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Under general direction of the Call Center Manager, provides communication services for the call Center front-line staff; supervises Call Center staff and daily operations; coordinates referral service; creates and maintains databases.
Knowledge of medical terminology and procedures
Written and verbal communication skills
Customer Service skills
Interpersonal/human relations skills
Ability to manage multiple tasks simultaneously
Ability to operate a personal computer and various software packages
Ability to maintain confidentiality
Training or college coursework beyond high school, with bachelors degree desired or three (3) years of applicable work experience required. Two (2) years Call Center Work Force management or Telecom experience desired. One (1) year Health Insurance experience desired.
Supervise Call Center Staff; create and review policies and procedures; coach to performance with feedback. Trend and document data.
Work Force Management Responsibilities including adjusting agent skills, priorities, agent schedules, attendance and time sheets.
Coordinates physician referral service; interacts with SLUCare and referring physicians and department managers; participates in departmental, clinical and provider meetings.
Creates and maintain database, compiles reports; complete special projects and cover floor support for questions for answers.
Oversight over work distribution of all offline activities.
Responsible for performance assessments, annual reviews, disciplinary, Performance Improvement Plans, Quality Assurance, Coaching to Performance and MDI goals.
Training and employee development strategies.
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