Top Contact Center Executive plans and directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Top Contact Center Executive establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Top Contact Center Executive develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Typically requires an advanced degree. Typically reports to top management. The Top Contact Center Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. To be a Top Contact Center Executive typically requires 8+ years of managerial experience. Comprehensive knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Description
Department: Contact Center
Supervisor Title: Contact Center Manager
Location: Afton, WY
Employment Status: Full-time
Compensation: Minimum $14.24, commensurate with experience and certification.
Benefits: We offer a competitive compensation package that includes:
Summary
As a Contact Center Representative, you support the Star Valley Health mission, vision and values every day. You are responsible for providing exceptional customer service and support to our patients, staff and community. You are often the first contact patients have with Star Valley and you are entrusted with the responsibility of providing a positive first impression to individuals served by Star Valley Health. You are responsible for providing timely, efficient, and customer focused service to patients, visitors, and team members.
Job Duties
- Billing questions
- Available medical services
- Hours of operation
- Locations
Requirements
Abilities & Skills:
- Excellent written and verbal communication skills in English; proficiency in Spanish is a plus.
- Strong customer service orientation with the ability to communicate effectively.
- Familiarity with medical terminology or experience in a medical office is advantageous.
- Proficient in data entry with attention to detail.
- Ability to multitask and prioritize tasks efficiently.
- Work in a team-oriented environment, communicate effectively, and demonstrate sensitivity to patients, visitors, and teammates.
- Demonstrate sound judgment, patience and always maintain a professional demeanor.
- Work in a busy and sometimes hectic environment.
- Creativity, problem analysis and decision making.
- Comply with HIPAA and other federal, state and local regulations as well as maintain the highest degree of confidentiality in patient, visitor and team member matters.
- Computer skills: Microsoft Word, Excel, Outlook, electronic medical records software, contact center software.
- Bilingual proficiency is preferred for effective communication with diverse customers.
Experience & Education
- High school diploma or GED
- Previous hospital or call center experience and knowledge of medical and billing terminology preferred
- General filing, billing, and business office organization experience preferred
- EMR/EHR experience preferred