Lifepoint Health® ir daudzveidīgs veselības aprūpes pakalpojumu tīkls, kas koncentrējas uz veselības rezultātu uzlabošanu kopienās, kurām tas kalpo. Organizācija, kas dibināta 1999. gadā, nodrošina aprūpi visā veselības aprūpes sistēmā, izmantojot kopienu slimnīcas, rehabilitācijas slimnīcas, uzvedības veselības slimnīcas un citas aprūpes iestādes. Tās darbs apvieno pacientus, ārstniecības personas, kopienas un veselības aprūpes partnerus, lai veicinātu pacientu drošību, klīnisko kvalitāti, plašāku piekļuvi aprūpei un uz sadarbību balstītas aprūpes pieejas.
Call Center Manager, Patient Access
Lead patient engagement teams in Lifepoint Health’s Access Point division, improving call quality, team productivity, training, and access to care.
Apraksts
- Lead call center associates who speak with patients by phone.
- Train, monitor, mentor, and support associates with call handling and troubleshooting.
- Handle escalated calls professionally and model effective service.
- Help develop training resources and resolve process issues.
- Meet daily team quality and productivity goals.
- Oversee the team’s daily activities.
- Onboard new employees and prepare them to work independently.
- Track productivity measures, including wait times and abandonment rates.
- Resolve problems and complaints, including escalated calls.
- Share solutions, successes, and opportunities for improvement.
- Monitor calls and conduct coaching, training, disciplinary actions, and reviews.
- Keep employee tools and reference materials accessible, accurate, and current.
- Track attendance, daily statistics, paid time off, and sick time.
- Maintain, review, and update department policies and procedures.
Prasības
- Must live in the United States.
- Bachelor’s degree.
- At least 3 years of management experience, including hiring, training, coaching, and discipline.
- At least 3 years of call or contact center management experience focused on inbound and outbound call programs.
- Healthcare imaging scheduling experience preferred.
- Available Monday through Friday, 8 a.m. to 5 p.m.; hours may change based on business needs.
Priekšrocības
- 401(k)
- Paid time off
- Medical insurance
- Dental insurance
- Vision insurance
- Tuition reimbursement
- Employee Assistance Program
- Remote work arrangement