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General Physician, P.C. is one of WNY’s largest and most respected multi-specialty medical groups! We are committed to providing comprehensive, high-quality patient-centered care to improve the overall quality of the lives of our patients.
Currently, we are seeking a Contact Center Manager for our Corporate office located in Buffalo, NY! This is a full-time position, scheduled Monday – Friday, and includes Free Parking!
No nights, weekends, or holidays!
Our Benefits Include:
Medical, dental, vision & much more
Generous PTO and paid holidays
Competitive salary
401(K) 3% employer contribution
Discount program that includes Verizon
Employee engagement programs
Annual merit increases
The Contact Center Manager will play a critical role in leading our contact center operations for General Physician, PC. This position requires a strategic leader who can manage a diverse team, identify, plan and execute change, create and implement SOPs and drive performance improvements. The ideal candidate will have a proven track record in managing high-volume call centers, developing teams and improving processes in healthcare systems.
Key Responsibilities:
Lead and manage the contact center operations, ensuring high-quality service to patients, doctors, clinical staff and system colleagues.
Develop, implement and monitor standard operating procedures (SOPs), workflows and key performance indicators (KPIs) to enhance efficiency and effectiveness of the contact center.
Develop and implement a quality and workforce management system with the supervisors.
Coach, mentor and develop supervisors and team members focusing on skill enhancements and career growth opportunities.
Engage with the teams to foster a positive and productive work environment and culture.
Collaborate with healthcare professionals, practice managers and administrative staff to ensure seamless communication and resolution of issues.
Analyze contact center data and trends to identify opportunities for process improvements, service enhancements and patient experience transformations.
Ensure compliance with healthcare regulations and standards in all contact center activities.
Manage staffing levels and schedules to meet contact volume demands and service level agreements.
Oversee the integration of new technologies and systems to improve contact center operations and patient experiences.
Set clear objectives that are aligned with the health system’s priorities and goals and conduct regular performance reviews to provide constructive feedback.
Requirements:
Bachelors degree in Business Administration, Healthcare Administration, or a related field or equivalent experience required.
Minimum of 5 years of experience in a high-volume contact center, preferably in a healthcare environment to include at least 1 year of management experience.
Strong leadership and people management skills, with the ability to motivate and develop a diverse team
In-depth knowledge of contact center operations including SOPs, workflows, KPIs and contact center technologies
Experience using electronic medical record platforms
Excellent communication and interpersonal skills with the ability to engage with all levels of staff and external partners
Proven track record of process improvement and operational excellence
Familiarity with healthcare regulations and the ability to ensure compliance in contact center operations
Strong analytical and problem solving abilities with a focus on data-driven decision making
Other duties as assigned