Overview
Manages and coordinates the day to day Hospice operations of the Contact Center Shared Services to ensure a customer-focused operation that ensures continuity of care to all patients and their families and meets VNS Health standards, goals and objectives. Also provides information to prospective patients. Plans, supervises, and evaluates workflows and oversees and participates in daily operations of work team. Makes recommendations on operational improvements for department. Works under general direction.
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Responsibilities- Manages the day-to-day operations of the Client Contact Center. Oversees the development and utilization and evaluation of internal processes to ensure customer satisfaction, efficient operations, and the accurate and timely resolution of complaints, problems and issues.
- Monitors the call distribution system throughout the day to ensure department service commitments and goals are achieved. Ensures exceptional customer service and adherence to all organizational policies and procedures. Coaches staff to ensure quality patient service and prompt and accurate completion of all required documentation.
- Develops and maintains a strong customer service focus in dealing with internal and external customers to ensure an ongoing supporting relationship and to convey a positive image of Herewith and its offerings. Acts as a key liaison to promote goodwill and cooperation between caregivers and families to ensure customer satisfaction.
- Monitors effectiveness of activities (e.g., responsiveness to call, number of calls, complaints issues, etc.,) to ensure of customer satisfaction. Utilizes reports to identify trends and variances; recommends changes in strategy and business to improve individual and departmental performance.
- Participates in Herewith team meetings, departmental management meetings, and serves on relevant committees for the purpose of information exchange, team collaboration, development of procedures and documentation tools, and development of quality and training. Participates in quality assurance (QA) activities to maintain high levels of staff performance and align department performance with Herewith standards.
- Understands, implements, and complies with the Herewith Mission, objectives, policies and procedures to ensure patient/caregiver needs are met.
- Performs all duties inherent in a managerial role. Ensures effective staff training, evaluates staff performance, provides input for the development of the department budget, hires, promotes and terminates staff, and recommends salary actions, as appropriate.
- Participates in special projects and performs other duties as required.
Qualifications
Education: Bachelor's Degree or equivalent experience
Experience: Minimum of five years progressively responsible experience working in a call center environment required. Minimum two years of progressively responsible supervisory/lead experience in setting required. Effective oral, written and interpersonal communication skills required. Contact center experience preferred.
Position requires flexible hours and is remote.
