Position Title

Call Center Manager

Broadmoor Campus

Position Summary / Career Interest:

Manages all activities of the Marketing Call Center or Switchboard.

Health Resource Center and Physician Consultation: Manages the day to day operation of the call center including responsibility for supervising, assisting and coaching the Physician Referral and Consultation Supervisors and Call Center Representatives.

Switchboard:

Manages day to day operations of the switchboard including responsibility for supervising, assisting and coaching the Call Center Trainer, Emergent Communication Shift Supervisors and Emergent Communication Specialists.

Responsibilities and Essential Job Functions

• CALL CENTER SUPERVISION
• Oversees the day to day supervision of the Physician Referral and Consultation Supervisors by ensuring the supervisors are following proper call center procedures and clinic protocols.
• Establish and enhance market-driven internal and external relationships through exemplary customer service physician and consumer audiences.
• Oversee the answering of incoming physician and consumer referral requests. Ensures the Physician Referral and Consultation Supervisors are properly trained to ensure the call center representatives are responding to all callers in a customer service friendly, professional and consistent manner demonstrating sensitivity and tact.
• Oversees the VIP/fundraising event line. Ensures Physician Referral and Consultation Supervisor is properly trained to ensure the call center representatives are responding to all callers in a customer service friendly, professional and consistent manner demonstrating sensitivity and tact.
• Ensures the call center representatives complete all call backs, provide follow up materials and complete all written correspondence in accordance with the policies and procedures of the call center by ensuring the Physician Referral and Consultation Supervisors are properly trained on all call back processes and procedures.
• Oversees the development of relationships with internal staff to increase use of call center (Including but not limited to JPC, UKP, MAC, KUMW, Practice Managers and Chairs)
• Serves as a liaison between the general calling public and all University of KS Hospital clinical professional and staff.
• Ensures the call center representatives are collecting all pertinent data used in completing consumer and physician calls.
• Oversees the data collection for all University of Kansas Hospital physicians and ensures the records are accurate in the database and on the physician referral web pages.
• Ensures the call center staff verifies physician licensure and Office of Inspector General (OIG) status prior to adding new physicians into E-Centaurus.
• Oversees the data collection for all wellness classes and programs and ensures records are accurate in the database and on the wellness pages of the website.
• Oversee annual review process of all department referral protocols.
• Communicates up to date information regarding all departments Physician Referral and Consultation Supervisors. Ensures Supervisors understand the value of the information they are collecting on each call and how it is used in the marketing department.
• Oversees Daily, weekly and monthly reports on abandonment rate, how heard tracking information, call monitoring reports, custom report design in E-Centaurus.
• Work with E-Centaurus vendor to ensure all custom reporting and screen needs are implemented and work correctly.
• Keeps Assistant Director- Marketing Teleservices aware of new technologies, which could aid in call center operations.
• Strives to align call center with national call center benchmarks.
• Oversee new staff hiring for the consumer and physician consultation call center.
• STAFF DEVELOPMENT
• Oversees and develops staff reference materials related to customer service initiatives for the call center staff.
• Oversees and develops quality assurance monitoring materials for the call center.
• Oversee department orientation for call center.
• Oversee call-monitoring process and procedures for call center.
• ANNUAL PHYSICIAN PROFILE AND DIRECTORY DATA PROCESS
• Oversees annual physician profile and physician directory data process.
• Communicates with Medical Staff office regarding physician licensing and certification.
• Oversees data entry of completed physician profiles into E-Centaurus. Ensuring physician data is entered correctly.
• Works with Marketing Database Administrator for data needs for annual profile and directory updates.
• ADMINISTRATIVE
• Oversee annual training compliance for Call Center staff, ensuring compliance.
• Oversee annual performance review, TLC and Occupational health employee testing/reporting process for the Call Center to ensure compliance.
• Oversee attendance incident tracking for the call center staff.
• Monitor and evaluate staffing needs for the call center. Use Erlang calculator for forecasting.
• Project lead on UHC call center national benchmarks.
• Oversee PTO request process for call center staff.
• Oversee office supply ordering for the call center.
• Oversee development of administrative policies and procedures for the Call Center.
• Daily, weekly and monthly reporting as needed.
• Serves as Kronos Payroll Manager for the call center.
• Technical
• Serve as system administrator for E-Centaurus Call Center Software.
• Work with LVM creating new reports, screens and custom fields as needed.
• Work with HITS and Marketing web teams on Weblink online find a doc, wellness class registration and appointment request interfaces.
• Ensure the physician directory on KUMED.com is populated accurately and completely.
• Initiate trouble tickets with LVM to resolve software related issues as needed.
• Oversee phone set up in the call center ensuring all staff have access to the appropriate splits, ACDS and reports.
• Oversee the set up for Witness recording software for call center staff.
• Secondary Responsibilities
