Call Center Manager

Call Center Manager

Job Summary: The Call Center Manager (CCM) at Choptank Community Health System (CCHS) has a diverse skill set spanning across medical, dental, and behavioral health fields and responsible for daily operations of the call center including staffing, scheduling, patient satisfaction, and service recovery. The CCM is responsible for call center activities, training, reporting, and performance. Then CCM ensures that the call center meets all CCHS Standards of Behavior, state, federal and accrediting body requirements and contributes to the CCHS’s effectiveness and efficiency. The CCM supervises Call Center Specialists (CCSs) and is supervised by Operations Directors. This is an exempt, full-time position in pay grade 6 with the pay range of $55,611.00 - $80,636.00. The Call Center Manager reports directly to the Operations Directors.

Required Skills/Abilities:

• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate CCSs.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

Education and Experience:

• High school diploma or equivalent, required.
• Customer service, and/or management experience, required.
• Call Center experience a plus.
• Proficiency with technology, specifically computers, software applications, and phone systems, required.
• Experience using electronic health records (EHR) and/or electronic dental records (EDR) systems preferred.
• Experience using Athenahealth, a plus.

Working Conditions and Physical Requirements:

• General office environment
• Occasional travel

Standards of Behavior:

• Commitment To Service
• Respect
• Quality
• Teamwork
• Patient Focus
• Integrity
• Accountability
• Caring & Compassion
• Professionalism
• Listening & Responding
• Safety

Job Related Competencies:

• Effective Communication- Developing and delivering multi-mode communication that conveys a clear understanding of the unique needs of different audiences.
• Focus on Quality- Setting high quality standards and striving for continuous improvement and quality assurance.
• Emotional Intelligence- Ability to bring out the best in oneself and others by perceiving, assessing, and positively influencing one’s own and other’s emotions.
• Fostering Teamwork- Ability and desire to work cooperatively with others, as well as demonstrating interest, skill, and success in building effective teams.
• Managing Conflict- Facilities breakthroughs by integrating diverse views and finding common ground through empathy.
• Optimizes Work Processes- Designs processes and procedures that allow managing from a distance; seeks ways to improve processes and create value for internal and external customers.

Commitment to Inclusion:

Choptank Community Health System (CCHS) is committed to creating an inclusive healthcare environment that reduces health disparities and values and respects the unique experiences and perspectives of both patients and staff by:

• Prioritizing equitable access for individuals of all backgrounds, beliefs and cultures;
• Offering ongoing training for staff to promote health awareness, preventive measures
• and early detection for a patient population of all backgrounds and cultures;
• Actively engaging with patients, families and staff;
• Fostering a workplace culture in which everyone is treated with dignity.

Duties/Responsibilities:

• Call Center Operations
  • Notify clinical staff of cancellations and late arrivals for appointments.
  • Move patients when providers are unable to fulfill clinic obligations or have moved their assigned clinic schedules.
  • Reviews appointments to ensure schedules are full.
  • Answer incoming calls promptly and courteously.
  • Document all patient messages using EHR and EDR including name, date of birth, and return phone number including and date and time of call.
  • Upon receiving calls from hospitals, obtain information and inform triage nurse of the nature of the call.
• Call Center Supervision
  • Ensure that the allocation of staff and resources is adequate to enable peak performance of all call center tasks and functions.
  • Monitor all provider schedules and recommend changes as needed.
  • Manage holiday and closure notification of answering service.
  • Assist with maintaining and updating the Center’s phone tree.
  • Train CCSs in customer service methodology and ensure CCSs apply this methodology to all patient interactions.
  • Perform customer service validations and provide feedback on a regular basis to each CCS.
  • Addresses patient complaints and performs service recovery as needed.
• Staff Supervision
  • Assist with recruiting, hiring, training, and retaining high preforming call center staff.
  • Facilitate departmental orientation and training of new staff members.
  • Promote regular, reliable attendance of all call center staff.
  • Update team schedules as needed.
  • Manage ADP time and attendance platform including timecard approval and time off request approvals.
  • Recognize, coach, develop, and discipline call center staff members as appropriate.
  • Conduct monthly rounding with staff.
  • Oversee and facilitate huddles and quarterly meetings.
• Reporting and Data Analysis
  • Run and/or generate call center reports on a regular basis.
  • Monitor and evaluate call center performance reports on daily/monthly intervals.
  • Maintain a call center KPI scorecard to be monitored including service level, average handle time, abandonment rate, average speed of answer, and calls handled.
  • Monitor schedules, no-show rates, cancellations, and other patient access responsibilities and tasks to meet demand for services.
• Quality Assurance and Improvement
  • Address all complaints and ensure that they are investigated fully.
  • Monitor phone calls and provide real-time coaching to CCSs as needed.
  • Identify opportunities for improvement and collaboratively develop solutions to improve patient and staff call center experience.
• Ensure all staff are trained and aware of all safety protocols and the location of the Incident Response plan.
• Supports CCHS Standards of Behavior
• Complete other duties as assigned.
• Regular, reliable attendance is a requirement of this job.

Choptank Community Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital or family status, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.