The manager of the Telephone Service Center is responsible for the Strategic Planning and execution of all Telephone Service Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer (patients, students, etc.) experience. Strategic emphasis is on patient customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, high recall acceptance rates, staffing utilization, and low call handling time. A commitment to excellence demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills and morale. The manager effectively manages the Telephone Service Centers ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new techniques to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall college operational targets as well as the daily business decisions. The manager of the Telephone Service Center executes the vision for the operation insuring the Call Center meets customer and organization needs. The manager will continuously engage in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities.
Bachelor’s degree in Finance, Business, Health Care Administration or Dental Hygiene.
Master’s degree in Business or Health Care Administration
5-7 years progressively responsible professional level experience leading Telephone Service Center operations including developing policies and procedures, managing budget and staff training or an equivalent combination or education and experience. Must have clinical, dental, or medical background.
Required Skills, Knowledge and Abilities:
Effective planning, statistical and analytical skills, communication and project management skills. Proven ability to develop and implement policies and procedures. Comprehensive knowledge of regulations governing Article 28, managed care and commercial insurance plans.
Preferred Skills, Knowledge and Abilities:
Knowledge of Medicaid and HIPAA including administrative best practices in dental or in a healthcare environment.
EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity