- Call Center
- 11929
- 5202 Presidents Court Suite 100, Frederick, Maryland, US, 21703; Newark, Delaware
- Full-Time
- Onsite
- USD $45,000.00/Yr.
- USD $75,000.00/Yr.
Artificial Intelligence; Advanced Technology; The very best in patient care. With decades of expertise, we are Radiology Forward. With dynamic cross-training and advancement opportunities in a team-focused environment, the core of our success is its people with the commitment to a better healthcare experience. When you join us as a Contact Center Team Manager you will be joining a dedicated team of professionals who deliver quality, value, and access in the 21st century and align all stakeholders- patients, providers, payors, and regulators to achieve the best clinical outcomes.
You Will:
- Lead teams of employees including hosting team huddles, individual agent check-ins, hiring, coaching, counseling and termination.
- Responsible for Manager of Duty shifts ensuring contact center exceeds performance goals including calls handled, calls abandoned, TTA, specialty team performance.
- Manage daily operation of phone system, update daily stats, and runs ad-hoc reporting as needed.
- Troubleshoots and escalates all phone and systems issues in a timely manner.
- Provides feedback in a timely manner regarding team operation including success metrics tied to initiatives, performance management, goal setting, monitoring of performance that will provide successful results.
If You Are:
- Passionate about patient care and exercise sound judgement and an ability to remain professional in all situations.
- You demonstrate effective and professional communication, interpersonal skills and respect with patients, guests & colleagues.
- You have a structured work-approach, understand complex problems are and you are able to prioritize work in a fast-paced environment.
To Ensure Success in This Role, You Must Have:
- Requires High School Diploma and/or at least 1 year of contact center office work experience (or medical training program/education)
- Ability to multi-task, attention to detail, excellent customer service skills, and good communication skills.
- Ability to foster teamwork, inter-personal awareness, and initiative.
- Medical terminology knowledge.
We Offer:
- Comprehensive Medical, Dental and Vision coverages.
- Health Savings Accounts with employer funding.
- Wellness dollars
- 401(k) Employer Match
- Free services at any of our imaging centers for you and your immediate family.
Shift Requirements: M-F 8:00am-4:30pm, Flexibility is required!
We are a Equal Employment Opportunity employer. Our policy is to provide equal employment opportunities to all applicants and employees without regard to race, religion, creed, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age, military and/or veteran status or any other basis protected by applicable law. If you need a reasonable accommodation for any part of the employment process (including the application, any testing, or interview process), please contact us by email at Talent Acquisition Department and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. We encourage all qualified individuals to apply for employment.
We consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, California Fair Chance Act, and the New York City Fair Chance Act, where applicable.
The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty, location, and training. Any listed pay scale is not a guarantee of a particular wage.
We consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, California Fair Chance Act, and the New York City Fair Chance Act, where applicable.
The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty, location, and training. Any listed pay scale is not a guarantee of a particular wage.
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