Customer Service & Scheduling Manager

at  Centers For Pain Control

EDUCATION AND EXPERIENCE (DEGREES, YEARS IN PROFESSION)

• Associates in Business Management or Admin
• Supervising a team of 5+ direct reports
• 3 years full-time in a clinic or hospital Call Center or Help Desk
• High School Diploma or equivalent
• Supervising a team of 1 to 4 direct reports
• 1 year of full-time Call Center or Help Desk

PURPOSE:

The Customer Service & Scheduling Manager will act as the support liaison between our customers (patients, referring doctors & staff) and our internal staff, provide product/services information, resolve any emerging problems our customers face, and deliver these services through our Call Center and all other communication mediums such as email, our website, social media, and in person.

RESPONSIBLE FOR THE SUPERVISION OF THE CALL CENTER

• Schedule of Call Center staff
• Train & develop Call Center staff
• Create knowledge base articles, service scripts & conflict resolution training
• Handle customer complaints and keep records of communications
• Act as the SME for the Call Center phone & ticketing systems
• Report key analytics (call volumes, resolution data, & etc)

RESPONSIBLE FOR TIMESHEETS/PAYROLL

• Collect all timesheets from Call Center staff
• Ensure the accuracy of each sheet submitted
• Submit all timesheets to payroll

RESPONSIBLE FOR DIRECTLY MANAGING STAFF

• Monitor days off, early leaves and tardy arrivals
• Delegate responsibilities to the appropriate people
• Fill in when and where needed

RESPONSIBLE FOR ASSISTING MANAGEMENT

• Coordinate activities directed by management and/or physician
• Assist in many tasks as assigned by management to ensure a good workflow throughout the clinic

RESPONSIBLE FOR WORKING IN A PROFESSIONAL MANNER

• Attend all mandatory staff meetings per year unless excused as evidenced by documentation
• Attend mandatory in-services and a minimum of two pertinent in-services per year as documented
• Actively participate in performance improvement activities as observed or documented
• Establish realistic professional goals as evidenced by the annual performance evaluation
• Actively keep abreast of departmental and organizational activities by initialing log and posted material
• Demonstrate flexibility in response to unexpected change in workload or situation as observed
• Serve on committees and/or participates in changes of policy and procedures that affect the operation of services as documented
• Evaluate new products and modes of care, and demonstrates a knowledge of operating room equipment as observed and documented
• Assist in the orientation of new personnel as directed
• Support the mission and goals of the company as observed
• Read all emails within 24 hours as documented
• Perform other duties as required