Patient Communication Center Manager - Lake Success, United States - Integrated Medical Professionals PLLC

Integrated Medical Professionals PLLC
Integrated Medical Professionals PLLC
Verified Company
Lake Success, United States

4 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
:

Integrated Medical Professionals, PLLC (IMP) is the largest multi-specialty urology focused practice in the country. Our doctors and staff are committed to providing the highest level of quality medical services available.

Join our team for a rewarding career with a growing health care organization who values our staff as much as we do our patients.


This position is responsible for leadership and management of the performance of all Call Center teams, both Patient Service Representatives and LPNs, totaling about 35-40 staff members.

They must ensure that the hiring, training, and ongoing performance management is effective and will ensure that all KPIs are met.

They should also be looking for continued improvements in efficiency and effectiveness.


Responsibilities include but are not limited to:


  • Lead all teams within the Call Center, ensuring that KPIs are achieved daily.
  • Maximize productivity of resources, both technology and people.
  • Conduct 121s with Team Lead(s), reviewing performance improvement plans of each agent.
  • Analyze call center data, prepare reports for senior management, and make recommendations on improvements for efficiency and patient care.
  • Hire, onboard and train all Call Center agents and Team Leads.
  • Track and manage all budget and expense planning.
  • Work with other management team members to create Call Center objectives.
  • Develop presentations and activities to motivate and educate call center staff.
  • Conduct regular call calibration sessions to ensure a quality patient experience is understood and reinforced.
  • Conduct annual performance reviews of Team Leaders and Agents. Team Leaders will participate in annual evaluations.
  • Provide coaching and assistance to Team Lead and to Agents to ensure customer service and efficiency targets are met.

Benefits

  • Comprehensive medical
  • Dental
  • Vision
  • 401K
  • Paid time off

Requirements:


  • Bachelor's degree in a relevant field is preferred.
  • Proven experience as Call Center Manager, or similar experience.
  • Experience in Customer Service is required.
  • Experience managing a team of professionals.
  • Financial planning and budget management experience preferred.

KNOWLEDGE | SKILLS | ABILITIES

  • Demonstrated ability to use performance management principles to achieve strong results.
  • Solid understanding of budget and reporting analytics.
  • Business management and analysis expertise
  • Excellent leadership and communication skill
  • Strong coaching, development and listening skills.
  • Energetic and motivational skills
  • Strong creative thinker
  • Great interpersonal skills that will help with giving constructive feedback.
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