Contact Center Manager Job at Confluence Health
Salary Range: $32.67 - $56.63 Overview:
Position Reports To: Director of Contact Center Services Essential Functions:
Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times. Position Requirements:
Physical/Sensory Demands For This Position:
Located in the heart of Washington, we enjoy open skies, snow-capped mountains, and the lakes and rivers of the high desert. We are the proud home of orchards, farms, and small communities. Confluence Health actively supports the communities we serve and their quality of life through our community support program and through our individual efforts as involved community members.
Employees of Confluence Health receive a wide range of benefits in addition to compensation.
- Medical, Dental & Vision Insurance
- Flexible Spending Accounts & Health Saving Accounts
- CH Wellness Program
- Paid Time Off
- Generous Retirement Plans
- Life Insurance
- Long-Term Disability
- Gym Membership Discount
- Tuition Reimbursement
- Employee Assistance Program
- Adoption Assistance
- Shift Differential
For more information on our Benefits & Perks, click here!
Summary:
Manages Contact Center human, financial, and materials resources. Collaborates in a team relationship with the Revenue Cycle, Clinical Area Leaders, Medical Directors, Physician Leadership, Administrators, and Staff to provide appointment scheduling, new patient access, Medication Refill pre-work, switchboard, answering service, and critical telephone triage services. Virtual care scheduling, patient placement, patient portal guidance, and set-up are also included in these services. The Contact Center will grow to include additional services such as Omni-Channel care for patients such as, but not limited to email, live chat and navigator services. The Manager of the Contact Center is responsible for daily operations and collaborates with Revenue Cycle and Clinical leadership on strategic direction for the departments of Contact Center and Switchboard.
Position Reports To: Director of Contact Center Services
- Assist with the procurement, design and equipping of Contact Center space.
- Select, develop, and manage employees within the Contact Center. Determine optimal staffing, with development of job descriptions and the hiring process. Oversee Interviews and hiring of new staff/vacated positions.
- Additionally Manages the consolidated Switchboard Dept.
- Foster excellent work environment by ensuring staff are well trained and customer service oriented.
- Develop policies and procedures for the Contact Center and Switchboard Department.
- Monitor patient feedback and resolves patient complaints or service type issues.
- Seek out products, system improvements and best practices that promote efficiency and standardization across the system.
- Develop Contact Center and Switchboard metrics and department goals.
- Responsible for managing the daily operations. Oversees scheduling, payroll (timekeeping), selection and placement of new staff, discipline and performance management.
- Promote and support a positive image of the Contact Center and Switchboard inside and outside of the organization.
- Manage the flow of both depts. to ensure compliance, access, efficiency and patient safety and satisfaction.
- Monitor data for problem areas, variances, and trends to Key Performance Indicators and ensure reports provide accurate and timely information about Contact Center and Switchboard performance.
- Develop and maintain interdepartmental relationships and partner with multiple disciplines throughout the CH system to enhance and support effective operation of the Contact Center and Switchboard.
- Profit and loss monitoring and responsibility for the Contact Center and Switchboard Departments, to include expenses and budgeting.
- Oversee the development of business and workflow requirements, future state workflows, and workflow reengineering (process improvement/Lean).
- Integrate clinical and financial requirements in support of effective Revenue Cycle operations.
- Manages, coaches, mentors, and develops succession Training plans with the assistance of the Contact Center Supervisor and Contact Center Lead Trainer.
- Disciplines and terminates employees as required in consultation with Human Resources.
- Conducts regular staffing meetings.
- Is fully accessible to team by sitting on the Gemba floor. Remains available to listen, advise, and counsel staff in a confidential manner
- Oversees the Medical Assistant team in the Contact Center that handles New Patient In-takes for Primary Care.
- Oversees, monitors, and ensures that the Nurse Telephone Triage RNs in the Contact Center handle our Triage patients with safety by using the Triage Logic/Schmitt-Thompson protocols with quality and the utmost safety. Is a Super Administrator in this application.
- Oversees the Contact Center MAs handling of our pain patients.
- Works with our contractor Access Nurse/Team Health and our primary and specialty care depts. on-board with after-hours/weekend coverage for on-call triage needs.
- Manages and oversees the Contact Center Leadership team to include the Contact Center Lead, Contact Center Lead Trainer and Contact Center Supervisor.
- Teaches other Managers and Directors how to use GNAV, (Global Navigation).
- Other duties as assigned.
Demonstrate Standards of Behavior and adhere to the Code of Conduct in all aspects of job performance at all times.
Being fully vaccinated against COVID-19 is an essential requirement of working at Confluence Health. Religious and medical exemptions will be considered upon request.
Qualifications:
Required:
- 6 years recent/relevant experience with at least 2 years leadership experience.
- Must demonstrate leadership experience in call centers and be skilled in call center forecasting and scheduling applications and equipment.
- Must have demonstrated excellent verbal and written communication skills.
- Must possess strong computer skills related to Windows and MS Office.
Desired:
- Associate’s or Bachelor’s degree
- Lean/Six Sigma certification.
- Knowledge of MS Office, Global Navigation and Epic.
- Knowledge of Washington State and federal communications laws.
- Knowledge of ICD-10, CPT coding, and medical terminology.
O = Occasional, represents 1 to 25% or up to 30 minutes in a 2 hour workday.
F = Frequent, represents 26 to 50% or up to 1 hour of a 2 hour workday.
C = Continuous, represents 51% to 100% or up to 2 hours of a 2 hour workday.
Physical/Sensory Demands For This Position:
- Walking - O
- Sitting/Standing - C
- Reaching: Shoulder Height - F
- Reaching: Above shoulder height - F
- Reaching: Below shoulder height - F
- Climbing - O
- Pulling/Pushing: 25 pounds or less - O
- Pulling/Pushing: 25 pounds to 50 pounds - O
- Pulling/Pushing: Over 50 pounds - O
- Lifting: 25 pounds or less - F
- Lifting: 25 pounds to 50 pounds - O
- Lifting: Over 50 pounds - O
- Carrying: 25 pounds or less - O
- Carrying: 25 pounds to 50 pounds - O
- Carrying: Over 50 pounds - O
- Crawling/Kneeling - O
- Bending/Stooping/Crouching - F
- Twisting/Turning - F
- Repetitive Movement - F
Working Conditions:
Normal office environment which consists of sitting at a desk for long periods of time talking with patients and employees, talking on the telephone, or working on the computer. Driving to branch offices on a periodic basis required. Predominately daytime work hours with periodic need to attend early morning and evening meetings. May at times or on a more regular basis be working from a quiet place/home office at your residence. There is mental stress and pressure associated with this position.
Job Classification:
-
FLSA: Exempt
-
Hourly/Salary: Salary
Physical Exposures For This Position:
- Unprotected Heights - No
- Heat - No
- Cold - No
- Mechanical Hazards - No
- Hazardous Substances - No
- Blood Borne Pathogens Exposure Potential - No
- Lighting - No
- Noise - No
- Ionizing/Non-Ionizing Radiation - No
- Infectious Diseases - No
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