Director of Call Center Operations
2.
5 Tampa, FL Tampa, FL Full-time Full-time Estimated:
$75.
9K - $96.
1K a year Estimated:
$75.
9K - $96.
1K a year 16 hours ago 16 hours ago 16 hours ago Are you ready to embark on a career journey that's more than just a job? At Tampa Family Health Centers (TFHC), we're redefining healthcare, and looking for a Director of Call Center Operations to be part of our dynamic team.
We're not just a healthcare organization; we're a community that thrives on innovation, compassion, and positive change.
Position Summary The Director of Call Center Operations is responsible for ensuring all Tampa Family Health Centers (TFHC) patients receive exceptional customer service through managing all call center operations, monitoring call center staff via software, and utilizing available system reports to maximize call center and staff performance.
Essential Function Supervision of call center staff to include completion of staff schedules, approval of work hours, and performance evaluations.
Compile and review real-time, daily, and monthly reports related to call center volume, staff productivity and call abandonment rates.
Monitor the call queue to ensure all calls are answered timely and being handled efficiently; assist with appointment scheduling and call center tasks as volume dictates.
Address all customer concerns and complaints received in call center.
Task phone messages to the health centers' task pools.
Utilize and update call center training materials, policies and procedures.
Be a leader and a resource to staff; available to answer questions and concerns; handle escalated calls.
Collect and send outgoing patient information, as needed.
Ensure call center staff is handling calls professionally, efficiently and effectively, delivering consistent, high quality customer service.
Support the Mission, Vision and Values of Tampa Family Health Centers.
Adhere to all TFHC, accreditation agency, and HIPAA rules and regulations.
Performs other duties as assigned by supervisor.
Knowledge and
Experience:
Ability to use and leverage current call center software and related technology; utilize Microsoft Office Suite; effectively navigate and utilize Electronic Health Records.
Ability to understand, develop, and update process/work flows based on business need.
Strong communication skills, both verbal and in writing; bilingual (English/Spanish) or multi-lingual strongly preferred.
Accustomed to working in a fast-paced, high demand administrative or clinical setting.
Ability to cultivate and foster teamwork Exceptional customer service skills Minimum of three (3) years' experience in a high volume FQHC, hospital, or call center.
Analytical reporting and/or supervisory experience required.
Education, Certification Training and License:
Bachelor's degree required.
Estimated Salary: $20 to $28 per hour based on qualifications.
5 Tampa, FL Tampa, FL Full-time Full-time Estimated:
$75.
9K - $96.
1K a year Estimated:
$75.
9K - $96.
1K a year 16 hours ago 16 hours ago 16 hours ago Are you ready to embark on a career journey that's more than just a job? At Tampa Family Health Centers (TFHC), we're redefining healthcare, and looking for a Director of Call Center Operations to be part of our dynamic team.
We're not just a healthcare organization; we're a community that thrives on innovation, compassion, and positive change.
Position Summary The Director of Call Center Operations is responsible for ensuring all Tampa Family Health Centers (TFHC) patients receive exceptional customer service through managing all call center operations, monitoring call center staff via software, and utilizing available system reports to maximize call center and staff performance.
Essential Function Supervision of call center staff to include completion of staff schedules, approval of work hours, and performance evaluations.
Compile and review real-time, daily, and monthly reports related to call center volume, staff productivity and call abandonment rates.
Monitor the call queue to ensure all calls are answered timely and being handled efficiently; assist with appointment scheduling and call center tasks as volume dictates.
Address all customer concerns and complaints received in call center.
Task phone messages to the health centers' task pools.
Utilize and update call center training materials, policies and procedures.
Be a leader and a resource to staff; available to answer questions and concerns; handle escalated calls.
Collect and send outgoing patient information, as needed.
Ensure call center staff is handling calls professionally, efficiently and effectively, delivering consistent, high quality customer service.
Support the Mission, Vision and Values of Tampa Family Health Centers.
Adhere to all TFHC, accreditation agency, and HIPAA rules and regulations.
Performs other duties as assigned by supervisor.
Knowledge and
Experience:
Ability to use and leverage current call center software and related technology; utilize Microsoft Office Suite; effectively navigate and utilize Electronic Health Records.
Ability to understand, develop, and update process/work flows based on business need.
Strong communication skills, both verbal and in writing; bilingual (English/Spanish) or multi-lingual strongly preferred.
Accustomed to working in a fast-paced, high demand administrative or clinical setting.
Ability to cultivate and foster teamwork Exceptional customer service skills Minimum of three (3) years' experience in a high volume FQHC, hospital, or call center.
Analytical reporting and/or supervisory experience required.
Education, Certification Training and License:
Bachelor's degree required.
Estimated Salary: $20 to $28 per hour based on qualifications.
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