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
