Contact Center Manager

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Job Type

Full-time

Description

Under the general direction of the SVP of Site Operations, the Contact Center Manager oversees and operates the Zufall Health contact center that responds to all incoming patient and public communications including telephone calls, text messages, and emails. The Supervisor hires, trains, and monitors all contact center agents to ensure superior customer service and consistent response to patients and the public.

Essential Functions, Duties, and Responsibilities

Specific Duties

• Oversees the day-to-day operations of the contact center
• Recruits, trains and ensures sustained competency of contact center staff in procedures and customer service.
• Monitors and evaluates all data reports associated with the call center operations such as the productivity of staff and call center volume and trends, analyzes data, implements corrective measures in identified problem areas and develops processes for improvement opportunities.
• Monitors the contact center staff's interactions with patients to ensure accuracy and excellent customer service.
• Ensure all messages are retrieved and are responded to quickly.
• Conducts QA audits and chart reviews to ensure accuracy of information entered into EHR by contact center staff.
• Schedules contact center staff in conjunction with the needs of organization.
• Acts as a back-up to all call center staff and answers phones or performs other call center duties as needed to maintain fully functioning center.
• Identifies and responds to patient complaints as appropriate and escalates issues to appropriate manager as warranted.
• Acts as liaison with afterhours answering services to ensure continued and effective communication and coordination.
• Coordinates regularly with site managers to ensure proper patient scheduling.
• Updates all contact center staff with changes to policies and procedures.
• Collaborates with CIO to ensure appropriate use of technology to maintain efficient and effective operations.
• Other tasks as needed and requested.

Communication

• Maintains patients' confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual and ensures call center staff do as well.
• Reads, writes, speaks, understands, and communicates in English and Spanish sufficiently to perform the duties of this position.

Additional duties

• Consistently adheres to all departmental policies and procedures and maintains compliance with all rules and regulations as required by Zufall Health, HIPAA, NJ State Ambulatory regulations, Medicare and Medicaid, and any other legal requirements.
• Conducts all aspects of the job in a professional and ethical manner
• Develops teamwork approach with all staff and as manager, supports team in any needed capacity. Works with little to no supervision but uses available resources for problem resolution as indicated by circumstance or need however, presence at a Zufall site is essential.
• Maintains high level of confidentiality.
• Works collaboratively with team members to assure the optimal outcomes of care and service.
• Utilizes departmental resources prudently and appropriately.
• Uses communication methods which create and foster a positive image of the department, upholding the values of the Zufall Health Center.
• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues.
• Always keeps supervisor informed of work-related issues.
• Performs any additional duties as determined by the supervisor.

Requirements

• Has knowledge of computer software programs such as Microsoft Word, electronic medical records and Outlook.
• Has excellent customer service skills.
• Able to work with very little supervision.
• Able to work closely in a team environment.
• Able to adapt quickly to unanticipated changes in workflow or work process, or frequent changes in insurance rules and coverage changes.
• Able to understand, carry out, and remember verbal and written instructions.
• Bilingual: English and Spanish preferred

Education, Training, and Experience

• Bachelor's degree in management, business, social services or related experience
• Have minimum of 1-year of experience in a customer service field, and 1 year of experience in a call center or busy office handling incoming calls. Healthcare experience is strongly preferred.
• Have experience in staff management
• Experience in a clinical/ambulatory care setting preferred.

Salary Description

$56,160-$65,105