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PPMM is Hiring a Director, Response Center Near Fresno, CA
Director, Response Center
Full-time (Hybrid)
Family First, Fresno, CA
ESSENTIAL DUTIES
- Oversee day-to-day operations of the Response Center.
- Lead by example, setting the standard for customer service with patients and internal customers.
- Establish, communicate, and hold Response Center teams accountable for team, individual, and leadership performance goals.
- Leverage technology to build and maintain clear and accurate performance monitoring data reports (e.x. CX1, NICE Contact Center, Excel).
- Monitor utilization of online appointment scheduling data to identify trends, identify opportunities for optimization, and collaborate with operational and electronic health records teams to implement changes.
- Oversee Response Center Quality Monitoring program.
- Manage configuration of the Response Center call queue in accordance with IT department best practices.
- Review and maintain departmental training curriculum and oversee new-hire training.
- Handle patient and internal customer complaints and escalations.
- Maintain and revise agent scripting and workflow, as needed, to meet the needs of patients and internal departments.
- Lead the recruiting, interviewing, hiring, training, coaching, evaluating, and termination of Response Center staff per PPMM guidelines.
- Provide direct oversight of Response Center Supervisors.
- Creation and maintenance of Response Center policies and operating procedures.
- Schedule and run regular Response Center Team meetings.
- Oversee data-driven staff scheduling of Response Center.
- Maintain thorough knowledge and understanding of the organizational structure, policies and procedures of PPMM to answer patient and internal customer questions and direct calls correctly and appropriately.
- Responsible for ensuring the Response Center operates in compliance with all established protocols, procedures and standard practices in the areas of customer service, quality assurance and regulatory compliance.
- Participate in PPMM committees and workgroups on an ad hoc basis.
QUALIFICATIONS
Ability to perform the duties described above. A typical means of acquiring those abilities would be:
- B.A. or B.S. degree in health field or management, preferred.
- Three years of health care call center supervisory experience.
- Experiencing managing departments of 40-60 people.
- Experience managing teams working remotely.
- Experience with CX1 and NICE Contact Center Software.
- Proficiency with Microsoft office, especially Excel for data reporting, including the creation and use of pivot tables.
REQUIREMENTS
- This position may require on-site visits to health centers or administrative offices throughout the PPMM service regions of California and Nevada.
- Travel may vary based on the needs of the organization.
- Work schedule is centered around Pacific Standard Time.
- Ability to communicate effectively, make decisions, solve problems, and function as a team leader.
- Understands modern application of “Change Management” strategies.
- Attention to detail, specifically professional writing skills and statistical reporting methods.
- Ability to collaborate with Response Center Team members and other PPMM departments to solve problems, meet PPMM business needs and provide empathetic customer service.
- Experience with patient databases/CRM’s (preferably NextGen and/or Relatient).
- Excellent organizational skills.
- Ability to maintain strict confidentiality.
- Ability to set priorities and maintain composure under pressure.
- Bilingual English/Spanish preferred.
- Flexibility in working hours, including the ability to work some evenings and weekends.
Job Summary
JOB TYPE
Full Time
SALARY
$90k-124k (estimate)
POST DATE
05/30/2024
EXPIRATION DATE
06/20/2024
WEBSITE
ppmm.com
HEADQUARTERS
Poplar Bluff, MO
SIZE
<25
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