What are the responsibilities and job description for the CCC Manager - Central Communications Center - South Zanesville - Full-time - 01.14.2025 position at MVHC?
MVHC is growing and has an immediate opportunity for a Central Communications Center (CCC) Manager to join our South Zanesville team!
Thank you for your interest in Muskingum Valley Health Centers and for considering MVHC as your next career path! At MVHC, we believe it takes a team to help change the face of health care. MVHC serves as a critical healthcare resource to ensure that all members of our community have access to affordable and high-quality health care. Our staff is dedicated, constantly learning, and eager to make a difference in the lives of the thousands of patients we serve each year. We strive to hire those who embrace our mission and values and pride ourselves in developing a team of employees that you can call family. If you want to make a difference and are passionate about what you do, consider MVHC for future employment and a rewarding career!
We invite you to review the job posting below. If you meet the requirements and qualifications for this opportunity, we encourage you to apply.
GENERAL SUMMARY:
Manages a team of staff members effectively operating a multi-line telephone unit by receiving and routing telephone calls. Coordinates all staff schedules, as well as creating templates and building provider schedules. Effectively manages and collects phone data reports and participates in the scheduling and rescheduling of patients due to changes in schedules or hospital follow ups as needed.
MINIMUM QUALIFICATIONS:
- 5 years managerial experience required
- Degree from an accredited school of nursing preferred; Registered Nurse (RN) preferred; or extensive healthcare experience
- 5 years of preferred work experience in management in a Nurse call center environment/customer support/service environment
- Ability to multi-task and to work around scheduled deadlines within a dynamic and challenging environment
- Ability to prioritize and display aptitude for good decision making
- Ability to work under pressure and maintain a positive frame of mind
- Ability to think strategically
- Excellent Communication and Interpersonal skills
- Computer literate – MS Office
- Desire to work in a fast-paced, dynamic and challenging environment
WORKING CONDITIONS:
- Normal coordination and/or visual and aural attention in connection with the standard flow of work.
- Good working conditions in an office environment.
- Manual dexterity and ability to sit for long periods are required.
- Listening skills, sustained concentration, and efficiency under difficult situations are at times required to maintain patient flow.
- Average working hours with possible non-traditional hours.
SPECIFIC DUTIES and RESPONSIBILITIES:
- Develop a motivated cohesive team environment where staff can achieve their full potential
- Oversee the quality and operations policies for the Central Communications Center
- Manage to service levels and key performance indicators that align the CCC with industry standards and scorecard thresholds
- Track call data and accurately formulate staff forecasts to ensure service levels are met
- Actively measure the performance of your team and ensure that all operational targets and service levels are achieved
- Conduct call monitoring either by listening to the recorded calls or to live calls and subsequently undertake coaching sessions with team members
- Proactively seek ways of improving the service we offer to our patients
- Spend an agreed upon proportion of time answering queue calls
- Coordinates and creates staff schedules and monitors time and attendance.
- Coordinate regular staff meetings to ensure that two-way communication is maintained between staff and management
- Support the management team in the creation of management reports
- Undertake any administration associated with payroll, performance related bonus(es), staff time off requests, expense reports etc.
- Interface with the compliance officer to ensure call center meets HIPAA regulations
- Manage all provider schedules
- Manages the phone data reports
- Reschedules patients as needed due to schedule changes or Provider requested time off.
- Advices staff in developing and maintaining patient relationship by making patient feel at ease.
- Confirms that team promptly answers telephone calls in a professional, pleasant manner, connecting caller to appropriate staff members.
- Ensures that team communicates effectively with patient in an effort to gather necessary information.
- Maintains professional and relationship building etiquette when handling customers, third party payers, hospitals and other outside contracts.
- Implements rules and procedures for routine tasks
- Remains pleasant, polite, and efficient while handling difficult situations.
- Accepts constructive feedback from supervisors and works to improve performance.
- Exhibits pride in the job and with Muskingum Valley Health Centers’ mission and values.
- Maintains the privacy of patient information and the security of all records.
- Determines needs of caller and responds accordingly and in an appropriate manner.
- Concentrates and works effectively despite distractions.
- Adheres to all MVHC’s policies and procedures fully cooperating with the MVHC Compliance Program.
POSITION DETAILS:
Full-time with benefits
ABOUT MVHC:
Founded in 2008, MVHC serves as a best-in-class health care resource to ensure all members of the communities we serve have access to high-quality, affordable health care. As your "community of care," we are dedicated to serving the primary care needs of the residents in each of our convenient locations in Muskingum, Morgan, Coshocton and Guernsey counties. We are local, non-profit, and community owned. The MVHC community is comprised of more than 500 staff and providers committed to health care, and we truly appreciate the opportunity to improve the lives of residents in the communities we serve!
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
WHY JOIN MVHC?
At MVHC, we strive to create an environment which promotes healthy work-life balance, one that provides you the opportunity to make a difference in the lives of our patients, while maintaining your family and personal objectives. This is an exciting time of growth for MVHC where we are positioned to expand access to the communities that we serve. We hope that you will consider joining the MVHC team.
- Employee satisfaction rating of 90%
- Equal opportunity employer; selection of applicants for employment is based only on qualifications and the requirements of a specific job
- We are local, non-profit, and community owned
- We offer a team approach to patient-centered comprehensive primary care
We’ll also reward your hard work with:
- A comprehensive benefits package including medical, dental, vision, prescription drug, and a health savings account option for those who qualify.
- All insurance benefits are available for both employee and family, regardless of what a spouse may be offered through his/her employer.
- 401k with employer match for those who qualify
- Paid time off plus seven paid holidays per year for those who qualify.
- Employer paid life insurance
- Life insurance voluntary benefits
- Employee Assistance Program (EAP)
- Educational Assistance Program for those who qualify
- Access to Credit Union
- Wellness program
◦ Ability to earn an insurance premium reduction for those who qualify.
◦ Fitness membership monthly stipend
- And much more!
Thank you for considering a career with MVHC! Come join our dedicated team and see what is possible…Grow with us!
