Regional Customer Service and Call Center Manager

Our client if a large, growing and reputable medical practice with multiple offices in New Jersey, New York and Pennsylvania.?? Salary/Hourly Rate:??$60-70k DOE?? Position Overview:??Our client specializes in special surgeries and world class care to their patients. They are seeking a passionate Call Center Manager who focuses on delivering exceptional Customer Service and excellent employee training and development. The Call Center Manager will manage multiple offices front desk experience, and the call center based at their primary location. The Call Center Manager will have previous experience implementing and tracking KPI???s, delivering hands-on training, and managing the customer experience through the call center and front desk employees. The Call Center Manager must also be able to travel (through company provided transportation) to other locations 1-2 times per week. Responsibilities:?? Supervises the training and development of all Front Desk and Call Center staff Develops and manages the schedules of all Front Desk and Call Center staff Administers and/or participates in Front Desk and Call Center employee reviews and and personal development Communicates with all parties involved in scheduling for physicians?? Maintains and updates all registration-related forms and patient documentation Maintains and ensures all systems and tools are operating properly for Front Desk and Call Center use Works with patients with escalated complaints???? Manages all Front Desk employee and supervisor compliance with office policies Works closely with HR to engage and onboard new talent for Front Desk and Call Center openings Tracks all Call Center KPI???s and metrics Monitors the call center queue to ensure proper response times Qualifications:?? Strong management and Customer Service skills Minimum of 2-3 years of Management experience in a high-volume?? medical practice setting Previous experience or ability to manage and execute staff meetings Ability to launch new technology or training tools Strong training and development experience Knowledge of multi-line phone systems, practice management software and MS Suite. Strong problem solving skills, ability to work under pressure Strong time management and process improvement skills Education Requirements: Associates degree preferred?? Benefits:??Medical, Dental, Vision, 401k, PTO, and generous employee discounts The post Regional Customer Service and Call Center Manager appeared first on Atrium.
Atrium Staffing Services Ltd.

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