Customer Service Traffic Representative
Requisition ID : 165804
Department : 500710 Customer Services
Facility : Hometown Health Management
Schedule : Full Time
Shift : Day
Category : Professional
Location : Reno,NV
Position Overview Benefits 1. Works with management to establish employee schedules on a daily / weekly / biweekly / monthly basis.
2. Monitors the attendance of call center staff to ensure adherence to Renowns time off and break policy.
3. Communicates attendance issues to call center management on a regular basis.
4. Analyzes call volumes, call handling time, and historical data to identify trends and forecast future staffing needs.
5. Manages the allocation of incoming calls and assists in the maintenance of call center technology (e.g. IVR) and software.
6. Trains Call Center staff to provide quality service to patients and to follow department standard work.
7. Supports the team in handling escalated calls. Is able to research complex patient situations and provide resolution as well as propose solutions to leadership for process improvements should a process defect be identified.
8. Compares previously forecasted call volumes and staffing needs to actual results to identify areas of
opportunity.
9. Develops data reports that showcase call center performance metrics (e.g., service level, call
abandonment rate, hold times, etc.) and staffing trends.
10. Presents data reports to management and provides recommendations for improving workforce allocation.
11. Collaborates with management to develop plans for and achieve short-term and long-term workforce
optimization goals
12. Assists management in identifying gaps in the workforce and determining when additional FTEs are
needed.
13. Communicates with call center staff, management, human resources, finance, and other departmental leaders as needed.
14. Listens to recorded and live calls to audit performance and provide feedback to team members and leaders.
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job.
It is intended to be an accurate reflection of the general nature and level of the job.
This position does not provide patient care.
Minimum Qualifications
Requirements Required and / or Preferred Education :
Must have working-level knowledge of the English language, including reading, writing, and speaking English.
High school diploma or equivalent is required.
Bachelor's degree in healthcare administration, business, or related field is preferred.
Experience :
Minimum of 2-3 years of experience in call center management, workforce data analysis, or another relevant field.
Experience working in a healthcare administrative environment preferred
Experience working with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Experience using workforce management software
Familiarity with call center workflows and technology
Ability to visually present information and data in a clear manner
Proven organizational, analytical, and problem-solving skills
Experience with Transformational Healthcare and / or Lean Six Sigma
Computer / Typing :
Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.
Benefits Location : Reno , NV 1. Works with management to establish employee schedules on a daily / weekly / biweekly / monthly basis.
2. Monitors the attendance of call center staff to ensure adherence to Renowns time off and break policy.
3. Communicates attendance issues to call center management on a regular basis.
4. Analyzes call volumes, call handling time, and historical data to identify trends and forecast future staffing needs.
5. Manages the allocation of incoming calls and assists in the maintenance of call center technology (e.g. IVR) and software.
6. Trains Call Center staff to provide quality service to patients and to follow department standard work.
7. Supports the team in handling escalated calls. Is able to research complex patient situations and provide resolution as well as propose solutions to leadership for process improvements should a process defect be identified.
8. Compares previously forecasted call volumes and staffing needs to actual results to identify areas of
opportunity.
9. Develops data reports that showcase call center performance metrics (e.g., service level, call
abandonment rate, hold times, etc.) and staffing trends.
10. Presents data reports to management and provides recommendations for improving workforce allocation.
11. Collaborates with management to develop plans for and achieve short-term and long-term workforce
optimization goals
12. Assists management in identifying gaps in the workforce and determining when additional FTEs are
needed.
13. Communicates with call center staff, management, human resources, finance, and other departmental leaders as needed.
14. Listens to recorded and live calls to audit performance and provide feedback to team members and leaders.
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job.
It is intended to be an accurate reflection of the general nature and level of the job.
This position does not provide patient care.
Minimum Qualifications
Requirements Required and / or Preferred Education :
Must have working-level knowledge of the English language, including reading, writing, and speaking English.
High school diploma or equivalent is required.
Bachelor's degree in healthcare administration, business, or related field is preferred.
Experience :
Minimum of 2-3 years of experience in call center management, workforce data analysis, or another relevant field.
Experience working in a healthcare administrative environment preferred
Experience working with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Experience using workforce management software
Familiarity with call center workflows and technology
Ability to visually present information and data in a clear manner
Proven organizational, analytical, and problem-solving skills
Experience with Transformational Healthcare and / or Lean Six Sigma
Computer / Typing :
Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.
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