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Call Center Manager | Call Center Representative in Customer Service Job at Pear Core Solutions in1

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Call Center Manager

Westbury, NY

Job summary Are you a Call Center Center guru? Our client, ENT Associates of NY (ENT), is seeking a seasoned Medical Call Center Manager to join our practice in effort to launch our 1st Centralized Contact Center . This role would collaborate closely with both the CIO and COO to strategize, implement, develop and manage our Customer Contact Center. If you have a start-up mentality, a flare for entrepreneurial thinking, and a passion to build and lead teams…this could be the job you’ve been dreaming of. What are the Required functions of the job? The Call Center Manger is responsible for the oversight, leadership and performance of centralized support functions of patient care, ensuring the practice is providing exceptional customer service, patient care, and serving in a fast and efficient way while ensuring all protocols are being followed. As a Call Center Manger, you must be pleasant and professional with an engaging personality and possess the expertise to function equally well in both a team environment and independently. You must also be highly detail-oriented and focused with a flexible and adaptable nature. It is important that you display outstanding verbal and written correspondence , interpersonal, and active listening skills. As well as the expertise to interact effectively with both customers and coworkers. Process Management: Utilize scheduling software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments Day-to-day management of scheduling and forecasting of shared services staff Utilize call center tools to observe agents’ interaction with patient. Inspecting, assessing, and auditing calls to ensure professionalism is paramount at all times including, manner of performing professional duties and all forms of communication with patients Ensuring booking accuracy-based treatment offers and qualifications of each appointment type Manage real-time inbound call traffic to help ensure that service levels are met Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management Prepare and maintain reports, dashboards and monthly packages Gain familiarity with analysis and ensure consistent methodologies are followed to maintain quality Support the preparation of ad hoc analysis and reporting that enables strong understanding of the business trends and needs Provide training on report, dashboard and package development to teammates and management as needed Provide customer service support as necessary; resolve escalated customer calls, issue/concerns in a timely manner (one-call resolution) Work both independently and as a team player, acting as a resource for others Team Management: Manage agent time-off based on needs of forecast/schedule. Work with leadership regarding schedule change requests. Manage customer service staff and workflow processes; interview, train and develop teammates Coach and develop teammates; enhancing patient retention/satisfaction skills and problem resolution skills Building strong positive communication with other Departments to enhance the success of the practice Implementing, monitoring and taking corrective measures to ensure that the ENT’s culture/mission and vision is always being observed Conducting formal performance reviews of all employees Holding departmental meetings and training sessions as needed What are the qualifications? Strong call center call flow management skills and background wanted Associates degree preferred. Bachelor’s preferred Background in Multi-Unit Facility setting is a plus 3 to 5 yrs’ background in a medical practice setting, at least 2 yrs of direct supervision background required. Training background is preferred. Expertise to develop and train workforce, build relationships and utilize skills of team most appropriately Excellent time management skills; adjust priorities and manage time wisely in a fast-paced environment. Requires strong analytical and problem-solving skills with background in Ms word, PowerPoint and Ms excel spreadsheets. Must be able to communicate concisely and professionally and be willing to participate in a team environment while dealing with patients and office personnel in high stress situations. High degree of motivation to work on assigned tasks with minimal supervision. The person in this role is expected to have exceptional customer service abilities, superb communication abilities and strong scheduling expertise with a full understanding of physician practice workflows. Bi-lingual a plus Expertise to take ownership of customer issues and bring them to resolution creating customer advocates Medical terminology, strong technical skills and documentation skills are required Not the job for you? Know someone that might be a good fit? Please send them the link to this job! Thanks very much! Who is ENT? Ear, Nose & Throat Associates of New York, P.C. is a boutique private practice with 50yrs of history serving the community of New York. The practice boasts more than twenty offices throughout Queens, Brooklyn, Nassau, Suffolk, and Bronx Counties, as well as Orlando, FL. Our vison is simple…to consistently pursue advancement. We strive to progress in ways that brings continued quality to our team of professionals and the patients we care for; and we know it takes great talent to do both! Check out their website, but you have to come back here to apply to this job! Why would I want to work for ENT? ENT believes that the professional and personal success of their employees directly translates to the success of the business. Many ENT employees have been with the company for 20+ years, and they stay because of relationships built with each other and with patients. At ENT, your voice has merit and your contributions matter. ENT leadership wants to hear from everyone, including those on the front-line of daily patient and medical office contact. You will background the satisfaction of a rewarding career with a friendly and family-oriented company. This full time role offers competitive pay; health, dental, and vision insurance; a 401k plan; short-term disability, long-term disability, and life insurance; and PAID-TIME-OFF. MbbqOQPStZ
Pear Core Solutions
September 21 on ZipRecruiter
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More About this Listing: Call Center Manager
Call Center Manager is a Customer Service Call Center Representative Job at Pear Core Solutions located in Westbury NY. Find other listings like Call Center Manager by searching Oodle for Customer Service Call Center Representative Jobs.