Call Center Manager Job at SB Clinical Practice Management
SB Clinical Practice Management Commack, NY
$94,882 - $132,939 a year
Overview:
The individual should have an objective approach to evaluating situations and making important decisions in order to balance workflow to meet demands. Must be an excellent problem solver, with strong interpersonal and communication skills. Must demonstrate the ability to gain the confidence, trust, and respect of providers and patients.
Contact Center Manager - Stony Brook CPMP Ambulatory
Location: Commack, NY
Schedule: Full time
Days/Hours: Monday - Friday; 8:30 AM - 5 PM
Salary Range: $94,882-$132,939
(pay will be determined based on experience, preferred qualifications, and education)
Our compensation philosophy aims to provide marketable compensation programs and to compensate employees based on relevant experience and education. Individual compensation discussions begin during the hiring process and may occur during job review and promotional opportunities. Salaries vary depending on experience, education and current market for the position. Human Resources determines the external and internal equitable salary for each employee.
Responsibilities:
Summary: Under the direction of the Director of Ambulatory Operations the Contact Center Manager will oversee and manage the Ambulatory Contact Center Referral Department to create a positive patient experience. This position is responsible for creating and implementing policies and procedures, setting goals, and identifying key performance drivers. This individual will have the ability to gather data and analyze metrics to identify trends, create reports, and refine processes—all for the purpose of improving patient experience.
The individual should have an objective approach to evaluating situations and making important decisions in order to balance workflow to meet demands. Must be an excellent problem solver, with strong interpersonal and communication skills. Must demonstrate the ability to gain the confidence, trust, and respect of providers and patients.
Job Duties & Essential Functions:
Implementation:
- Partner with stakeholders to develop, identify and implement process improvements to optimize contact center efficiency and performance.
- Collaborate effectively with cross functional teams.
- Identify and implement best practices to support consistent patient experience.
- Assist in building a team of successful patient contact center representatives by providing coaching, training, education on industry and service line standard protocols, developing key performance metrics that support the strategic and clinical priorities of Stony Brook Medicine.
Contact Center Management:
- Manage and improve contact center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
- Monitor the productivity to effectively meet patient service goals.
- Develop and evaluate contact center performance reports.
- Works across various specialties and fosters a culture of candor, trust, and respect to cultivate strong working relationships and engagement.
- Manage referral team who will be the direct point of contact for all patient referrals.
- Develop and implement satisfactory solutions for dissatisfied patients.
Patient Referral:
- Handle both inbound and outbound patient calls.
- Monitor referrals and ensuring they are being prioritized by urgency of care.
- Coordinate initial referrals; make initial appointments and follow up appointments for patients.
- Outreach to patients regarding their care; collect and verify patient insurance and schedule appointments, follow up with referrals to ascertain attendance and obtain completed report.
- Maintain an accurate record of referral patients’ appointments.
- Other duties as assigned.
Required Qualifications:
- Associate’s degree in relevant field; in lieu of degree, 2 additional years of experience in a call center/patient referral position.
- 3 years’ experience in call center/patient referral management.
- Supervisory experience.
Preferred Qualifications:
- Bachelor’s degree in relevant field.
- Prior experience with call center implementation or restructuring of call center workflows.
- Exposure to industry best practices for call center optimization.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with patients, office staff and medical providers. The employee must be able to exchange accurate information in these situations. This position is largely sedentary and requires the employee to remain stationary for a majority of the day. Any additional physical demands will be outlined and provided by management.
The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of CPMP.
CPMP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected status. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall and transfer, leaves of absence, compensation and training.
CPMP expressly prohibits any form of workplace harassment based on race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status. Improper interference with the ability of CPMP’s employees to perform their job duties may result in discipline up to and including discharge.
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