What are the responsibilities and job description for the Director Contact Center position at SENTA Partners?
Job Summary:
SENTA Partners is a leading management services organization specializing in providing comprehensive support to ENT and Allergy private practices across the southern and southeastern United States. Our mission is to enhance the operational efficiencies and financial performance of our partner practices, allowing physicians to focus on delivering exceptional patient care. We are committed to fostering a collaborative and supportive work environment where our employees can thrive and grow.
Key Responsibilities:
Operational Management:
- Supervise and lead the call center team to ensure efficient and effective operations.
- Monitor call center performance metrics and analyze data to identify areas for improvement.
- Develop and implement call center policies and procedures.
- Coordinate with other departments to ensure seamless patient service.
Team Leadership:
- Recruit, train, and mentor call center staff.
- Conduct regular performance evaluations and provide constructive feedback.
- Foster a positive and productive work environment.
Customer Service:
- Handle escalated patient inquiries and complaints with professionalism and empathy.
- Implement strategies to enhance patient satisfaction and retention.
- Ensure compliance with all regulatory requirements and company standards.
Technology and Systems:
- Oversee the use of call center technology and software.
- Identify and recommend technology upgrades and enhancements.
Reporting and Analysis:
- Prepare and present regular reports on call center performance.
- Analyze call patterns and patient feedback to develop improvement initiatives.
Qualifications:
Education:
- Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
Experience:
- Minimum of 5 years of experience in call center management, preferably in a healthcare setting.
- Proven track record of successfully managing a call center team.
Skills:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Analytical and problem-solving skills.
- Proficiency in call center technology and software.
- Knowledge of ENT and Allergy medical practices is a plus.
Benefits:
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company match.
- Paid time off and holidays.
- Professional development opportunities.
