Overview

This management position will oversee all daily activities at the referral call center including but not limited to: oversight and scheduling of call center staff, monitoring call volumes and wait times, developing scripts for referral service representatives, ensuring proper phone etiquette is followed, training of customer service representatives, liaison activities to promote the referral center, handle complaints and the development of monthly reports to determine overall progress and performance of the call center.

Responsibilities

Oversight of Referral Center Representatives.

Development of processes and procedures for representatives to follow.

Managing schedules to ensure appropriate staffing during peak call times.

Reporting and monitoring of Referral Center data.

Qualifications

Minimum Education:

Bachelor’s Degree in Marketing or Healthcare Related Field preferred

Required Skills, Knowledge and Abilities:

Computer knowledge (Microsoft Word, Microsoft Excel, Practice Plus), Great Communication Skills, Positive Attitude, Self-Motivated, Organizational skills, Medical terminology, Problem solving, Patient Advocate, Capable of multi-tasking.

Exceptional Customer Service skills

Minimum Work Experience:

5 years in Healthcare

Supervision/Work experience in physician offices