Description:
We're looking for a Leader!
As the Assistant Manager in the Contact Center, you'll be expected to work in a fast-paced call center environment while leading a remote team in achieving their performance targets while having targets to meet personally as well. In this role, you'll serve as a coach and mentor for direct reports with a "lead by example" approach in hitting targets and holding yourself and your team accountable for providing highest level of service and meeting daily targets.
CANDIDATE MUST RESIDE IN THE STATE OF FLORIDA and maintain Florida Residency throughout employment.
Schedule: Monday - Friday (8 a.m. - 6 p.m.)
Requirements:
Essential Functions and Responsibilities:
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Supervise and support a team of Patient Service Representatives including scheduling, performance monitoring and providing feedback on call quality and KPI’s using Contact Center software.
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Support the recruitment and training of new Patient Service Representatives
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Provide ongoing mentoring/coaching of direct team
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Work with Contact Center Manager on reporting, scheduling, and procedures for the team
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Monitoring call center performance metrics, including call volume, scheduling volume and other SLA’s.
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Complete annual reviews for performance
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Engage your team in weekly / monthly huddles
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Perform weekly 1:1’s with direct reports to provide feedback and assist in answering complicated questions.
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Take escalated and emergency calls from other PSRs
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Collaborate with clinics and other departments to ensure scheduling accuracy and consistency in patient care.
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Provide superior patient service and support and care with a friendly, positive attitude
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Represent our core values to patients and co-workers.
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Respond to patient inquiries via phone, web form and online messaging
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Build rapport with potential new patients and educate them about the patient experience, accepted insurances, and new patient process (by phone)
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Answer important patient questions and/or determine the best next steps and resources to serve their needs
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Provide new patients with appropriate next steps, for example where to arrive for the appointment, how to login to the patient portal, how to complete new patient paperwork, etc.
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Effectively use the call center software to handle and wrap-up calls. Report the outcome of the call, using wrap up codes
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Accurately book appointments with the Practice Management tool
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Accurately track and report all call inquiries in the customer relationship management tool and/or practice management tool
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Send detailed messages to medical and administrative staff in the clinics and follow best practices for collaborating and servicing patient needs
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Meet performance goals and SLAs for call volume, time on call, answered calls, lead conversion rates for new patient appointments and other important service agreements
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Meet specific quality measures for patient service and call resolution
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Adhere to compliance and HIPAA regulations
Supervisory Responsibility:
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Position reports to Contact Center Manager
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Position will include remote direct reports.
Position/Type/ Expected Hours of Work:
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This is a full-time, hourly position (40 hours) and core hours of work and days are Monday through Friday 8:00 a.m. to 6:00 p.m.
Travel:
Position may require travel to corporate locations to support onsite training.
Qualifications:
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High school diploma, associate degree preferred.
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Prior supervisory experience preferred
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Minimum 2-years' experience in a high-volume call center, medical setting required.
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Experience using enterprise level call center practice management software preferred.
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Demonstrated ability to collaborate and support other managers in the department when it is needed or as directed by manager
Skills and Abilities:
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Strong leadership skills.
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Team building, coaching and performance management.
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Excellent communication skills.
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Problem solving skills.
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Strong customer service skills.
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Flexibility and adaptability skills.
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Conflict resolution skills.
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Must be comfortable leading and motivating a team of remote/ or in person Patient Service Representatives
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Must be organized and detail oriented.
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Strong written communication skills
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Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint
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Process oriented and able to identify ways to streamline processes
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Service oriented and willing to help others.
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Highly reliable.
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Driven and self-motivated to hit and exceed goals personally and for the Team.
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Very strong verbal, written communication, and presentation skills.
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Knowledge of medical terminology.
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Knowledge of the health care field.
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Knowledge of legal and ethical considerations related to patient information.
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Knowledge of customer service principles.
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Skill in using computer, medical records software, and customer relationship management tools.
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Skill in putting information and booking appointments in medical record system.
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Skill in diffusing tense situations through diplomatic problem-solving.
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Skill in delivering outstanding patient services.
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Ability to communicate effectively with patients and staff via phone, chat, in person and through email.
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Ability to multi-task and work in a fast-paced contact center environment.
Benefits:
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Medical, Dental, Vision
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401k (company match after 12 months of continuous employment)
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8 Paid Holidays
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Paid Time Off (PTO)