• Job Description

  Req#: 1064243
  !*!
  Expected Starting Salary Range: $51,334.40 - $64,000
  Fulltime 40 hours per week
  Hours: Monday - Friday 8:30am-5pm, some weekend/holiday coverage may be required as needed.
  At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s.
  Cincinnati Children's Hospital Has Been Named:
  ● The #1 Pediatric Hospital in the Nation- US News and World Report 2023
  ● One of four Medical Centers making the list of the 2022 Glassdoor Best Places to Work
  ● An LGBTQ+ Healthcare Equality Top Performer in 2022 by The Human Rights Campaign (HRC)
  Market Leading Benefits Including:
  ● Medical coverage starting day 1 of employment. View employee benefits here: https://www.cincinnatichildrens.org/careers/benefits
  ● Pension plan and optional 403(b) supplemental retirement plans
  ● Tuition reimbursement for continuing education
  ● Expansive employee discount programs through our many community partners
  ● Referral bonus program for current staff!
  ● Support through Employee Resource Groups such as African American Professionals Advisory Council, Asian Cultural and Professional Group, EQUAL - LGBTQIA Resource Group, Juntos - Hispanic/Latin Resource Group, Veterans and Military Family Advocacy Network, and Young Professionals (YP) Resource Group
  ● Physical and mental health wellness programs
  
  SUBFUNCTION DEFINITION: Responsible for the timely registration and scheduling of patients for in-patient and out-patient services.
  
  REPRESENTATIVE RESPONSIBILITIES
  ·Staff Management
  Select, develop, motivate, counsel and discipline reporting staff. Regular coaching to enhance the growth and development of department staff. Maintains accurate personnel files and documents all performance issues and discussions including performance management process. Ensure orientation, in-service training and continuing education is provided to achieve the desired level of performance. Processes payroll for staff with accuracy and in a timely manner.
  ·Operations Management
  Manage the day-to-day operations, utilizing staff in the most efficient manner possible. Ensure adequate staffing and resources are used to deliver services for a 24/7 operation. Ensure departmental goals for call answer time, customer service; quality and productivity goals are met or surpassed. Analyze and evaluate department call volume and procedures offering recommendations for improvements. Actively participate in determining department goals.
  ·Communication
  Create and disseminate weekly, monthly and quarterly reports for department productivity and weekly CSR statistics for the switchboard, PPL and answer services. Create monthly team productivity reports and other required communications. Act as a liaison between the department and other CCHMC divisions.
  ·Problem Resolution
  Identify trends, determine root cause and provide resolution to completion in a timely manner. Manage complex issues, provide resolutions and make critical decisions. Work with IS, IT and software vendor to resolve system and telephone issues.
  ·Customer Service
  Ensures staff provides outstanding customer service and satisfies caller's request each and every time. Manages the survey requirements for assigned divisions and ensures team meets departmental goals for customer service. Build and maintain constructive/effective relationships with all internal and external customers.
  ·Quality
  Responsible for ensuring the quality, quantity and accuracy of the work completed by the CSRs.
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  EDUCATION/EXPERIENCE
  
  Required:
  ·Bachelor degree or equivalent combination of education and experience
  ·1 year of professional experience
  
  Preferred:
  ·2 years experience with call center operations mgmt, including supervisory experience
  
  
  
  Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families (EEO/AA).

• About the company

  502 Cincinnati Children's Hospital Medical Center is an academic pediatric acute care children's hospital located in Cincinnati, Ohio.

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