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Manager, Call Center - Ambulatory Practices

Company: Boston Medical Center
Location: Boston
Posted on: May 26, 2019

Job Description:

Job Description Job Summary: Under the supervision of the Administrative Director, Ambulatory Practice Call Center the Call Center Manager plans, supervises, coordinates and directs the day to day operations of the Call Center. The Manager is responsible for ensuring the delivery of outstanding customer service, resolving issues, and providing accurate information to customers. The Manager is responsible for participating in the recommendation, development and implementation of short and long term quality service strategies that improve customer satisfaction. The Manager is responsible for proactively identifying and resolving service barriers and working with partnering departments as needed to do so. Additionally, the Manager is responsible for collecting and analyzing the necessary data to ensure customer service and productivity standards are achieved. Job Qualifications: - Bachelor's degree or an equivalent combination of education, training and experience is required. - Three or more years call center experience required - Three or more years healthcare experience preferred - Two or more years call center supervisory experience preferred - Demonstrates exceptional critical thinking and analytical skills - Understands cause and effect and possesses strong problem solving skills - Strong oral and written communication skills and ability to interact within all levels of the organization - Effective collaborative and proven process improvement skills - A strong working knowledge of Microsoft Office products. We will provide consistently excellent and accessible health services to all in need of care regardless of status or ability to pay - exceptional care, without exception. Boston Medical Center participates in the Electronic Employment Verification, Program. As an E-Verify employer, all employees are also subject to completing a background check. Boston Medical Center's policy is to ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic. We view the principle of equal employment opportunity as a vital element in the employment process and as a hallmark of good management. BMC is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to ************************* or call ************ to let us know the nature of your request.

Keywords: Boston Medical Center, Framingham , Manager, Call Center - Ambulatory Practices, Executive , Boston, Massachusetts

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