The Call Center Manager is responsible for planning and managing department operations and assessing call center software applications, systems, and processes for efficiency. Ensures that the operations of the physician, patient, and tele-communication call centers for the Tuba City Regional Health Care Corporation, which includes satellite clinics in LeChee, Bodaway/Gap, and Flagstaff; function at optimal levels to support organizational needs. Directs the selection, training, and evaluation of Call Center staff and coaches the lead on performance, 24-hour and on-call schedule coverage, and leadership in areas of telephone courtesy techniques, dealing with customers who are emotional and discourteous, maintaining professionalism in stressful situations, and motivating staff. The incumbent develops departmental goals, objectives, policies and procedures, and telephone scripts that ensure efficient workflow processes and promotes positive working relationships with TCRHCC staff.
- Accountable for demonstrating the qualities outline in the TCRHCC customer service standards program when interacting with patients, their families and friends and fellow employees to ensure that excellent customer service is provided by the Call Center department.
- Assures that the Call Center abides all standards, including TCRHCC policies and procedures, HIPPA, accreditation requirements, and other applicable regulations.
- Assures that pertinent information is effectively communicated to staff within the call center regarding scheduling changes, such as clinic schedules, telephones messages, triage calls, access to clinic updates.
- Assures that work assignments, staff schedules, work procedure changes are distributed and communicated timely to support the clinical and administrative departments, department staff, and applicable TCRHCC staff members.
- Oversees the maintenance of the call center’s software and hardware occurs and routine back-up functions for the call center are performed as scheduled or as required.
- Ensures documentation is correct for all security and medical codes and that code pages for emergencies including code blue, code red, rapid response, code pink, severe weather, disaster, active shooter, lockdown are performed efficiently and immediately.
- Develops, monitors, and reports specific measurable goals and objectives, process improvement initiatives, and timelines.
- Monitors employee results to identify and act on both positive and negative performance trends to ensure attainment of performance targets; and monitors employee demeanor and technical accuracy to achieve department objectives.
- Prepares and monitors the department’s operational budget and ensures that all department-related invoices are processed timely to prevent disruption to services.
- Supervises Call Center staff, including hiring, training, developing training programs, evaluating performance, disciplining, and coordinating all employee related matters, which promote a positive work environment.
- Develops specific protocols, scripts in scheduling and the collection of financial/insurance information to ensure that staff collect and enter all required patient demographic information.
- Collaborates with other department managers to ensure efficient workflow and patient access processes. Works with the Chief Information Officer to facilitate updates with triage department.
- Oversees daily huddles to identify and discuss opportunities to improve and maintain the Call Center's performance and attends all quarterly operational and computer training sessions.
- Prepares statistical and narrative reports, monitors and analyzes patient call volumes, access to telephone services, documentation of customer interactions, including detail of inquiries, complaints, or comments and action taken to resolve issues.
- Ensure proper PPE is worn at all times while on duty including but not limited to, face mask, gloves, gown, isolation gown, NIOSH-approved N95 filtering facepiece respirator or higher, if available), and eye or face shield.
- Complete all donning and doffing tasks in a safe acceptable method and discard of used PPE accordingly. (see CDC website for most current updates)
- Complete task training for all routine cleaning and decontamination processes for all surfaces contaminated by a communicable disease to ensure a high level of patient, visitor, employee and external customer satisfaction.
- Performs other related duties as assigned.
MENTAL AND PHYSICAL EFFORT
The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The work involves sitting for long periods of time, frequent reaching, and occasional standing walking, driving, bending, climbing, kneeling, crouching, twisting, and maintaining balance. Must have the ability to lift, push and pull up to 10lbs for a prolonged period of time. Must be able to frequently lift up to 24 lbs, and lift, push and pull over 100lbs occasionally. Sensory requirements for position include the prolonged ability of near and color vision, depth perception, seeing fine details, hearing normal speech, hearing over head pages, and telephone use. May occasionally require the ability of far vision. Must have ability of both hand manipulation in simple and firm grasping, fine manipulation and prolonged use of keyboards.
Incumbent must be empathetic, helpful, collaborative, and have a positive attitude toward resolving different challenges throughout the day. Enthusiasm to work with customers on complex issues and a desire to find solutions by choosing the appropriate resource or directory and make minor adaptations in established procedures to address unique problems not covered by guidelines. Must have the ability to cope with high level of stress, make decisions under high pressure, cope with anger/fear/hostility of others in a calm way, manage altercations, concentrate, handle a high degree of flexibility, handle multiple priorities in stressful situation, work alone, demonstrate a high degree of patience, adapt to shift work, and work in areas that are close and crowded.
May occasionally be exposed to infectious diseases, chemical agents, dust, fumes, gases, extremes in temperature or humidity, hazardous or moving equipment, unprotected heights, and loud noises.