Patient Accounting Service Center, LLC is Hiring a Workforce Manager - Onsite Near Houston, TX
Position Responsibilities
Monitors call flows to ensure inbound and outbound calls are routing properly.
Proactively notifies management of any changes in call patterns and volumes.
Creates call trend reports, graphs and analyses and submits to management.
Reports call stats to business unit management throughout the day and at month end.
Creates and posts accurate schedules in a timely manner to best accommodate call volumes.
Makes recommendations on staffing levels based on call volume/stats.
Proactively notifies management of any changes in call patterns and volumes.
Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommends adjustments as necessary for optimal phone coverage.
Reports attendance infractions to management and may recommend corrective action.
Recommends to management opportunities to increase staff adherence to manned time, production goals and talk times.
Assigns skill profiles to reps throughout the day in order to facilitate best available resource call routing.
Works closely with Business Unit Managers, Trainer(s) to ensure call center functions properly
Works with Recruiting to ensure proper staffing
Stays current on internal work processes, policies, and procedures (billing adjustment policy, etc.)
Surfaces recurring problems with work processes, policies, or procedures; contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity
Participates in activities designed to improve customer satisfaction and business performance.
Performs other duties and responsibilities as assigned.
Education and Experience
High school diploma or equivalent.
Minimum of three years’ experience in call center workforce management or related field.
Strong PC skills with proficiency in MS Office Suite, particularly Excel, Word and PowerPoint.
Minimum of one year in a leadership role
Proven ability to work independently and meet tight deadlines
Excellent oral and written communication skills.
Solid customer service and relationship building skills.
Excellent organizational skills.
High degree of professionalism and ability to maintain confidentiality when performing all job duties.
Work environment /Physical requirements
Work environment is an office location. The position requires the dexterity to operate office equipment such as a personal computer, keyboard, mouse and telephone
Occasional lifting may be required up to 25 lbs.
Must be able to sit for extended periods of time
Additional Notes
This role profile is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position
Please do not call. Not accepting 3rd Party Solicitors or Staffing Agencies
GetixHealth is an equal employment opportunity employer.
Education
Required
High School or better
Behaviors
Required
Enthusiastic: Shows intense and eager enjoyment and interest
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Leader: Inspires teammates to follow them
Motivations
Required
Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
Self-Starter: Inspired to perform without outside help
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization