Call Center Manager
3.
6 Quick Apply 1 day ago Full Job Description About The Villages Health The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 600 team members.
Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members.
Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly.
Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve.
In doing so, The Villages Health is creating America's Healthiest Hometown.
Our Full-time Benefits Medical, Dental & Vision Insurance Matching HSA & 401k PTO & Paid Holidays The Villages Charter School Eligibility & much more! Hiring Events Please bring your resume and join us:
Tuesday, February 28th from 2:
00 PM to 4:
00 PM at Mulberry Grove Care Center (8877 SE 165 Mulberry Lane, The Villages, FL 32162) - RSVPs are encouraged through Eventbrite at https:
//bit.
ly/3EAVBOp
Responsibilities:
Determine call center operational strategies.
Establish productivity, quality and customer-service standards.
Collect and analyze call-center statistics (customer service and sales metrics etc.
) on a daily, weekly, monthly, quarterly and annual basis.
Establish quality assurance protocols, including call recording analysis, performance scorecards, coaching feedback and SLAs.
Monitor, improve and report on key performance metrics.
Recruit and maintain a high performing call center team by selecting, orienting, training, assigning, coaching and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising and reviewing job contributions; developing scripts and handbooks; planning and reviewing compensation actions; enforcing policies and procedures.
Become an expert of The Villages Health service lines, including in primary care and multi-specialty care services.
Develop a full understanding of The Villages Health patient experience and how the call center contributes to important business outcomes.
Contribute valuable data insights and analysis for organizational strategic plans and reviews.
Build relationships with clinical and clerical leadership in the Care Centers; use best practices for collaborating, problem-solving and servicing patient needs as a team.
Serve as first point of contact for technology concerns, as well as communication and implementation of processes within the call center (Email, Fax, Phone, Cisco Contact Center, Call Recording, Voice Overs, etc.
).
Adhere to compliance and HIPPA regulations.
Manage Call Center Supervisors.
Report to the Executive Director of Marketing & Sales.
Education/Experience Requirements:
Bachelor's degree Call Center Supervisor certification desired 5 year experience in customer service for healthcare (medical centers) 5 year experience in call center progressive leadership management role Experience using enterprise level call center software, Cisco Contact Center preferred Experience using EMR solutions, Athena preferred Experience using CRM software Knowledge of Medicare insurance preferred Passion for patient service and The Villages Health mission and core values Location:
Join our Patient Support Center team located at the Spanish Springs administrative offices - Main Street, The Villages, FL 32159 Questions? Contact us at recruitment@thevillageshealth.
com Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
6 Quick Apply 1 day ago Full Job Description About The Villages Health The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 600 team members.
Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members.
Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly.
Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve.
In doing so, The Villages Health is creating America's Healthiest Hometown.
Our Full-time Benefits Medical, Dental & Vision Insurance Matching HSA & 401k PTO & Paid Holidays The Villages Charter School Eligibility & much more! Hiring Events Please bring your resume and join us:
Tuesday, February 28th from 2:
00 PM to 4:
00 PM at Mulberry Grove Care Center (8877 SE 165 Mulberry Lane, The Villages, FL 32162) - RSVPs are encouraged through Eventbrite at https:
//bit.
ly/3EAVBOp
Responsibilities:
Determine call center operational strategies.
Establish productivity, quality and customer-service standards.
Collect and analyze call-center statistics (customer service and sales metrics etc.
) on a daily, weekly, monthly, quarterly and annual basis.
Establish quality assurance protocols, including call recording analysis, performance scorecards, coaching feedback and SLAs.
Monitor, improve and report on key performance metrics.
Recruit and maintain a high performing call center team by selecting, orienting, training, assigning, coaching and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising and reviewing job contributions; developing scripts and handbooks; planning and reviewing compensation actions; enforcing policies and procedures.
Become an expert of The Villages Health service lines, including in primary care and multi-specialty care services.
Develop a full understanding of The Villages Health patient experience and how the call center contributes to important business outcomes.
Contribute valuable data insights and analysis for organizational strategic plans and reviews.
Build relationships with clinical and clerical leadership in the Care Centers; use best practices for collaborating, problem-solving and servicing patient needs as a team.
Serve as first point of contact for technology concerns, as well as communication and implementation of processes within the call center (Email, Fax, Phone, Cisco Contact Center, Call Recording, Voice Overs, etc.
).
Adhere to compliance and HIPPA regulations.
Manage Call Center Supervisors.
Report to the Executive Director of Marketing & Sales.
Education/Experience Requirements:
Bachelor's degree Call Center Supervisor certification desired 5 year experience in customer service for healthcare (medical centers) 5 year experience in call center progressive leadership management role Experience using enterprise level call center software, Cisco Contact Center preferred Experience using EMR solutions, Athena preferred Experience using CRM software Knowledge of Medicare insurance preferred Passion for patient service and The Villages Health mission and core values Location:
Join our Patient Support Center team located at the Spanish Springs administrative offices - Main Street, The Villages, FL 32159 Questions? Contact us at recruitment@thevillageshealth.
com Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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