Breast Center Manager manages the day-to-day operations of one or more mammography clinics. Responsibilities may include staffing, training, scheduling, budgeting, and marketing for the clinic(s). Being a Breast Center Manager may require a bachelor's degree in area of specialty. Typically reports to a director. The Breast Center Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Breast Center Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Description
Department: Contact Center
Supervisor Title: Director of Provider Services
Location: Afton, WY
Employment Status: Salary
Compensation: Minimum $46,737.60 annually, commensurate with experience and certification.
Benefits: We offer a competitive compensation package that includes:
SUMMARY
While upholding the Star Valley Health mission, vision and values, this key position will provide day-to-day operational leadership of services within Star Valley Health (SVH). As a Contact Center Manager, you will oversee and support a team of contact center representatives, ensuring excellent customer service and achieving performance targets. The ideal candidate has a passion for customer service, excellent communication abilities and strong leadership skills. They will also have training and work experience relevant to contact center operations in a healthcare setting. The Contact Center Manager identifies, develops, and supports performance metrics that align with Star Valley Health strategies and goals. This leader helps grow and develop staff and inspires them to give every patient and every employee the best experience.
JOB DUTIES
· Manage and supervise a team of contact center representatives
· Develop and implement strategies to achieve excellence in customer service, performance and productivity
· Set performance goals and targets for the team and monitor progress
· Provide coaching, training, and feedback to team members to enhance their skills and performance
· Analyze contact center data and metrics to identify areas for improvement
· Develop and implement performance improvement plans
· Ensure compliance with company policies and procedures
· Handle escalated customer inquiries and complaints in a professional manner
· Collaborate with other departments to optimize call center operations
· Develop the workflows and contact center agent skillsets required to achieve satisfactory one call resolution
· Stay updated on industry trends and best practices in contact center management
· Ensure compliance with requirements of all Federal & State regulatory agencies
Requirements
Essential Job Functions:
1) Directs operations of a contact center to ensure the provision of comprehensive departmental services in compliance with all regulatory agencies and hospital requirements.
2) Ensures a collaborative departmental approach to operational planning, service design and the development of standard workflows, policies and procedures which reflect the mission of the organization.
3) Coordinates and oversees departmental services. Continuously assesses, measures and improves departmental performance through positive employee engagement activities. Inspires others with the credibility to enlist action.
4) Demonstrates technical and managerial competency. Analyzes results, derives conclusions and recommends improvement activities and priorities.
5) Reviews financial data to prioritize activities that improve the financial health of the organization through responsible management of departmental resources.
6) Effectively communicates vertically and horizontally throughout the organization and externally to patients and other stakeholders.
Knowledge, Skills and Abilities:
1) Demonstrates sound judgment, patience, and a professional demeanor at all times while working in a busy and stressful environment.
2) Shows an understanding of information technology through computer skills and a working knowledge of computer concepts and software applications: Word, Excel, Outlook, electronic medical records software and contact center management software.
3) Develops others by communicating clearly defined expectations, inspiring confidence and creating positive employee engagement.
4) Analyzes and solves complex problems using critical thinking, innovation, creativity, problem analysis and decision-making.
5) Demonstrates strong organizational and interpersonal skills in verbal and written communications to peers, supervisors, and subordinates.
Experience & Education Minimum Qualifications:
1) High school diploma or GED
2) Proven experience as a contact center manager or similar role preferred
3) Strong project management skills with ability to prioritize tasks effectively
4) Excellent communication skills, both verbal and written
5) Proficiency with Epic electronic medical record strongly preferred
6) Knowledge of medical terminology is beneficial