New Orleans, Louisiana
Call Center Manager Job Opening in New Orleans, Louisiana - The Call Center Manager is responsible for coordinating the functions of the Call Center Department. This person must promote effective communication and performance duties to support the clinical services administrative duties of the department and clinic and ensure excellent customer service by way of complete and accurate patient scheduling and documentation, ongoing employee training and allocation of resources. The Call Center Manager reports directly to the Executive Director of DCHC.
Primary Duties and Responsibilities
Accountable for demonstrating the qualities outlined in the Customer Service Standards program when interacting with patients, their families and fellow employees
Develop department policies and procedures and implement process improvements that ensure efficient work flow processes
Assures that work assignments and staff schedules are distributed in a manner to support the care team
Develop specific, time framed measureable departmental goals and objectives
Assure compliance with all organizational standards including DCSNO policies and procedures, HIPAA, accreditation requirements and all other requirements
Monitor calls in the Call Center to observe employee demeanor, technical accuracy and conformity to company policy
Assure that pertinent information is effectively communicated to staff within the Call Center regarding scheduling changes related to provider schedules, telephone messages, triage calls, access and clinic updates.
Supervise department staff including hiring, training, evaluating performance, disciplining, and coordinating all employee related matters
Monitor and report patient call volumes and access to telephone services
Qualifications
Call center experience in healthcare preferred
Bachelor?s Degree in a Health Care related field
Knowledge of: computer software applications, word processing, flowcharting and electronic spreadsheets
HIPAA laws and regulations
Bilingual a Plus!
To apply for this position, please put the position title that you are applying for in the subject line . Only applicants selected for an interview will be contacted. No phone calls please.
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
Job Type: Full-time
Required experience:
Call Center Management: 1 year
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