Call Center Manager RMG

Newport News, Virginia

Overview
The Riverside Medical Group (RMG) Practice Call Center Manager reports to the Practice Director and will be responsible for managing the day-to-day operations of the call center team located in the medical group office. Other areas of responsibility include staff development and training, process creation and improvement, meeting revenue cycle commitments for scheduling and authorizing accounts in advance for accurate pricing and patient quotes, acting as an expert scheduling resource for the department and project management as assigned.

What you will do

• Demonstrates ability to create and / or view and analyze various data reports to design meaningful metrics and trend reports and implement or recommend corresponding performance improvement initiatives.
• Works with team members to provide staff education and communication including but not limited to update sessions, daily communication of information pertaining to job performance, individual coaching, counseling, skill development, staff morale and motivation. Approachable and helpful to others.
• Effectively manages the department workload and special projects, by appropriately delegating to team members, while maintaining oversight and ensuring accurate completion.
• Responsible for customer / employee satisfaction, compliment disposition, complaint resolution and disposition including the measurement, evaluation, and related performance improvement actions.
• Efficiently manages the operations of the call center, meeting or exceeding productivity goals.
• Qualitatively manages the call center, meeting or exceeding associated quality goals.

Qualifications

Education

• Bachelors Degree, Related Field (Required)

Experience

• 2 years Clinical experience in the outpatient setting (orthopedics preferred). (Required)

Skills and Abilities

• Ability to use critical thinking and reasoning when assessing clinical situations
• Strong leadership skills in team building
• Strong written and verbal communication skills
• Knowledge of call center applications (automated call distribution systems, auto attendants, etc.) preferred
• Strong problem solving skills
• Knowledge of EPIC systems preferred.

Licenses and Certifications

• Clinical Certification as ATC, CMA, LPN or RN (Preferred)

To learn more about being a team member with Riverside Health System visit us at https://www.riversideonline.com/careers.