Semmes Murphey Clinic is committed to implementing a team-based approach to provide excellence in patient care. The Call Center Manager would manage a team of approximately twenty (20) employees and see the entire process of a patient calling in and directing them to respected areas in clinic or taking them through scheduling an appointment.

Equal Opportunity Employer/Veterans/Disabled

ESSENTIAL DUTIES & RESPONSIBILITIES

• Analyze call data for call handling times, traffic flow and Interactive Voice Response (IVR) usage
• Monitor calls and coach staff on call handling techniques
• Perform quality control checks to ensure calls are following the established protocol and physician criteria
• Identify gaps between protocols and executing excellent customer service with patients, referring physicians and other calls to the clinic
• Determine optimal staff levels and scheduling solutions; identify workload of each area and assign cross-trained personnel where needed
• Train new staff members to set accurate expectations and ensure consistency in performance

EDUCATION, EXPERIENCE & CREDENTIALS

Minimum Requirements:

• High school diploma or equivalent
• Five (5) years' experience in call center management or in the healthcare industry
• Previous management/supervisory experience

Preferred:

• Bachelor's Degree in Healthcare Management/Administration, Business Management/Administration or related field of study
• Experience working in a clinical setting
• Demonstrated success as a call center manger

Physical Requirements:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of this position. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the job. While performing these responsibilities the employee is required to talk and hear. The employee is required to sit and stand for long periods of time and have the capability for occasional overhead and low reaching. Physical strength for equipment needs and patient care activities require the employee to be able to lift and/or move at least 50 pounds. Visual and auditory acuity for timely response and patient care assessment activities is required with the ability to move quickly in response to patient needs.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work area is fully equipped, well lit and ventilated. Both nonhazardous and hazardous equipment is present. This position involves Category 1 occupational exposure to blood and other potentially infectious body fluids and material. The noise level in the work environment is usually moderate. Interaction with others is constant and interruptive.

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.