Job Description
Patient Scheduling Manager (Call Center) Location Stillwater, MN :
Position Summary
This position is responsible for managing all aspects of the Contact Center and for maximizing efficiency, productivity, and quality of Contact Center work. This role requires a flexible, forward-thinking individual who can adapt to a changing work environment, is a team player, and is dedicated to providing quality service to our patients, referring providers and internal customers. The Contact Center Manager must possess a willingness to take on additional responsibilities and work with leaders to maximize organizational productivity and efficiency.
Contact Center Manager Essential Functions
- Direct supervision and management of Contact Center Agents. Responsible for department's staffing, performance, individual performance evaluations, compensation changes, and delegation of duties to all department employees.
- Participates in the development and management of operating budgets for Contact Center under the supervision of Director; manager is directly responsible for managing financial performance to approved budget requirements.
- Develops and manages departmental and staff key performance indicator standards by collecting, analyzing, and summarizing data and trends for the Contact Center.
- Creates and maintains process and tools to work with supervisors to audit accuracy and hold staff accountable for quality of work and the patient experience.
- Reviews new technology and workflows for improving efficiencies while providing outstanding internal and external customer service.
- Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Supports the day-to-day operations of the Contact Center
- Develop knowledge of NextGen and other assigned applications and learns how the applications are used in the business workflows. Develop expertise within the applications, including hands-on working knowledge of processes, tools and best practices.
Team/Employee Management Essential Functions
- Manages hiring, orientation and performance evaluations, mentoring and coaching of staff.
- Creates and monitors staff schedules to maximize productivity, identify and cover peak hour traffic and customer needs.
- Management of timecards and PTO requests including managing overtime.
- Develops creative ideas and innovative approaches to improve work schedules, work processes or productivity.
- Leads and guides training program to make sure that each employee is given training, follow-up, and resources that need to be successful in their role, both as a new hire and ongoing
- Utilizes technology to the peak of its ability to reduce errors and increase efficiency.
- Maintain a Skills Requirement Audit System that will allow the employees to have clarity on the expectations of their role, by being given timely feedback on their performance.
- Provides written policies and procedures to the team members that are to be followed to achieve optimum consistency in the department.
- Manages complaints, customer service issues and internal conflict resolution.
- Maintains working knowledge of all other departments.
- Works with team members to develop clear action plans for immediate and future development ensuring accountability measures are in place.
- Ensure team members deliver outstanding patient care, by modeling and coaching the appropriate professional behavior.
- Enforcement of corporate policies and procedures
- Collaborates with the department Director when employee performance is not meeting expectations to develop a performance improvement plan for said employee with specific measurable goals with due dates.
- Monitors industry trends and technological advances to identify future improvements and their impact.
- Conducts 1:1 meetings with Contact Center staff
- Creates employee schedules and ensures proper staffing during all hours of operation.
Other Essential Functions
- Participates in department and company meetings, as requested.
- Must be willing and able to work a variety of hours and work in various locations as needed.
- Performs other duties as assigned.
Education & Licensing
- High School Diploma, or equivalent, required.
- Bachelor's degree in Business or Health Administration preferred.
Experience
- 1 year experience in leadership, preferably in a call center environment.
- 2 years' experience in Medical Contact Center preferred.
Comprehensive Benefits Package
- Health insurance
- Dental insurance
- Paid Parental Leave
- Employer paid life and accidental death and dismemberment benefit
- Employee assistance program (EAP) benefit
- Company matched 401(k) plan
- Flex spending accounts (medical and dependent care)
- Health Savings Account
- Voluntary Benefits and Life Insurance Coverage
- PTO Accrual begins on Date of Hire
- Floating Holiday Day
- Annual Scrubs allowance for clinic employees
- Free annual eye exams for you and your immediate family
- Significant discounts on our services and products for employee and immediate family members
Job Type: Full-time
Associated Eye Care is an Equal Opportunity/Affirmative Action Employer
Job Tags
Holiday work, Full time, Immediate start,