Contact Center Director 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 Contact Center Director 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, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
POSITION SUMMARY :
The Contact Center Specialist provides complete and accurate scheduling, registration, insurance verification, ordering of tests and coordination of applicable physician office and outpatient hospital services.
This position assists patients with their stated and unstated needs by offering guidance and support while ensuring personal connections with each patient are made.
HOURS : 20 hours / week Monday- Friday dayshift hours between 9am-6pm. Occasional Saturday Rotation 8 : 00A-12Noon. The option to work from home may be possible after approximately 6 months on the job if the employee is meeting performance expectations.
ESSENTIAL FUNCTIONS : Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties :
e. schedule an appointment, transfer to Triage Nurse, call )Create and send telephone and triage encounters to physician offices using professional grammar and language to accurately relay the patients messageCollaborate with both clinical and non-clinical physician office staff to ensure patient needs are addressed in a timely mannerObtain the patients insurance information to confirm participation and coverage
SECONDARY FUNCTIONS : The following duties are considered secondary to the primary duties listed above :
JOB REQUIREMENTS
MINIMUM REQUIRED QUALIFICATIONS :
PREFERRED QUALIFICATIONS :
This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.
It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards.
Incumbent must be able to perform all job functions safely.
Benefits At A Glance :
PENN MEDICINE LANCASTER GENERAL HEALTH offers the following benefits to employees :
Tuition Assistance at The Pennsylvania College of Health Sciences
Disclaimer
PENN MEDICINE LANCASTER GENERAL HEALTHis an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.
Last updated : 2024-03-23
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