Call Center Assistant Manager
Company: Saluscare Inc.
Location: Fort Myers
Posted on: May 2, 2024
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Job Description:
This is a responsible position with a great deal of internal and
external customer contact. Must exercise independent judgment and
demonstrate specific departmental knowledge of all SalusCare
programs. This is a working manager position that requires
supervising staff and problem solving patient/customer
concerns.Provides supervision to Customer Care Call Center staff.
Recruits, screens, trains, and recommends the hiring of personnel
in compliance with SalusCare policies. Supervises the orientation
of new employees, as well as ongoing training, and conducts
meaningful appraisals in an ongoing and timely manner.Oversees and
directs all aspects of the call center promoting strong customer
service skills and guidance to staff answering phones and patient
text messages.Dependably ensures initial and ongoing training and
mentorship of staff, inclusive of an ongoing demonstration of
enthusiasm, and passion for the work delivered by the staff,
program and agency.Works daily to ensure Customer Care Center staff
meet and/or exceed average call answer percentage of 90% on a
monthly basis by utilizing call center trends and adequate staffing
levels to meet and exceed customer needs.Monitors staff attendance
and performance and addresses performance concerns in a timely and
professional manner.Responsible for overseeing Customer Care Call
Center Staff time and attendance by utilizing the SalusCare Time
Attendance electronic programDemonstrates excellent teamwork marked
by mutual respect and collaboration.Monitors accuracy of Customer
Care center staff work in opening charts, completing registrations,
and scheduling appointments, maintaining a 90% accuracy rating per
completion of chart reviews and appointments.Ensures completion of
10 chart reviews weekly for call center staff.Consistently monitors
customer satisfaction and makes recommendations to improve
same.Monitors statistical data daily on Customer Care Center calls
handled, and tracks data for the purpose of evaluating the
effectiveness and efficiency of service delivery. Compiles data and
analysis monthly for presentation to leadership.Monitors Customer
Care staffs responses to texts and ensures all text messages are
responded to daily in a professional and accurate manner. Updates
texting software patient lists weekly.Productively supports the
department and its functions by receiving and handling incoming
calls in the event of a shortage of Customer Care
Representatives.Regularly maintains compliance with staff
development training.Meaningfully participates in development of
the program FTE budget and monitoring positions.Consistently
maintains compliance with confidentiality and HIPAA
standards.Reliably attends meetings as requested by
supervisor.Demonstrates and models attitudes and knowledge
consistent with co-occurring best-practice standards.Consistently
demonstrates cultural sensitivity and ensures staff incorporates
cultural humility in all aspects of service delivery to
patients.Routinely demonstrates a sound understanding of and
commitment to complying with CARF and other regulatory
standards.Will attain competence with company electronic health
record software and text software and use it effectively within
required time frame.Successfully completes other related duties as
assigned by Supervisor.Job Type: Full-timePay: $39,000.00 -
$54,000.00 per yearBenefits:* Dental insurance* Employee assistance
program* Health insurance* Health savings account* Life insurance*
Paid time off* Vision insuranceSchedule:* 8 hour shift* Holidays*
Monday to Friday* No weekendsEducation:* High school or equivalent
(Required)Experience:* Customer Service: 3 years (Required)* Call
center management: 1 year (Required)Ability to Relocate:* Fort
Myers, FL 33901: Relocate before starting work (Required)Work
Location: In personby Jobble
Keywords: Saluscare Inc., North Fort Myers , Call Center Assistant Manager, Executive , Fort Myers, Florida
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