- Facilitates and provides direct oversight to a team of call center agents both on and off-site for BTNRH Clinics.
- Develops and oversees the implementation of call center schedules and staffing plans.
- Monitors call center staffing levels in real-time, making adjustments as needed to ensure optimal staffing levels.
- Assigns and delegates scheduling responsibilities to support staff as needed to manage incoming calls, minimize call abandonments and lengthy hold times.
- Analyzes call center performance data at both individual and team levels to identify and implement process improvements opportunities that allow better alignment with key performance metrics and goals.
- Ensures that all scheduling activities comply with provider preferences, applicable laws, regulations, and organizational policies.
- Develops and delivers initial and ongoing training, coaching and competency validation for call center staff to improve performance and service quality.
- Develops and maintains ongoing Call Center metrics in form of dashboard or other reporting means for transparency of call center effectiveness and to identify areas of opportunity.
- Oversees all centralized scheduling functions to ensure the highest efficiencies and customer service standards are maintained for all visitors presenting to BTNRH.
- Facilitates the escalation or resolution of customer service issues in a timely and professional manner.
- Oversees the interviewing, selection, evaluation of performance and coaching of Call Center Agents.
- Monitors, reports and makes recommendations for modifications as needed to incoming call lines ensuring calls are answered in a timely manner, correct information is shared and in a professional and courteous manner with resolution reached prior to the end of call or transfer.
- Ability to safeguard the privacy of the medical information in the patient record, maintaining strict confidentiality of the patient's medical and financial records.
- Ability to communicate clearly and concisely both orally and in writing with all staff, physicians, and patients in all aspects of the job to allow efficiency and promptness for patient care.
- Ability to coordinate and complete complex projects efficiently, effectively and on time.
- Ability to serve as a positive role model, supporting the mission of the organization.
- Strong leadership and organizational skills.
- Understanding of call center technology and metrics.
- Ability to analyze data to identify trends and opportunities for improvement.
- Knowledge of applicable laws, regulations, and organizational policies governing call center operations,
- Bachelor's degree in Business Administration, Healthcare Administration or related field or equivalent, combination of education and experience required.
- Minimum of 3 years of experience in a Healthcare industry call center or scheduling management role required.
- Available to work flexible hours to ensure coverage required.
- 3 years supervisory and/or management experience in a call center setting preferred.
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Manager, Centralized Patient Contact Center - Omaha, United States - Boys Town
Description
Manages the Centralized Patient Call Center activities. Oversees call center agents tasked with managing incoming calls to the organization. Develops business plans and budgets, ensures quality, and approves personnel activities associated with the call center.
SCHEDULE: Mon-Fri 7a-6p
MAJOR RESPONSIBILITIES & DUTIES:
At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results
About Boys Town:
Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.
Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.
This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at
