General Physician, P.C. is one of WNY's largest and most respected multi-specialty medical groups! We are committed to providing comprehensive, high-quality patient-centered care to improve the overall quality of the lives of our patients.
Currently, we are seeking a Contact Center Manager for our Corporate office located in Buffalo, NY! This is a full-time position, scheduled Monday – Friday, and includes Free Parking!
No nights, weekends, or holidays!
Our Benefits Include:
Medical, dental, vision & much more
Generous PTO and paid holidays
Competitive salary
401(K) 3% employer contribution
Discount program that includes Verizon
Employee engagement programs
Annual merit increases
The Contact Center Manager will play a critical role in leading our contact center operations for General Physician, PC. This position requires a strategic leader who can manage a diverse team, identify, plan and execute change, create and implement SOPs and drive performance improvements. The ideal candidate will have a proven track record in managing high-volume call centers, developing teams and improving processes in healthcare systems.
Key Responsibilities:
- Lead and manage the contact center operations, ensuring high-quality service to patients, doctors, clinical staff and system colleagues.
- Develop, implement and monitor standard operating procedures (SOPs), workflows and key performance indicators (KPIs) to enhance efficiency and effectiveness of the contact center.
- Develop and implement a quality and workforce management system with the supervisors.
- Coach, mentor and develop supervisors and team members focusing on skill enhancements and career growth opportunities.
- Engage with the teams to foster a positive and productive work environment and culture.
- Collaborate with healthcare professionals, practice managers and administrative staff to ensure seamless communication and resolution of issues.
- Analyze contact center data and trends to identify opportunities for process improvements, service enhancements and patient experience transformations.
- Ensure compliance with healthcare regulations and standards in all contact center activities.
- Manage staffing levels and schedules to meet contact volume demands and service level agreements.
- Oversee the integration of new technologies and systems to improve contact center operations and patient experiences.
- Set clear objectives that are aligned with the health system's priorities and goals and conduct regular performance reviews to provide constructive feedback.
Requirements:
- Bachelors degree in Business Administration, Healthcare Administration, or a related field or equivalent experience required.
- Minimum of 5 years of experience in a high-volume contact center, preferably in a healthcare environment to include at least 1 year of management experience.
- Strong leadership and people management skills, with the ability to motivate and develop a diverse team
- In-depth knowledge of contact center operations including SOPs, workflows, KPIs and contact center technologies
- Experience using electronic medical record platforms
- Excellent communication and interpersonal skills with the ability to engage with all levels of staff and external partners
- Proven track record of process improvement and operational excellence
- Familiarity with healthcare regulations and the ability to ensure compliance in contact center operations
- Strong analytical and problem solving abilities with a focus on data-driven decision making
- Other duties as assigned
Requirements:
Why General Physician P.C.?
- Work-Life Balance: Say goodbye to working nights, holidays, and weekends. No mandated overtime!
- Comprehensive Benefits: Medical, dental, vision, and more.
- Generous PTO: Enjoy your well-deserved time off.
- 401(K) with 3% Employer Contribution: Secure your financial future.
- Employee Discounts: Exclusive deals, including Verizon Wireless.
Compensation: $68,000-$80,000