Call Center Manager Full Time Tampa LifeHope at AdventHealth

Date Posted: 1/16/2020

Job Snapshot

  • Job Schedule
    Full-Time
  • Location:
    Tampa, FL
  • Job Category
  • Date Posted:
    1/16/2020
  • Job ID:
    20000835
  • Job Family
    Physician Services
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day
  • Application Zone
    1-Shared Services
  • Organization
    AdventHealth Medical Group West FL

Job Description


Description

Call Center Manager AdventHealth Medical Group West Florida

Location Address: 12470 Telecom Drive Suite 100, Tampa, Florida 33637

Top Reasons to Work at AdventHealth Medical Group West Florida

Rollover PDO with service year increases in accrual

Comprehensive benefits package; including tuition reimbursement and matching 403b plan

Patient facing positions receiving company paid initial sets of scrubs

Company Discount programs

Growing Organization 

 

Work Hours/Shift:

Full Time

You Will Be Responsible For:

  • Promotes the mission, vision, values, and service standards of AdventHealth to employees, patients, and other contacts outside the facility.

  • Demonstrates good communication skills respectfully and courteous when interacting with patients, co-workers, physicians, and colleagues within department.

  • Provides for a safe and complete environment for the delivery of patient care through operational processes and protocols, inventory control, and equipment checks. Corrects any known deficiencies.

  • Maintains effective relationships and open communication with patients, families, management, staff, contractors’ insurance companies and the outside community.

  • Works with their leadership in recruitment, selection, orientation, evaluation of staff and dismissal, with the exception of employed physicians.

  • Ensures that all checks and balances are captured and entered within the timelines established by management.

  • Ensures that all tasks are addressed and worked based upon the turn-around guidelines established by management

  • Coordinates/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 for AdventHealth, in collaboration with marketing departments and the management team, if necessary, for call center initiatives.

  • Assures the call center follow HIPAA and security regulations.

  • Assures staff is scheduled to provide adequate coverage during all hours of operation using flexible staffing when appropriate.

  • Ensures accurate time and attendance records are kept and reported in a timely manner.

  • Works with Leadership in progressive coaching and counseling to develop or discipline employees as necessary.


Qualifications

What You Will Need:

 

  • 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 in order 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.

  • High school graduate or equivalent required. 

  • 2 years’ experience in the medical field is required.

  • 2 years’ experience in supervisory and management related to call center.

  • KNOWLEDGE AND SKILLS PREFERRED:

  • 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 AND EXPERIENCE PREFERRED:

  • Associates Degree in a related of study is preferred.

Job Summary:

The Call Center Manager is responsible for the day-to-day operational success of the assigned center.  They are responsible to provide support, including compliance, auditing, ensures cost-effective, high-quality customer service for all patients/callers.  Responsible for meeting and possibly setting customer service targets as well as planning areas of improvement or development.  Works to create an environment of efficient operations in cooperation with the appropriate support systems to provide timely and accurate information as needed.  Determines call center operational strategies by conducting needs assessments, performance reviews and capacity planning.  Manager to contribute information and analysis to organizational strategic plans. Responsible for measuring and maintaining agreed upon metrics and reporting standards.   Responsible for ensuring the consistent and appropriate interpretation, evaluation and application of the policies and procedures as established by AdventHealth. 

Call center managers ensure that calls are answered by staff with in the agreed time scales and in an appropriate manner.  Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow.  Identifies and evaluates technologies, defines user requirements; production productivity, quality and customer service.  Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow. 



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

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