Customer Service Manager, FDTC

Title: Customer Service Manager, FDTC  

Location: Midtown  

Org Unit: FDTC Access Center Mgmt 

Work Days:  

Weekly Hours: 35.00 

Exemption Status: Exempt

Salary Range: $100,900.00 - $114,700.00  

*As required under NYC Human Rights Law Int 1208-2018 - Salary range for this role when Hired for NYC Offices 

Position Summary

This is a key role in our patient experience ecosystem and serves at the heart of the Contact Center acting as the front door to patient care. This role is responsible for managing, training, and guiding the supervisors in their management of the contact center agents at the Contact Center. This position is responsible for the overall performance of the agents.

Job Responsibilities

• Supervises, plans, and manages a team of supervisors in their day-to-day operations. Manages team workload, resources, and compliance with all required SLAs.
• Works collaboratively with the Contact Center Director to understand Enterprise policies and procedures to ensure clear communication with team of supervisors.
• Monitors and communicates performance standards to supervisors and ensures clearlines of communication with agents; leverages Workforce Management tool.
• Reviews QA feedback on team with respective team members and if needed develops and carries out a plan for remediation. Reviews and provides feedback for knowledge management content and informs team of updates (i.e. FAQs, job aides, desktop procedures).
• Recruits, develops, evaluates, and hires effective agents for the contact center. Works in partnership with central Training and QA team to identify and execute plans for continued long-term improvement.
• Consistently drives to deliver exceptional customer service experiences to our customers. Escalates complex issues, cases, or process improvement opportunities to the Contact Center Director for resolution. Executes approved remedy as required.
• Supports and participates in a collaborative team-oriented environment. Participates in team discussions about complex patient scheduling needs. Communicates with management team andcare providers to resolve scheduling issues.
• Follows up as appropriate regarding reported complaints, problems, and concerns. Meets productivity requirements to ensure excellent customer service is provided to patients.
• Ensures team members always maintain patient privacy and confidentiality according to HIPAA requirements, and successfully complete all required trainings. Keeps current on all organizational and practice policies and standard operating procedures.
• Perform other duties as required.

Education

• Bachelor's Degree in related field

Experience

Approximately 5 years of customer service experience

Experience leading a team is preferred

Healthcare experience is preferred

Previous experience using Salesforce or other customer relationship management software is preferred

Knowledge, Skills and Abilities

• Ability to navigate complex computer systems and create reports.
• Ability to motivate team members and clearly communicate expectations and performance standards.
• Ability to work collaboratively with a culturally diverse staff and patient/family population, establishing credibility and rapport with Leadership and employees across the business, while demonstrating tact and sensitivity.
• Demonstrated initiative and self-direction is required; can apply knowledge and make sound judgments to effectively resolve issues or concerns.
• Strong organizational skills. Demonstrates ability to think analytically and synthesize complex information
• Promotes a customer-centric culture, actively encouraging sharing of ideas and cross functional collaboration is required. Ability to devise ways to optimize procedures and keep teams motivated.
• Motivates self and others to set challenging goals and high standards of performance.
• Encourages others to develop skills in areas that will be needed for the future is required. Arranging development opportunities that help others build new skills.
• Committed to achieving superior results with integrity, sustaining our positive work environment, and embracing working side-by-side with others in a diverse and inclusive culture.
• Demonstrates organizational awareness and effective use of influence to promote positive change.

Licenses and Certifications

Working Conditions/Physical Demands

Ability to work in surroundings with degree of dust, noise, odors, etc. without undue discomfort.

Ability to hear, talk, walk, stand, bend and stretch.

Ability to read, write and interpret documents.

Ability to sit for long periods of time at desk to perform job functions.

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