Manager Call Center Health System

Manager Call Center Health System Customer Service

Milwaukee area

Our client is the leader in Wisconsin Healthcare. Some of the highlights of their system include:

·        Private, not-for-profit integrated health care provider

·        30 counties, 90 communities

·        15 hospitals

·        159 clinic sites

·        70 retail pharmacies

·        30,000 caregivers – including 1,500 employed physicians

·        Largest homecare organization in Wisconsin

·        More than 1.2 million unique patients

·        7.8 million patient encounters

·        $4.1 billion in annual revenue

They are looking for a stellar leader to manage a system wide call center to provide world class customer service to their rapidly growing patient population. With several direct reports and almost 100 indirect, this is a job with a large scope and large future. Hours of operation of the call center itself (not manager shift) are 7:30-6:30 pm.

Primary Purpose of the position:

Manages the patient accounts call center services ensuring call quality/effectiveness, and proper account resolution. Develops and maintains a strong, effective, customer focused process for resolving patient balances, and ensures compliance with state and federal regulations

Major Responsibilities:

·        Manages call center operations to ensure the systems diverse patient base receives the timely, efficient, effective service.

·        Reviews process workflows to identify opportunities for improvement, and develops and implements sound recommendations to improve service.

·        Ensures patient complaints/issues are appropriately addressed, and service recovery is applied when appropriate.

·        Develops, implements, and administers Key Performance Indicators (KPI's) and reinforces standards. Provides estimates of financial services as required.

·        Develops, implements and maintains call quality against quality standards.

·        Ensures that performance gaps are identified, and implements continuous process improvement efforts.

·        Measures and analyzes call volume/traffic to ensure adequate call coverage.

·        Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.

·        Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.

Education Required:

·        Bachelor's Degree in Business or related field.

Experience Required:

·        Typically requires 5 years of experience in a call/contact center.

·        Includes 1 year of supervisory experience in overseeing service quality, call traffic/volume, and analyzing service improvement opportunities.

Our client offers an aggressive compensation plan DOE, GREAT BENEFITS and the opportunity to make a huge impact in a multi-site environment and take your career to the next level!

For prompt and confidential consideration, please apply to the link below: