Assistant Manager - Contact Center

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 the 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.

Requirements

Essential Functions and Responsibilities:

• 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.  
• Support the recruitment and training of new Patient Service Representatives 
• Provide ongoing mentoring/coaching of direct team 
• Work with Contact Center Manager on reporting, scheduling, and procedures for the team 
• Monitoring call center performance metrics, including call volume, scheduling volume and other SLA’s.  
• Complete annual reviews for performance  
• Engage your team in weekly / monthly huddles 
• Perform weekly 1:1’s with direct reports to provide feedback and assist in answering complicated questions.  
• Take escalated and emergency calls from other PSRs 
• Collaborate with clinics and other departments to ensure scheduling accuracy and consistency in patient care.  
• Provide superior patient service and support and care with a friendly, positive attitude 
• Represent our core values to patients and co-workers. 
• Respond to patient inquiries via phone, web form and online messaging 
• Build rapport with potential new patients and educate them about the patient experience, accepted insurances, and new patient process (by phone) 
• Answer important patient questions and/or determine the best next steps and resources to serve their needs 
• 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.
• Effectively use the call center software to handle and wrap-up calls. Report the outcome of the call, using wrap up codes 
• Accurately book appointments with the Practice Management tool 
• Accurately track and report all call inquiries in the customer relationship management tool and/or practice management tool 
• Send detailed messages to medical and administrative staff in the clinics and follow best practices for collaborating and servicing patient needs 
• 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 
• Meet specific quality measures for patient service and call resolution 
• Adhere to compliance and HIPAA regulations 

Supervisory Responsibility:

• Position reports to Contact Center Manager 
• Position will include direct reports. 

Working Conditions and Environmental/Physical Demands:

• Sitting for long periods of time. 
• Light work that includes moving objects up to 20 pounds. 
• Communicating with others to exchange information. 
• Repeating motions that may include the wrists, hands and/or fingers. 

Position/Type/ Expected Hours of Work:

• 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.   This position is fully onsite at our Robertson location.

Qualifications:

• High school diploma, associate degree preferred. 
• Prior supervisory experience preferred
• Minimum 2-years' experience in a high-volume call center, medical setting required. 
• Experience using enterprise level call center practice management software preferred. 
• Demonstrated ability to collaborate and support other managers in the department when it is needed or as directed by manager  

Skills and Abilities:

• Strong leadership skills. 
• Team building, coaching and performance management. 
• Excellent communication skills. 
• Problem solving skills. 
• Strong customer service skills. 
• Flexibility and adaptability skills. 
• Conflict resolution skills. 
• Must be comfortable leading and motivating a team of remote/ or in person Patient Service Representatives 
• Must be organized and detail oriented. 
• Strong written communication skills 
• Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint 
• Process oriented and