What are the responsibilities and job description for the CALL CENTER MANAGER position at Appalachian Regional Healthcare, Inc.?
Overview
This management position will oversee all daily activities at the referral call center including but not limited to: oversight and scheduling of call center staff, monitoring call volumes and wait times, developing scripts for referral service representatives, ensuring proper phone etiquette is followed, training of customer service representatives, liaison activities to promote the referral center, handle complaints and the development of monthly reports to determine overall progress and performance of the call center.
Responsibilities
Oversight of Referral Center Representatives.
Development of processes and procedures for representatives to follow.
Managing schedules to ensure appropriate staffing during peak call times.
Reporting and monitoring of Referral Center data.
Qualifications
Minimum Education:
Bachelor’s Degree in Marketing or Healthcare Related Field preferred
Required Skills, Knowledge and Abilities:
Computer knowledge (Microsoft Word, Microsoft Excel, Practice Plus), Great Communication Skills, Positive Attitude, Self-Motivated, Organizational skills, Medical terminology, Problem solving, Patient Advocate, Capable of multi-tasking.
Exceptional Customer Service skills
Minimum Work Experience:
5 years in Healthcare
Supervision/Work experience in physician offices
