Call Center Manager

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance

• Paid Time Off from Day One

• 403-B Retirement Plan

• 4 Weeks 100% Paid Parental Leave

• Career Development

• Whole Person Well-being Resources

• Mental Health Resources and Support

• Pet Benefits

Schedule:

Full time

Shift:

Day (United States of America)

Address:

12470 TELECOM DR

City:

TAMPA

State:

Florida

Postal Code:

33637

Job Description:

• Ensures all checks and balances are captured and entered within established timelines.
• Coordinates and assists in specific functions and activities of assigned practice, including IT, accounting, HR, payroll, materials management, engineering, and other support services.
• Supports and participates in marketing initiatives in collaboration with marketing departments and management teams.
• Assures the call center follows HIPAA and security regulations and schedules staff to provide adequate coverage during all hours of operation.
• Works with leadership in progressive coaching and counseling to develop or discipline employees as necessary, ensuring staff schedules are maximized for efficiency and productivity.
• Demonstrates a positive customer service attitude, resolves patient complaints and employee conflicts, and maintains open communication with hospital departments, referring physicians, and staff physicians.
• Researches and prepares reports and presentations related to volume, abandonment rate, wait time, quality, utilization, and more.
• Promotes the mission, vision, values, and service standards to employees, patients, and other contacts outside the facility.
• Demonstrates good communication skills respectfully and courteously when interacting with patients, co-workers, physicians, and colleagues within the department.
• Provides a safe and complete environment for patient care through operational processes, inventory control, and equipment checks, correcting any known deficiencies.
• Maintains effective relationships and open communication with patients, families, management, staff, contractors, insurance companies, and the outside community. Works with leadership in recruitment, selection, orientation, evaluation, and dismissal of staff, excluding employed physicians.
• Other duties as assigned.

Knowledge, Skills, and Abilities:
• Customer Focus, Customer Service
• Verbal Communication, Informing Others
• Process Improvement, Problem Solving
• People Skills, Teamwork, People Management
• Managing Processes, Emphasizing Excellence
• Practical knowledge and experience in working with practice management software systems with the ability to direct workflow to optimize call center operations
• Experience in budgetary finance and accounting skills with regards to call center management and operations
• Current basic computer skills, data input
• Exceptional verbal and written communication skills
• Good business office organizational skills
• Good knowledge of employee management and team/individual coaching techniques
• Ability to work well independently and with others in a team environment
• Ability to multitask functions well in a demanding office environment
• Able to work with a high level of detail accuracy
• Excellent management and verbal/written communication skills; experience in and knowledge of medical office operations and call center operations. Ability to analyze call center metrics as well as to incorporate results of that analysis into department operation.

Education:
• Associate [Preferred]
• High School Grad or Equiv [Required]

Field of Study:
• N/A

Work Experience:
• 2+ experience in supervisory and management related to call center. [Required]
• 2+ experience in the medical field is required. [Required]


Physical Requirements: (Please click the link below to view work requirements)
Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

$49,307.53 - $91,705.34

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.