Manager- Business Operations (Midlands)

Manager- Business Operations (Midlands)

The Manager of Call Center Operations reports to the Executive Director, Enterprise Patient Access. Under limited supervision, the Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational call center activities including supervision of call center staff to promote accuracy and optimal customer service. This position ensures call center best practices are achieved in areas of key performance indicators, quality, customer satisfaction and staff engagement, with continuous focus on people, process and technology.

• Directly manages call center staff to ensure proper process, quality, and performance adherence among call center groups
• Recruit, orient and mentor team members to ensure quality performance.
• Maintain and improve call center operations to ensure productivity, quality and high service standards.
• Maintain relationship with patients and physician partners to facilitate open communication, understand perspectives and monitor levels of satisfaction. Work with Practice Managers and providers to build and maintain provider schedules.
• Perform other duties as required.

Minimum Education and Experience :

Bachelor's Degree or Equivalent

7 years progressive work experience and 2 years management experience

Additional Job Description

Benefits :

Physical Requirements :

Ability to perform job functions while standing and sitting. Ability to perform job functions while walking and climb stairs. Ability to work from elevated areas. Ability to work in confined / cramped spaces. Ability to work in kneeling positions. Ability to bend and twist at the waist. Ability to squat and perform job functions. Ability to perform gross motor activities with fingers and hands. Ability to perform firm grasping with fingers and hands. Ability to reach overhead. Ability to perform repetitive motions with hands / wrists / elbows and shoulders. Ability to use lower extremities for balance and coordination. Ability to reach in all directions. Ability to lift and carry 50 lbs. unassisted. Ability to lift / lower objects 50 lbs. from / to floor from / to 36 inches unassisted. Ability to lift from 36" to overhead 25 lbs. Ability to exert up to 50 lbs. of force. Examples include : To transfer a 100 lb. patient that cannot assist in the transfer requires 50 lbs. of force. For every 100 additional pounds, assistance will be required from another healthcare worker. 20 lbs. of force are needed to push a 400 lb. patient in a wheelchair on carpet. 25 lbs. of force are required to push a stretcher with a patient with one hand. Ability to maintain 20 / 40 vision, corrected, in one eye or with both eyes. Ability to see and recognize objects close at hand or at a distance. Ability to match or discriminate between colors. Ability to determine distance / relationship between objects; depth perception. Ability to maintain hearing acuity, with correction. Ability to perform gross motor functions with frequent fine motor movements. Ability to deal effectively with stressful situations. Ability to work rotating shifts. Ability to work overtime as required. Ability to work in a latex safe environment. Ability to maintain tactile sensory functions.

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and / or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.