What are the responsibilities and job description for the Medical Imaging Call Center Manager position at Prohealth Advanced & Imag?
About the Role:
We are seeking a highly qualified Medical Imaging Call Center Manager to join our team in West Hills. As the Medical Imaging Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring that our patients receive the highest level of customer service. You will be responsible for managing a team of call center representatives, monitoring call center metrics, and implementing process improvements to enhance the patient experience. Your ultimate goal will be to ensure that our patients receive timely and accurate information, and that their needs are met in a professional and compassionate manner.
Minimum Qualifications:
- Bachelor's degree in healthcare administration, business administration, or a related field.
- 5 years of experience in call center management, preferably in a healthcare setting.
- Strong leadership skills, with the ability to motivate and coach a team of call center representatives.
- Excellent communication skills, with the ability to communicate effectively with patients, physicians, and other healthcare professionals.
- Strong analytical skills, with the ability to analyze call center metrics and implement process improvements.
Preferred Qualifications:
- Master's degree in healthcare administration, business administration, or a related field.
- Experience with medical imaging or other healthcare services.
- Experience with call center software and technology.
- Bilingual in English and Spanish.
Responsibilities:
- Manage a team of call center representatives, providing coaching and feedback to ensure that they meet performance metrics and provide excellent customer service.
- Monitor call center metrics, including call volume, wait times, and call abandonment rates, and implement process improvements to enhance the patient experience.
- Collaborate with other departments, including medical imaging, scheduling, and billing, to ensure that patients receive timely and accurate information.
- Develop and maintain call center policies and procedures, ensuring that they are in compliance with all applicable regulations and guidelines.
- Maintain accurate records of call center activities, including call logs, call volume, and call resolution times.
Skills:
As the Medical Imaging Call Center Manager, you will use your strong leadership, communication, and analytical skills on a daily basis. You will be responsible for managing a team of call center representatives, monitoring call center metrics, and implementing process improvements to enhance the patient experience. You will also collaborate with other departments to ensure that patients receive timely and accurate information. Your ability to communicate effectively with patients, physicians, and other healthcare professionals will be critical to your success in this role. Additionally, your strong analytical skills will enable you to analyze call center metrics and implement process improvements to enhance the patient experience.
