• Call Center Manager

    Job Locations US-AZ-Chandler
    Posted Date 7 days ago(5/17/2018 1:13 PM)
    Job ID
    2018-1496
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

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    Call Center Manager

     

    MY DR NOW is Arizona's LARGEST privately-owned Primary Care Provider!

     

    The Call Center Manager is responsible for the daily performance management of MY DR NOW's Patient Services Department, which consists of our main call center as well as the medical record, referral and care coordination teams. The Call Center Manager works closely with executive leadership on ensuring innovative technological advances, continuous process improvement and optimal workforce management strategies deliver a superior patient experience.

     

    The ideal applicant has a strong inbound and outbound call center management background (3+ years) and proficiency with customer service, process improvement, and drafting/revising policies and procedures. They have a track record of managing compassionate and competent teams of customer service agents.

     

    Compensation: $55,0000+ (DOE)

    Benefits: 401k w/ Matching Contribution, PTO, Medical, Dental, Vision, and Life Insurance.

    Healthcare experience is a plus, but not required.

    Responsibilities

    • Providing daily direction and communication to Team Members so that patient calls are answered in a timely, efficient and knowledgeable manner
    • Hiring and training Patient Services Agents
    • Providing and creating agent scripts 
    • Providing continual evaluation of processes and procedures and suggests methods to improve area operations, efficiency and service to both internal and external customers
    • Effectively handling major patient incidents that cannot be resolved by agents in a professional and operative fashion
    • Maintaining in-depth working knowledge of MY DR NOW systems and processes
    • Providing statistical and performance feedback and coaching on a regular basis to each team member
    • Compiling and publishing reports on overall patient satisfaction
    • Writing and administering performance reviews for skill improvements
    • Coaching, counseling, direction and resolution for Team Members who experience Is work problems
    • Working with MY DR NOW’s management team on patient service initiatives
    • Participating in patient service agents quality monitoring and coaching
    • Addressing disciplinary and/or performance problems according to company policy
    • Assisting the director with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs

    Qualifications

    • Proven leadership and managerial experience, required
    • Ability to make decisions interdependently, required
    • Customer service experience, required
    • Computer proficiency in MS Office Suite, required
    • eMR experience preferred, CareCloud is a plus!

     

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