Major Responsibilities:Supervises the day-to-day operational and personnel activities of the pre-service contact center to ensure exemplary customer service and an optimal patient centered experience.Acts as a liaison to Pre-Service Contact Center clients related to questions about day-to-day operations. Resolves complex escalated client concerns and disputes. Ensures patient complaints/issues are appropriately addressed and service recovery is applied when appropriate.Reviews activity reports and works with staff to ensure that performance gaps are identified and continuous improvement efforts are made. Provides ongoing education to staff as new data or pre-service applications are initiated.Develops and implements process improvements and effectively manages change to ensure departmental objectives are met. Assists in the development and maintenance of pre-service productivity and management reporting tools. Monitors queues and tracks phone data, evaluating service levels according to established metrics.Works closely with clinical and business office leadership to maintain high quality, consistent standards.Participates in data review efforts to identify gaps and maximize the pre-service contact center processes, applications, cost-savings and revenue-producing capabilities.Collaborates with workforce and operations analysts to problem-solve and respond to system operation and data reporting issues, involving leadership when appropriate.Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations.Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.
Licensure, Registration, and/or Certification Required:None Required.
Education Required:Bachelor's Degree (or equivalent knowledge) in Business Management or related field.
Experience Required:Typically requires 3 years of experience in health care experience and/or related industry experience.
Knowledge, Skills & Abilities Required:Proven ability to effectively network and problem solve for internal and external customers.Previous health care or pre-service experience. Solid understanding of the health care industry and pre-service applications.Demonstrated effective interpersonal, organizational and decision-making skills. Must have a strong customer service orientation and a creative, positive, sales-oriented approach.Team player, facilitator and risk-taker. Advanced computer skills and knowledge.
Physical Requirements and Working Conditions:Must be available to work a varied work schedule to accommodate the needs of the contact center’s hours of operation. Position requires travel. May be exposed to road and weather hazards. Exposed to a normal office environment.Operates all equipment necessary to perform the job.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.