Contact Center Manager chez LOWER LIGHTS CHRISTIAN HEALTH CENTER INC

Description

ABOUT LLCHC 

Lower Lights Christian Health Center (LLCHC) transforms the overall health of Central Ohio, serving one individual at a time. We are focused on whole-person wellness, available to ALL in Central Ohio who need it, regardless of ability to pay!  In 2019 alone, we served over 12,000 patients - with 40% being uninsured - and totaled 50,000+ medical encounters!

SUMMARY: 

The Contact Center Manager contributes to the company mission by managing and providing strategic direction to the contact center team lead, the contact center’s customer service representatives, templating specialist, and medical interpreters.  Primary responsibility for successful team member staffing, training, performance, quality measurements, and the streamlining of processes, also resides with this position.  This position works in collaboration with the Director of Operations, Business Operations Manager, Senior Team members, Practice Managers, Providers, Director of Human Resources, and other supervisors.  Key to this position is ensuring employee, provider, and patient satisfaction through consistent and open communication, and effective employee onboarding, coaching and engagement.  This is a mid-level management position. 

 

ESSENTIAL JOB RESPONSIBILITIES:  

 

RESPONSIBILITY 1. Customer Service / Daily Operations 

1. Coordinate the hiring, supervision, hands-on training, evaluation, and termination of customer service representatives; conduct refresher training as needed with assistance from team lead. 

2. Focus on aspects of customer satisfaction and care, both external and internal. 

3. Develop and guide delivery of training material for customer service staff, patient communication specialist, and medical interpreters. 

4. Be the "champion" for excellent patient centered customer service within the organization. 

5. Serve as the 3rd level of contact with patients to resolve complaints and concerns. 

6. Maintain and update Patient Grievance Log along with contributors;  “own” the Grievance Log for auditing purposes.  

7. Manage the process for any tool used to regularly communicate with patients, such as Solutionreach, and refine those tools as needed for optimized patient contact. 

8. Manage Lower Lights’ phone system partner relationship, as well as the messaging related to the phone system for site closures, our on-hold messages, any automated callback messaging and handling, and the like. 

 

RESPONSIBILITY 2. Performance Management 

1. Develop in tandem with the rest of the operations team, customer service-related and patient-facing process improvement projects. 

2. Create and assure maintenance of tracking mechanisms (shared sheets, etc.), scorecards, and other team and individual performance evaluation methods. 

3. Assure the success of ancillary contact center activities such as appointment reminder texts, email, and voicemails, the NextGen Patient Portal, and rescheduling of patient appointments as necessitated by provider template changes. 

4. Lead team toward continuous performance improvement by regular measurement and discussion of key metrics, coaching on weaker metrics, and celebration of successes. 

5. Schedule and lead monthly team meetings to keep members abreast of changes and discuss issues at hand; embed speakers from other departments into these meetings regularly for education purposes. 

6. Create initial standard work instructions and measurements for customer service representatives, patient communication specialist, and medical interpreters. 

 

 RESPONSIBILITY 3. Quality 

1. Take ownership of errors made within the team and develop resolutions;  amend standard work instructions and retrain as needed to address recurring issues. 

2. Handle issues escalated by team lead and other departments, to closure. 

3. Review monthly telephone call audits with all representatives in individual 1:1 meetings;  and schedule quarterly audit reviews as directed. 

4. Arrange and deliver quarterly call audit calibration meetings with manager and select senior staff members. 

5. With input and prior approval from management, arrange for customer service-related training and development, as well as desired training or recertification training needed for medical interpreters. 

6. Work with management on customer service improvement initiatives to address findings from satisfaction surveys, and to support Lower Lights’ strategic plan. 

 

RESPONSIBILITY 4. Other LLCHC Responsibilities 

1. Manage special projects as assigned,  

2. Work with operations staff to promote quality and cost-effective daily operations. 

3. Establish and maintain good interpersonal relationships with patients, their families, the public and co-workers. 

4. Work collaboratively with all other staff to assist the patient and facilitate successful patient interaction with the practice team. 

5. Reflect and carry forward the mission and goals of the practice both internally and throughout the community. 

6. Treat all employees with respect and dignity in accordance with non-discriminatory policy and procedure. 

 

 

Qualifications

QUALIFICATIONS: 

 

• Bachelor Degree in Business or related field, or equivalent experience preferred   

• 1 year of management experience preferred. 

• 1-2 years Call Center or Contact Center supervisory experience preferred. 

• Project management, report creation, and data analysis experience preferred; the ability to think and perform strategically is critical. 

• 1-2 years medical office experience preferred. 

• Proficiency in verbal and written communication skills. 

• Computer experience with NextGen and Microsoft Office products preferred, with proficiency in Excel highly preferred. 

• Must possess strong customer service skills. 

• Must have strong team orientation. 

• Contact Center Manager must be extremely reliable, punctual, very well organized, and at times available outside of core work hours. 

• Ability to handle numerous tasks simultaneously, and work in a busy environment. 

• Good follow-up skills, and ability to function under pressure are critical skills. 

• Must be able to promote and provide the means for good working team relationships within and across all departments. 

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