Senior Manager of Response Center

Senior Manager Of Response Center

Job Category : Response Center

Salary Range : $79,209.45 USD to $90,005.06 USD

Location : San Jose, CA 95126, USA

Full-time (Hybrid)

Description

Senior Manager of Response Center

Full-time (Hybrid) Location : Within PPMM Territory

Essential Duties :

• Oversee day-to-day operations of the Response Center.
• Lead by example, setting the standard for customer service with patients and internal customers.
• Establish, communicate, and hold Response Center teams accountable for team, individual, and leadership performance goals.
• Leverage technology to build and maintain clear and accurate performance monitoring data reports (e.x. CX1, NICE Contact Center, Excel).
• Monitor utilization of online appointment scheduling data to identify trends, identify opportunities for optimization, and collaborate with operational and electronic health records teams to implement changes.
• Oversee Response Center Quality Monitoring program.
• Manage configuration of the Response Center call queue in accordance with IT department best practices.
• Review and maintain departmental training curriculum and oversee new-hire training.
• Handle patient and internal customer complaints and escalations.
• Maintain and revise agent scripting and workflow, as needed, to meet the needs of patients and internal departments.
• Lead the recruiting, interviewing, hiring, training, coaching, evaluating, and termination of Response Center staff per PPMM guidelines.
• Provide direct oversight of Response Center Supervisors.
• Creation and maintenance of Response Center policies and operating procedures.
• Schedule and run regular Response Center Team meetings.
• Oversee data-driven staff scheduling of Response Center.
• Maintain thorough knowledge and understanding of the organizational structure, policies and procedures of PPMM to answer patient and internal customer questions and direct calls correctly and appropriately.
• Responsible for ensuring the Response Center operates in compliance with all established protocols, procedures and standard practices in the areas of customer service, quality assurance and regulatory compliance.
• Participate in PPMM committees and workgroups on an ad hoc basis.

Qualifications :

Requirements :

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.