• Assist in budget preparation and assessment for call center needs.
• This position may include any or all of the above listed duties as well as other duties as assigned.
• Assist the Marketing team as needed.
• Switchboard:
• Duties
• Available via pager and is on call 24 / 7 / 365 for all routine and emergency situations related to the Switchboard and its operations, staffing and responsibilities.
• Serves as liaison between the general calling public and all University of Kansas Hospital and Medical center clinical and professional staff.
• Serves as a resource to all callers and campus staff by taking initiative to learn of all campus wide services and programs to ensure calls are directly appropriately.
• Communicates up to date information regarding all departments to Switchboard Shift Supervisors and Operators as necessary.
• Daily, Weekly and monthly reports on abandonment rate, call monitoring reports, on call statistics, service levels, answering service statistics, personal and code paging statistics.
• Establish and manage quality controls in the switchboard related to call monitoring, paging, staffing and statistic recording.
• Keeps Assistant Director, Marketing Teleservices aware of new technologies which would aid in switchboard operations.
• Provides technical support to switchboard staff for switchboard related software packages and phone hardware.
• Manage and oversee the daily operations and activities of the campus wide switchboard including: Recruiting, Training, Scheduling, Staffing and Evaluation subordinates.
• Creates, recommends and implements policies and procedures for operational and staffing resources.
• Develops and understand disaster notification plans and safety procedures in relation to switchboard participation via code and disaster level activations sent via the switchboard.
• Resolves Problems and inquiries of internal and external customers in a timely manner.
• Assists with planning, design and implementation of communications equipment and networks for evaluation, assessment and optimization of complex voice and data systems to meet customer needs.
• Manage resources and ensure staffing levels and shifts are appropriate based on call volumes.
• Manage staffing levels on all shifts based on workforce management (Erlang) staffing forecasts.
• Establishes effective means of communicating with hospital departments to ensure accuracy of transfers and information to ensure internal and external customer satisfaction.
• Monitors time keeping for all staff via Kronos. Acts as Kronos Manager for the all Switchboard Staff.
• Manage PTO requests for all switchboard staff while maintaining appropriate staffing levels for each shift.
• Provides daily, weekly, monthly and quarterly reports as needed for all switchboard systems, Communicator, Infinity, OnCall, Answering Service and American Messaging as needed.
• Manage and oversee the 24/7 code paging pager warehouse function for all campus entities. Including: Code Pager Stock Ordering, Inventory, Paging Unit returns, American Messaging Billing Paperwork, Monthly and Annual Reconciliation. Manage the after hours pager warehouse.
• Responsible for working with AD to evaluate and create the policies and procedures for all code paging, testing, back-up preparation, training and 24/7 monitoring of the code page system.
• Develop and train all shift supervisors. Ensure each supervisor is appropriately trained in all hospital and switchboard policies and procedures. Lead Monthly switchboard leadership meetings in conjunction.
• Meet on a bi-weekly basis with all shift supervisors to ensure all shifts are functioning at optimum levels.
• Manage disciplinary actions for all switchboard staff. Ensure each supervisor is appropriately trained to manage all disciplinary actions for their team. Maintain database of attendance incidents for tracking purposes.
• Work with the Call Center Trainer to ensure all staff are appropriately trained on all software systems.
• Assist the Assistant Director – Marketing Teleservices with preparation of annual fiscal budgets.
• Any projects as assigned by Marketing Leadership team.
• Manage and implement training program for all switchboard staff – Shift Supervisors and Operators.
• Ensure Call Center Trainer is trained appropriately and understands all facets of the switchboard. Including software use, pager warehouse, answering service, staffing levels, complaint follow up.
• Ensure Call Center Trainer is holding quarterly customer service and operations training for all switchboard staff.
• Secondary Responsibilities
• Assists with front line operations of switchboard when staffing requires it.
• Provides input to teleservices-related issues across the campus by participating on committees when requested.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• Bachelors Degree in Health, Communications or related field from an accredited college or university OR 5 years of call center leadership experience may be substituted for Bachelor’s Degree.
• High School Graduate
• 3 or more years of supervisory experience.
• 3 or more years of experience in a call center or switchboard environment.
• 2 or more years of experience in customer service management.
• 2 or more years of experience in large group presentations and training.
• 2 or more years of training experience.

Knowledge Requirements

• Exceptional computer software skills.
• Ability to work with a wide variety of software needs.
• Demonstrated ability to interact and communicate with a diverse population, using sensitivity, tact, and discretion.
• Exceptional communication and phone skills.
• Ability to identify and solve complex staffing issues.
• Ability to handle multiple projects and requests at one time.
• Demonstrated supervisory skills.
• Demonstrated project management skills.

Time Type:

Full time

Job Requisition ID:

R-39838

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.

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