Manager, Patient Care Contact Center

Position SummaryThe Manager Patient Care Contact Center is responsible for managing the hiring onboarding and engagement of contact center staff to provide excellent service to ACCESS patients/customers. The Manager will set objectives analyze contact center metrics ensure that the company and staff goals are consistently met and provide reliable efficient support for patients/customers. The Manager will work with Health Center Leadership and staff for continuous Job ResponsibilitiesFoster and maintain a high-performing contact center culture focused on delivering exceptional service and support to patients customers and the day-to-day operations of the Contact Center ensuring service levels productivity quality and operational objectives are consistently monitor and report on key performance indicators (KPIs) service metrics and operational goals to drive performance and continuous workforce and resource plans to optimize staffing levels scheduling technology utilization and operational regular leadership and team huddles to communicate priorities reinforce expectations and support operational operational and customer service data including appointment conversion rates scheduling effectiveness service levels quality metrics and customer experience trends and implement improvement onboarding training and development programs to ensure employees possess the knowledge skills and competencies required for and resolve escalated patient customer and operational issues while promoting a high level of service recovery and and continuously improve contact center processes workflows quality assurance standards and customer service practices to enhance performance and departmental budgets monitor expenses and ensure responsible stewardship of organizationalPerform other duties as and PreferencesHigh school diploma or GED required; bachelors degree in Business Administration Healthcare Administration or a related field of four (4) years of customer service experience required; experience in a healthcare medical center or contact center environment of one (1) year of leadership experience as a Team Lead Supervisor or equivalent role required with responsibility for supporting a service-oriented team focused on delivering high-quality customer patient and employee analyzing operational and financial data including cost-effectiveness productivity and performance metrics proficiency in Microsoft Office applications including Excel Word Outlook and PowerPoint proficiency using contact center systems telecommunications platforms workforce management tools and related software applications Conditions and Physical RequirementsWork is performed primarily in a standard office environment with occasional presence at health travel between sites and community events is required.