Job Description Summary
The Manager of Call Center Operations reports to the Executive Director, Enterprise Patient Access. Under limited supervision, the Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational call center activities including supervision of call center staff to promote accuracy and optimal customer service. This position ensures call center best practices are achieved in areas of key performance indicators, quality, customer satisfaction and staff engagement, with continuous focus on people, process and technology.
Entity
MUSC Community Physicians (MCP)
Worker Type
Employee
Worker Sub-Type
Regular
Cost Center
CC003073 MCP - Florence PT Access Center
Pay Rate Type
Salary
Pay Grade
Health-31
Scheduled Weekly Hours
40
Work Shift
Day (United States of America)
Job Description
Job Responsibility: Directly manages call center staff to ensure proper process, quality, and performance adherence among call center groups.
Success Criteria:
- Maintain open communication in the call center.
- Facilitate an environment that is professional, supportive to staff and partners and adheres to organization’s commitment to service and excellence.
- Effectively and efficiently manage the day to day operations to include defining priorities, workload and resources.
- Ensure call center key performance indicators are achieved as defined.
Job Responsibility:Recruit, orient and mentor team members to ensure quality performance.
Success Criteria:
- Develop and ensure a continuing education and mentor program for staff.
- Provide effective leadership and coaching.
- Motivate and monitor staff performance through observation and review of productivity audits and reports.
Job Responsibility: Maintain and improve call center operations to ensure productivity, quality and high service standards.
Success Criteria:
- Continuously monitor performance, identify problems and develop action plans for resolution.
- Prepare monthly reports for senior management.
- Serve as a liaison to department leadership and physicians regarding call center operations.
- Collaborate with Patient Access Liaison to ensure optimal schedules are in place, including seasonal patient demands that require changes in schedules and staffing model.
Job Responsibility: Maintain relationship with patients and physician partners to facilitate open communication, understand perspectives and monitor levels of satisfaction. Work with Practice Managers and providers to build and maintain provider schedules.
Success Criteria:
- Provide effective feedback to all levels of individuals throughout the organization.
- Foster communication and provide an outlet for questions to ensure team members remain informed, connected to departments and strategic initiatives.
- Complete capacity management reporting for senior leaders and providers on a monthly basis.
- Build provider schedules and complete quarterly template reviews.
Job Responsibility: Perform other duties as required.
Success Criteria:
- Facilitate personal and professional growth through continued education, participation in professional committees and organizational programs and networking.
- Participate in organization webinars.
- Attend regular departmental meetings to remain current and ensure staff current about changes and new programs.
Additional Job Description
Education: Bachelor’s Degree or Equivalent Work Experience: 7 years progressive work experience and 2 years management experience
If you like working with energetic enthusiastic individuals, you will enjoy your career with us!
The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.
Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
