We are recruiting for a Manager, Contact Center Operations to join Lacuna Health in Louisville, KY.
Responsible for all aspects of day-to-day operations of the Lacuna Health Contact Center –Inbound and Outbound. Demonstrates understanding of and provides daily operational leadership guidance to a rapidly growing team of Nurse Advocates and Coordinators, i ncluding meeting agreed-upon service levels, training staff, ensuring customer satisfaction with Contact Center services and presenting a positive picture of Lacuna Health through actions and communications. Will empower staff to act as an advocate for customers and patients through inbound and outbound calls.
Oversee all aspects of daily Lacuna Health Call Center operations. This includes responding to inbound consumer inquiries within established service levels, as well as managing outbound call campaigns by using call prioritized queue management and risk stratification to reach priority patients.
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards.
Ability to interface with operations and sales to ensure timely response and follow-up to customer referrals.
Ensures the proper systems, procedures, internal controls, quality standards, metrics, and quality control processes are in place for the department's work.
Analyzes trends in metrics, call volume, connection rates, referral and admission conversions and implements action to meet and exceed goals and expectation
Accountable for identifying improvement opportunities and implementing action plans to address any issues within the call center
Ability to plan for staffing (skill and competency mix) to meet scheduled, peak and surge call types
Hire, establish goals, and coach call center team members. Provide a comprehensive orientation to Lacuna Health as well as to the Contact Center mission and objectives. Evaluate performance goals and provide informal ongoing feedback; meet formally each quarter with each employee to review progress, identify priority areas and re-establish goals if needed. Perform annual performance review.
Work to consistently have tools and aides for employees that are accessible, accurate and current. Maintain Contact Center policies and procedures, reviewing and updating as needed but at least on an annual basis.
Set concise and understandable, minimum expectations for phone etiquette, service levels, empathy and professionalism. Provide initial and ongoing team/individual education that supports employee certification, career growth and advancement in pertinent topics. Continuously strive to find new techniques and approaches that will help employees to provide more efficient service to customers or promote the provision of Contact Center services to new groups of customers.
Act as Contact Center spokesperson and representative for company-wide initiatives, communications, meetings with other departments, and outside events – always acting as the customer advocate. Promote the customer viewpoint and help others to see things through the customer's eyes.
Continually enhance knowledge and awareness of industry standards, trends and best practices in order to strengthen organizational knowledge and the Lacuna Health Contact Center.
Thorough understanding of call center operations, principles and metrics.
Advanced computer skills (MS office and call center equipment/software).
Excellent written and verbal communication skills.
Ability to train and develop team members.
Demonstrated leadership and vision (think outside the box) in managing staff groups and major projects or initiatives.
Ability to learn and relay new information quickly.
Strong interpersonal skills and a collaborative management style.
Ability to listen effectively to find the root cause of issues and manage any conflicts with team or customers and resolve issues.
Ability to prioritize, multi-task and adapt to a fast paced team oriented environment.
Sound judgment in decision making ability.
Bachelor's degree or equivalent experience.
Registered Nurse with professional licensure preferred.
5 years experience in management of a call center, focusing on inbound and outbound call placement, as well as queue management and forecasting.
Preferred 3 years of work experience with various aspects of acute and post-acute care that can be demonstrated through a solid understanding of post-acute care.
Excellent communication, management, interpersonal and leadership skills required.
Depending on a candidate's qualifications, this position may be filled at a different level.
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Job : Communications Primary Location : KY-Louisville-Lacuna Health Organization : 4993 - Lacuna Health Shift : Day