Location: Roanoke,VA, USA
Call Center Scheduling Manager
Roanoke, VA, US, 24015
Employment Status: Full time
Shift: Day
Facility: Park View
Requisition Number: 147693
How You'll Help Transform Healthcare:
This is a hybrid position with 1-2 days per week in the office, possibly more due to business needs.
Manages the day to day operations of a centralized call center serving as the gateway to Carilion Clinic with a commitment to providing the highest quality service to patients, providers, internal stakeholders and others.
* Organizes and oversees daily operations and activities for areas managed, providing leadership, direction and support for staff managed, coordinating work flow and staffing coverage.
* Ensures excellent customer service and adherence to call processing protocols through call monitoring and quality assurance scoring on recorded calls and sent messages. Reviews call documentation to ensure compliance with department standards.
* Provides regular ongoing feedback to staff regarding their performance. Regularly coaches staff to improve customer service delivery and ensure compliance with departmental standards. Initiates performance improvement plans and delivers disciplinary action, up to and including separation.
* Defines, establishes, prepares, maintains and supports processes, policies, and procedures for the department.
* Oversees the recruitment, hiring, training, and retention of call center staff.
What We Require:
Education: Bachelor's degree or equivalent experience required. Associate's degree with medical licensure accepted.
Experience: Minimum of 5 years of interpreting or using quantitative reports to measure and evaluate department and individual performance. Minimum of 10 years of experience in a healthcare or call center environment.
Licensure, certification, and/or registration: Medical licensure (RN/BSN, LPN, ARRT, RRT) preferred.
Other Minimum Qualifications: Demonstrates an understanding of the revenue cycle, practice operations and the impact scheduling has upon both. Knowledgeable about call center technology, metrics, and reporting. Excellent ability to solve complex problems. Exhibits strong organization, analytical, and time management skills. Ability to use electronic medical record, preferably with experience with EPIC.
About Carilion
This is Carilion Clinic ...
An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.
Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.
Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.
Requisition Number: 147693
Employment Status: Full time
Location: Park View
Shift: Day
Shift Details: M-F 8a-5p/ hours may vary
Recruiter: JASON A BISHOP
Recruiter Phone: 540-###-####
Recruiter Email: ...@carilionclinic.org
For more information, contact the HR Service Center at 1-800-###-####.
Equal Opportunity Employer
Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity
Carilion Clinic is a drug-free workplace.
Carilion Total Rewards
What matters to you is important to us-like benefits, rewards, and resources to improve your life. Carilion understands the importance of prioritizing your well-being to help you develop and thrive. When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion:
* Employer Funded Pension Plan, vested after five years (Voluntary 403B)
* Comprehensive Medical, Dental, & Vision Benefits
* Flexible Work Arrangements/Schedules
* Remote Work Options
* Paid Time Off (accrued from day one)
* Onsite fitness studios and discounts to our Carilion Wellness centers
* Access to our health and wellness app, Virgin Pulse
* Discounts on childcare
* Continued education and training
Find more about Carilion Clinic's benefits by vising our Total Rewards Page.
Equal Opportunity Employer
Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity
Carilion Clinic is a drug-free workplace.
Nearest Major Market: Roanoke
Job Segment: Call Center, EMR, Call Center Manager, Call Center Supervisor, QA, Customer Service, Healthcare, Quality