Specialized Recruiting. Temporary Staffing. Managed Services. 800 876 2314


Medical Call Center Manager

Employment Type Permanent
Field of Work Customer Support

 

Position Summary

The Manager of the Provider Services Call Center has complete responsibility for the daily operations of the Provider Service Department and ensures the call center delivers the highest level of customer service possible. Duties include all aspects of management and administration of the department.

 

Primary Responsibilities

  • Direct supervision of the staff including but not limited to hiring, addressing performance, termination, staff development and coaching
  • Staffing level forecasting and scheduling
  • Review, analyze and report Contract Service Levels, employee performance and productivity statistics
  • Establishment and administration of policies and procedures
  • Develop service improvement initiatives that support department goals
  • Initiate new hire and cross training plans and quality improvement programs
  • Develop and implement employee recognition activities and programs
  • Maintain reporting on all call center activities regarding daily, monthly and yearly performance metrics
  • Handles escalated services issues, as needed
  • Perform all other duties as assigned

  Required Experience and Skills

  • Bachelor’s degree required
  • Minimum 5 total years experience in Customer Service, including inbound call center experience including supervisory position
  • Health care, insurance or managed care experience, highly desirable
  • Professional and positive commitment to service delivery
  • Ability to coach and mentor staff
  • Proficiency in operating computers applications
  • Excellent verbal and written communications skills.
  • MS Office (MS Word, Excel, and Power Point)
  • Cisco Call Center Applications preferred
  • Computer knowledge and ACD applications experience required
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