Job Description
Department:
11597 Non Enterprise Corporate - Switchboard Status:
Full time Benefits Eligible:
Yes Hours Per Week:
40 Schedule Details/Additional Information:
Primary Shift 4p-midnight, every other weekend and holidays. Various shifts based on departmental needs. Pay Range $25.30 - $37.95 EDUCATION/EXPERIENCE:
Bachelor's degree in Business, Psychology or other related field.
Extensive experience will be considered in lieu of a degree. Minimum of 2 year's management experience preferred Experience in training adults preferred Customer service experience preferred LICENSURE, CERTIFICATION, and/or REGISTRATION
N/A ESSENTIAL FUNCTIONS
Supervises call center staff to accomplish the objectives of the Service Response Center includingcoverageandaccountability24/7. This includes assisting with the hiring, coaching, reviewing and scheduling of staff. Monitors Key Performance Indicators to ensure that metrics meet objectives. Assists with achieving financial objectives of the Call Center, including the development of the operating and capital equipment budgets as requested. Performs and documents phone audits as part of the Quality Assurance program. Provides feedback to teammates in real-time as needed and on a scheduled quarterly basis. Assists Manager and Lead with new staff orientation and training. Assists with training all staff on new processes. Answers a variety of inbound call center calls during peak periods and at other times as available to help meet Key Performance Indicators and to assist teammates. Coaches and leads call center reps as they provide support to customers. Handles callers' complaints in a professional manner and seeks to provide resolutions. Assists Manager with maintaining good relationships with Health System departments that are supported by the Service Response Center. Participates in regularly scheduled meetings with key departments. Demonstrates responsibility for personal development by participating in continuing education offerings and department / hospital activities. SKILLS/QUALIFICATIONS
Excellent oral and written communication skills Strong interpersonal and active listening skills Good organizational skills and attention to detail Competency with Microsoft Word and Excel Demonstrated computer skills Exceptional customer skills are a must Clear and calm telephone-speaking voice WORK ENVIRONMENT
Clean, well-lit, comfortable office setting when working in-house Quiet and private location a requirement when working remotely Subject to interruptions and stressful situations PHYSICAL REQUIREMENTS
0%35%65%tototo35%65%100%N/AActivityxStandingxWalkingxSittingxBendingxReaching with armsxFinger and hand dexterityxTalkingxHearingxSeeingXLifting, carrying, pushing and or pulling:x 20 lbs. maximum x 50 lbs. maximum x 100 lbs. maximum Our Commitment to You:
Advocate Health offers a comprehensive suite of Total Rewards:
benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more - so you can live fully at and away from work, including: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Note:
Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation's largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient's experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It's offering more sites of care than any other health system in the Midwest. But there's a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we'll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care
