Contact Center Manager

US-MA-Brookline
4 weeks ago(12/21/2017 1:29 PM)
Job ID
2018-9280
Category
Operations
Type
full time
Grade
22

Overview

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

POSITION SUMMARY:

 

The Contact Center Manager is responsible for providing strategic direction and oversight to the DFCI Welcome Center Triage teams. He/she will collaborate with management across the Contact Operations team as well as DFCI leadership to ensure an exceptional customer experience is delivered to all individuals calling into DFCI. He/she will also work within his/her team to motivate and energize staff with a focus on collaboration and ongoing supportive performance management.

Responsibilities

  • Under the guidance of the Director of Contact Center Operations and New Patient Coordination, provide strategic direction for DFCI Welcome Center triage and resolution
  • Ensure that a consistent and exceptional patient experience is delivered in accordance with DFCI Customer Service standards
  • Develop and maintain relationships with disease center teams and other DFCI stakeholders to continually improve contact center operations, maintain quality, and ensure stakeholder satisfaction
  • Lead Training/Quality Assurance team and Welcome Center Supervisors in the design and maintenance curriculum for Welcome Center staff
  • Establish, monitor, report, and continually work to improve key performance indicators
  • Responsible for overseeing the Quarterly Performance Evaluation program to monitor Welcome Center staff performance
  • Responsible for maintaining appropriate staffing and service levels
  • Ensure appropriate coverage in absence of Supervisors; may include hands-on disease center coverage
  • Manage personnel performance and concerns
  • Manage escalated patient or customer complaints
  • Manage the operating budget and cost center

Qualifications

MINIMUM JOB QUALIFICATIONS:

  • Bachelor’s degree required
  • 5+ years of administrative and/or customer service experience required; healthcare call center and/or telecommunications experience preferred
  • Knowledge of medical terminology required
  • PC proficiency required; knowledge of electronic medical records system, Epic, and customer relationship management systems preferred

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  • Excellent understanding of outbound and inbound customer support processes
  • Ability to optimize and flex resource allocation to account for call volume demands to ensure optimal customer experience
  • Ability to ensure that teams adhere to the performance standards of the DFCI Welcome Center department
  • Ability to track and monitor KPIs to ensure service levels are met
  • Strong attention to detail with the ability to multi-task and problem solve on the spot
  • Effective motivator and team player
  • Ability to interact effectively in a complex organization. Must be able to establish excellent working relationships with physicians, nursing, managers and administrators.
  • Highly motivated, independent and capable of performing in a fast-paced environment.
  • Exceptional customer service skills and ability to deescalate and resolve patient concerns

SUPERVISORY RESPONSIBILITIES:

The Contact Center Manager directly supervises the Patient Rep Supervisors and indirectly supervises the Patient Representatives.

 

PATIENT CONTACT:

Yes this position entails patient contact and communication. Methods of contact are primarily by phone, but may be in person, written letter or patient portal (Partners Patient Gateway). Age population served will depend upon clinical area assigned.



Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.

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