Contact Center Manager

Contact Center Manager AdventHealth Medical Group Central Florida Maitland, FL Job Details Full-time $59,652.52

• $110,956.

61 a year 1 day ago Benefits Paid parental leave Disability insurance Health insurance Dental insurance Paid time off Parental leave Vision insurance 403(b) Benefits from day one Life insurance Qualifications Athenahealth Healthcare onboarding training Clinical staff performance evaluation Insurance third-party billing Cost management Employee onboarding Financial operations Accounting systems Staff supervision Team member evaluation Microsoft Excel Healthcare industry recruitment Microsoft Outlook Data analysis reporting Managing teams in a customer support role Phone communication Team leadership Staff scheduling Operations coordination planning Patient management software Patient complaint handling Team scheduling No experience needed Performance feedback (performance evaluation method) Mid-level Cost control Talent development Reporting and dashboarding tools High school diploma or GED Team development Full Job Description 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:

2600

WESTHALL LN City:

MAITLAND

State:

Florida Postal Code:

32751

Job Description:

Promotes the philosophy, mission, vision, values, and service standards of the organization to employees, patients, and external contacts. Provides a safe and complete environment for patient care delivery through operational processes, inventory control, and equipment checks, correcting any deficiencies. Works with Talent Acquisition and Human Resources in recruitment, selection, orientation, evaluation, and performance management of staff. Supports offices in a cost-effective, efficient manner, ensuring phone staff deliver high-quality services in a courteous and friendly atmosphere. Oversees contact center start-up in new physician practices, including newly recruited physicians and acquisitions. Coordinates with the assigned practice leadership to monitor and improve practice operations related to access, including flow management, documentation, training, staffing, and provider support. Coordinates and participates in new hire training, providing feedback to Practice Leadership on post-training performance regarding access processes. Maintains current job descriptions, completes performance evaluations, ensures staff competency, supervises, schedules, coordinates PDO usage, assigns duties, and ensures department coverage.

Knowledge, Skills, and Abilities:

Experience in fiscal management and human resource management techniques. Knowledge of accounting systems, hospital and physician insurance billing and collecting. Skills in planning, organizing, and supervising, coupled with demonstrated ability in exercising initiative, judgment, problem-solving, and decision-making. Good communication skills, both written and verbal, with an emphasis on discretion when discussing confidential matters and excellent telephone etiquette. Proficient in Microsoft Office programs (Excel, Word, Outlook, etc.) and technological aptitude to master additional programs and technologies, including EPIC, Five9, Athena, Cerner, CRM, telephony, and electronic health records. Ability to develop guidelines, processes, and training materials for employees, lead or facilitate training and education, and manage and train employees in a virtual healthcare setting. Knowledge of KPIs and Call Center Best Practices. Ability to work with internal and external partners to improve patient care coordination and responsive to the ever-changing matrix of healthcare needs. Ability to run reports in EHR software, develop analytical reporting, and use data analytics to drive operational, quality, and financial performance. Management of virtual workforce, setting accountabilities for the team, and proven team builder with experience in developing organizational culture. Detail-oriented, adaptable, assertive in collections, self-motivated, and a quick thinker in addressing patient complaints.

Education:

Bachelor's Degree [Required]

Work Experience:

3+ experience in contact center environment or relevant healthcare experience or completion of AH residency program [Preferred] 2+ leadership experience in healthcare and/or contact center environment [Preferred]

Additional Information:

An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement:

• Bachelor's degree and no experience OR
• Associates degree and 2+ years' experience OR
• High School Diploma or equivalent and 4+ years of experience.

Physical Requirements:

(Please click the link below to view work requirements) Physical Requirements

• https://tinyurl.

com/23km2677

Pay Range:

$59,652.52

• $110,956.

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