Job Description

Job Description

Job Description

Position Title: Contact Center Manager Full Time Days

BASIC PURPOSE OF THE JOB

• Responsible for daily supervision and management of team of patient access liaisons (PALs), servicing inbound and outbound calls that help patients and family members navigate and access ETCH services. Maintains and fosters practice success by hiring employees, ensuring compliance with regulations, managing the budgets of the practices, as well as fostering effective communication to team, providers, and senior leadership. Responsible for encouraging high performance of employees and establishing efficient workflows, policies and procedures to ensure vision of the East TN Children’s Hospital.

CONTACTS

• Supervisory Responsibilities - YES
• Number of Indirect Reports - NONE

JOB REQUIREMENTS

Minimum Education

• Bachelors Degree or Equivalent Preferred

Minimum Work Experience

• At least 3 years of call center experience and 2 years of contact center supervisor experience (preferably within healthcare). Management experience supervising a minimum of 10 employees preferred.

Required Licenses/Certifications for position

• None

Required Skills, Knowledge, and Abilities

• Strong organizational and management skills
• Excellent leadership, analytical and project management skills. Must be able to manage teams effectively and identify technical issues quickly
• Strong communication and interpersonal skills, including ability to work effectively and diplomatically with staff, healthcare providers, patients/families and leadership
• Contact center liaison to clinic leaders including providers, managers, and staff to build a working knowledge of practice operations and call center leading practices
• Oversee staff work schedule to ensure proper skill mix and adequate staffing levels are maintained daily
• Utilizes reporting systems to track key performance/efficiency
• Manages staff performance, offers real-time feedback and coaching, holds individuals accountable to meet and exceed performance standards
• Identifies gaps in training as well as coordinates and facilitates development and delivery of staff training

PHYSICAL REQUIREMENTS

Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

• Medium lifting, pushing and pulling is required for 20-50 lbs occasionally, 10-20 lbs frequently and 10 lbs constantly to move objects. Sudden emergency situations have the potential for exposure to lifting or moving of up to 100 lbs. Frequent bending, walking, sitting, squatting, reaching and standing are required. Keyboard/computer use and/or repetitive motions may be required.

Come work where you can make a difference everyday.

At East Tennessee Children’s Hospital, care is at the CORE of who we are. We are comprised of team members who live out our core values of Compassion, Ownership, Respect, and Excellence. We support each other by fostering a culture of team engagement that creates moments that matter – every interaction, every time.

• Compassion – We imagine what others are going through, work to alleviate suffering, and create joy whenever possible.
• Ownership – We take pride in our work, act with integrity, and feel personal responsibility for achieving our mission.
• Respect – We listen, understand, and communicate openly and politely. We recognize our diverse strengths.
• Excellence – We set high standards for performance in delivering the safest patient care. We give extraordinary and meaningful experiences to our patients, their families, team members, and the community we serve.

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