Manager, Call Center

Job Description

1. Promote a safe, cooperative and professional health care environment to ensure optimum patient care (as per HR Policy 113c).

2. Adheres to all hospital policies, procedures, rules and regulations, including but not limited to, absenteeism, ETIME, cellular telephone usage, dress code and rules of conduct.

3. Makes Customer Service a priority, treating customers (patients, visitors, and co-workers) in a professional manner exercising courtesy and tact.

Effectively communicates with patients and others about SBH services in their area(s) of expertise or responsibility and ensures that concerns, questions or issues reach the right person(s) in SBH in a timely fashion.

4. Demonstrates the standards of performance and behaviors consistent with the DRIVE to Patient-Centered Excellence.

5. Manages Ambulatory Care Call Center. Provides day to day management of the ambulatory Call Center ensuring that the Center meets performance standards including but not limited to Call Abandonment Rate (CAB), Call Answer Time (CAT), Access and Availability standards as required by managed care contracts.

6. Assists with Healthfirst Hospital Quality Incentive Program- including educating staff on audits

7. Roll out text appointment confirmation and reminder messages for Ambulatory Care Services

8. Establish a supportive and responsive environment where frontline staff are engaged and active participants of the ambulatory care team and empowered to communicate ideas and strategies for improving operations and patient satisfaction.

9. Develop process to support virtual and telehealth visits in response to COVID pandemic (e.g., referrals, appointments, request for medication renewal)

Requirements

• Education Required : Bachelor’s degree in Healthcare Administration or relevant field is required. Master's degree highly preferred
• License / Certification / Registration(s) Required
• Experience / Skills Required :
• Minimum 7 years of relevant experience required
• Knowledge of business and management principles
• Ability to direct, manage, implement, and evaluate department operations.
• Ability to establish goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and / or supervise the work of others.
• Ability to lead, motivate, develop and train others.
• Skill in collecting, organizing and analyzing data.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to exercise sound judgment in making critical decisions.

Union Position

Non-Union

Regular or Temporary

Regular

Salary Type (FLSA)

Exempt

Salary Range

$73,000

Position Type

Full-time

Position Number

CA034001

Home Department

Care Coordination Call Center

Shift