Manager, System Call Center Internal (FT) 8a-5p, Johnson City, TN

Job Description

SCOPE OF POSITION

The Manager of the System Call Center – Internal is responsible for the internal operations and accountability at Bristol Regional Medical Center, Holston Valley Medical Center, and Johnson City Medical Center. This individual serves as a customer service representative for his/her departments. Participates in development and maintenance of policy and procedures and is accountable for compliance with all pertinent JCAHO Standards along with local, state, and federal regulations.

Management responsibility includes system, process, materials, fiscal, and human resources.

Duties include:

1. Comprehensive operational responsibility with emphasis on patient and team member satisfaction and retention.
2. Manages the daily operations of system-wide hospitals and medical center-based call centers. Including personnel management, performance improvement, risk management, follow-up on patient complaints and compliments, and helps assure that short-term problems are satisfactorily handled. Maintains positive customer relations as well as ensures the departments provide excellent customer service.
3. Interviews and hires staff for areas and implements strategies to retain staff. Supporting, counseling, and empowering the team members are key functions to the manager position.
4. Provides leadership and guidance to assure that team members practice within established Ballad Health standards.
5. Demonstrates knowledge of scope of role responsibility and/or licensure for all team members in area of responsibility.
6. Evaluates and facilitates team member staffing resources to provide optimum patient care based on patient’s/facility’s needs.
7. The Manager supports and promotes the policies and philosophies of Ballad Health in all daily activities. As part of the well-coordinated team, the Manager collaborates with the medical staff, administration, and other support departments to achieve the patient and family-care objectives.
8. Serves as a liaison between the call centers and physician practice management teams to ensure accurate provider on-call information is maintained.
9. The Manager of the System Call Center – Facilities represents the department on various committees that affect their area including Safety Coordinators and Emergency Preparedness. Additionally, the manager attends other meetings as requested by personnel or management.
10. REPORTING RELATIONSHIP
11. See table of organization
12. EDUCATION AND EXPERIENCE
13. A bachelor’s degree in a science, health related or business field preferred. Must have excellent communications, marketing, and customer service skills.
14. 3-5 years of progressive management experience, with a focus in call/contact center work experience needed with contact center management experience preferred.
15. Knowledge of:

• Computer software applications and databases, experience with a CRM platform
• HIPAA laws and regulations
• The operations of a call/contact center, healthcare preferred

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