Manager of Call Center

Description

At Nevada Heart and Vascular Center (NHVC) The Manager of Call Center, under the direction of the Senior Director of Operations, is responsible for leading our representatives to better performance and improve service quality. The Assistant Director of Call Center will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of service, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support patients. Should have exceptional communication, interpersonal and customer service skills, as well as comprehensive knowledge of company policies and offerings. Manager of Call Center has mastered the Call Center Department roles and is assuming responsibility for the Call Center Department.

Requirements

Education and Experience:

• High school diploma or GED completion is required.
• 3 or more years in medical office scheduling is required as this is a very fast paced environment.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• General computer skills with working knowledge of word processing, spreadsheet, software applications, phone systems, and email applications.
• Detail-oriented with good analytical, organizational skills and decisiveness.
• Exceptional interpersonal skills with the ability to work cohesively within a team environment.
• Strong coaching and leadership skills, ability to motivate employees.
• Polite, professional phone voice.
• Excellent oral and written communication skills to effectively communicate with patients and all levels of management.
• Greeting patients professionally both in person and on the phone.
• Quickly answering or properly referring questions and issues
• Optimizing provider schedules and patient satisfaction with efficient scheduling
• Maintaining office inventory and equipment by anticipating supply needs
• Works in coordination with other members of the Physicians' Billing Office as necessary.
• Meets and exceeds short- and long-term goals as established for the department.
• Performs duties and job functions in accordance with the policies and procedures established for the department.
• Reports to work, meetings and professional obligations on time.
• Participates in administrative staff meetings and attends other meetings and seminars.
• Assists in evaluation of reports, decisions, and results of department in relation to established goals.
• Recommends new approaches, policies, and procedures to influence continuous improvements in department's efficiency and services performed.
• Takes ownership of special projects, research data and follows through with detailed action plans.
• Actively participates in problem identification and resolution and coordinates resolutions between appropriate parties.
• Performs other related duties as required and assigned.
• Adheres to Corporate, Department and HR policies and procedures.