CALL CENTER MANAGER

Appalachian Regional Healthcare Inc.; Hazard (KY); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic management professional to oversee daily operations at a referral call center. This role involves supervising staff, monitoring call volumes, and developing effective training programs. The ideal candidate will possess strong communication skills and a positive attitude, with a background in healthcare and experience in supervisory roles. Join a team dedicated to providing exceptional customer service and improving patient advocacy. This is a fantastic opportunity for someone who thrives in a fast-paced environment and is eager to make a significant impact.

Qualifications

• 5 years experience in healthcare with supervision in physician offices.
• Bachelor's degree in marketing or healthcare preferred.

Responsibilities

• Oversee daily activities at the referral call center.
• Manage schedules and ensure appropriate staffing during peak times.

Skills

Microsoft Word

Microsoft Excel

Practice Plus

Great Communication Skills

Positive Attitude

Self-Motivated

Organizational Skills

Medical Terminology

Problem Solving

Patient Advocate

Capable of Multi-tasking

Education

Bachelor’s Degree in Marketing

Bachelor’s Degree in Healthcare Related Field

Job description

Overview

This management position will oversee all daily activities at the referral call center including but not limited to: oversight and scheduling of call center staff, monitoring call volumes and wait times, developing scripts for referral service representatives, ensuring proper phone etiquette is followed, training of customer service representatives, liaison activities to promote the referral center, handle complaints and the development of monthly reports to determine overall progress and performance of the call center.

Responsibilities

Oversight of Referral Center Representatives.

Development of processes and procedures for representatives to follow.

Managing schedules to ensure appropriate staffing during peak call times.

Reporting and monitoring of Referral Center data.

Qualifications

Minimum Education:

Bachelor’s Degree in Marketing or Healthcare Related Field preferred

Required Skills, Knowledge and Abilities:

Computer knowledge (Microsoft Word, Microsoft Excel, Practice Plus), Great Communication Skills, Positive Attitude, Self-Motivated, Organizational skills, Medical terminology, Problem solving, Patient Advocate, Capable of multi-tasking.

Exceptional Customer Service skills

Minimum Work Experience:

5 years in Healthcare

Supervision/Work experience in physician offices