Office Clerk (Remote)

Better Hearing Centers; Washington (District of Columbia); Remote; USD 75,000 - 95,000; Full time

Job summary

A leading healthcare company seeks a Manager for their Patient Care Contact Center in Washington, D.C. The role involves managing staffing, analyzing performance metrics, and ensuring quality service to enhance patient satisfaction. Candidates should possess strong leadership and customer service experience, with a focus on continuous improvement.

Qualifications

• Minimum five (5) years of experience in a contact center environment.
• At least three (3) years of supervisory experience.
• Intermediate proficiency in MS Office and call center software.

Responsibilities

• Manage the hiring, onboarding, and engagement of contact center staff.
• Analyze contact center metrics and establish performance objectives.
• Respond to and resolve patient inquiries and complaints.

Skills

Leadership

Analytical Skills

Customer Service

Coaching

Education

High School diploma or GED

Bachelor’s degree in business-related field

Tools

MS Office

Call center equipment/software

Job description

The Manager, Patient Care Contact Center is responsible for managing the hiring, onboarding, and engagement of contact center staff to provide excellent service to patients / customers. The Manager sets objectives, analyzes contact center metrics, ensures that the company and staff goals are consistently met and provides reliable, efficient support for patients / customers. The Manager works with Health Center Leadership and staff for continuous improvement.

Core Job Responsibilities

1. Develop and maintain a contact center culture focused on delivering quality support to patients / customers and employees

2. Establish and maintain objectives, KPI / metrics, and aligning appropriate staffing for the contact center’s day-to-day activities

3. Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

4. Conduct daily huddles with Contact Center leadership and team

5. Collect and analyze call-center statistics (scheduling and appointment conversion rates, costs, customer service metrics, accuracy, call-waiting time, etc.)

6. Respond to and resolve patient inquiries and complaints

7. Monitor and improve scheduling, telephone handling, quality assurance standards, and other procedures

8. Manage budget and track expenses

9. Ensure consistent communication with all Operations and Health Center Leadership and staff, prepare reports and presentations as needed.

10. Effectively manage direct reports, communicating expectations, providing coaching and feedback, monitoring and managing performance and providing development opportunities.

11. Perform other duties as assigned

Requirements / Preferences

• High School diploma or GED required. Bachelor’s degree in business-related field preferred.
• A minimum of five (5) years of experience in a contact center environment required.
• A minimum of three (3) years of supervisory experience in a culture focused on delivering quality support to customers / patients and employees required
• Experience in basic financial analysis (cost-effectiveness, cost benefit etc.) preferred
• Intermediate proficiency in MS Office required
• Intermediate proficiency with call center equipment / software programs required