needed support.
• Analyzes department data and recommends and develops strategies to improve operations and enhance service delivery; implements changes in conjunction with and advice from the management team. Acts as the liaison with Practices supported by the call center to resolve problems that interfere with the efficient handling of patient inquires.
• Reviews , daily, weekly and monthly individual and department reports regarding numbers and efficiency of calls handled by call center staff, including their productivity and availability to handle patient contacts (phone, email, chat, other) Develops and implements strategies to improve overall call quality and performance..
• Monitors staff to ensure compliance with established workflows and maintains confidentiality for all patient interactions.
• Works with the Call Center and Practice management teams to develop and implement plans that will support and promote positive patient experience and satisfaction of the practices. Meets regularly with the appropriate clinical leaders in each practice.
• Develops call performance standards in conjunction with the management team and industry standards. Regularly monitors call center staff against service level standards and prepares and implements steps to bring the call center staff into conformance with those standards. Develops management reports to measure staff productivity, determines quality measures and otherwise evaluates the effectiveness of the overall call center operation. Develops and implements cost-effective operational adjustments as appropriate to enhance department efficiency.
• Attends management meetings, and participates in other hospital committees as required. Complies with BMC managerial expectations, such as regular attendance at managers' meetings, safety training, annual diversity training, etc.
• Participates in monthly meetings with all call center personnel, in consultation with the management team. Prepares follow-up work plans to items discussed at these meetings, and monitors completion of identified projects and tasks.
• Works closely with staff to ensure they are engaged and motivated at all times.
• Communicates BMC and/or practice priorities and essential information to staff on a regular basis.
• Is knowledgeable of all ambulatory practice guidelines and all software and technology used to support the Call center and
• Creates and maintains Practice Guidelines for each practice supported by the call center.
• Performs other tasks as needed as a member of the Ambulatory Practice Call Center management team

• With department management, develops plans to ensure that the call center is positioned for additional growth and ensures that staff is prepared to handle additional services.

• Participates in practices' and hospital-wide quality assurance activities. Leads efforts in continuous quality improvement by involvement in teams as appropriate and by supporting changes recommended through the continuous improvement process. Participates in establishing and implementing quality assurance standards.
• Implements call center quality program using recording system to listen to, score and provide feedback to call center staff on methods to improve the quality of their response and achieve a high quality of service to patients.
• Uses all available tools and metrics to develop targeted coaching plans tailored to the needs of the individual in an effort to help staff develop and achieve department goals.
• Ensures compliance with standards and regulations from federal, state and local governments, as well as other regulatory bodies such as The Joint Commission. Ensures that all staff attends mandatory BMC training sessions, receive annual TB testing, etc.

• Utilizes hospital's behavioral standards as the basis for decision making and to facilitate the department and the hospital's mission.
• Follows established hospital infection control and safety procedures.
• Performs other duties as needed.
• Adheres to all of BMC's RESPECT and AIDET behavioral standards.

JOB REQUIREMENTS

EDUCATION:

Bachelor's degree or an equivalent combination of education, training and experience is required

EXPERIENCE:

• Three or more years call center experience required
• Three or more years healthcare experience preferred
• Two or more years call center supervisory experience preferred

KNOWLEDGE AND SKILLS:

• Ability to work collaboratively with call center and practice management teams and be able to adequately represent needs of call center staff so they can provide a consistent level of service to patients
• Comprehensive knowledge of call center and human resources policies and procedures.
• Outstanding interpersonal relationship building skills; ability to mentor, guide and motivate direct reports through demonstration of best practices and leading by example.
• Able to prioritize and manage multiple projects simultaneously and produce expected results.
• Highly developed skills using personal computer tools including computerized healthcare information system, word processing, spreadsheets and presentation applications.
• Understands cause and effect and possesses strong problem solving skills
• Excellent oral and written communication skills.
• Demonstrated critical thinking, analytical and problem-solving skills.

Equal Opportunity Employer/Disabled/Veterans

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