Job Description

Administrative

• Develops and manages call center services to support the University of Michigan Health.
  
• Manages the call center services day-to-day operations, ensures high standards of customer services and achieves service goals. 
  
• Evaluates performance of key metrics (Service levels, Abandonment rate, talk time, handle time, etc.).
• Develops collaborative relationships with physicians, hospital administrators, department heads, and managed care networking partners.
  
• Responds positively to change, showing willingness to learn new ways to accomplish work.
  
• Proactively participates in continuous work improvement efforts including identifying ways to reduce wastes and costs.
  
• Ensures compliance with UMH practice, service, and regulatory standards.
  
• Maintains security of all databases and confidential personnel information.
  
• Manages the call center expenses. 
  
• Proactively serves as a resource for clinical and non-clinical departments in determining appropriate access mechanisms and ensuring access standards are met.
  
• Monitors and ensures call center employees comply with providing quality customer service.
  
• Adopts practices to improve work processes, enhance customer satisfaction and ensure excellence in daily work.
  
• Exhibits responsiveness to personnel at all levels by effectively communicating and sharing information at all levels, as well as arriving on time to meetings.
  
• Communicates effectively in ways that enhance productivity and build respectful relationships.
  
• Demonstrates active listening, written, verbal, and information technology skills.  

Personnel Management

• Demonstrates hiring practices that reflect diversity of people and are consistent with HR guidelines.
  
• Provides new staff with a comprehensive orientation of the call center.
  
• Develops and manages the work of the call center trainer, quality improvement coordinator and operational leads.
  
• Develops and implements strategies for fostering growth and development for call center staff.
  
• Provides resources and time to facilitate the learning and ongoing development of staff.
  
• Coaches call center staff through challenging customer service issues. 
  
• Counsels employees and implements development programs and/or disciplinary process in a timely, consistent, and fair manner.
  
• Utilizes participative management.
• Directs the development, implementation, and refinement of quality management program.
• Provides staff with ongoing feedback related to performance and conducts staff performance appraisals within established guidelines and timetables.
• Manages staff work schedules to ensure sufficient coverage.

Telephony System and Data Analytics

• Assesses and recommends telephony technology in conjunction with PRO technical support team and HITS.
• Troubleshoots and problem solves technical problems in conjunction with telephony vendor, PRO technical support team and HITS.
• Manages call center data dashboard to track and trend KPI measures. 
• Analyzes call center data to identify operational improvements. 

• Bachelor degree or an equivalent combination of education and experience; 5 or more years experience in call center management
• Experience in leading a dynamic and successful team 
• Experience with the University?s administrative functions and systems - HR and Payroll  
• Knowledgeable with telephony and cloud technologies (ACD, IVR, VoIP, etc.
• Knowledgeable with Health Information Exchange (HIE) referral workflows
• Experience in people management including, hiring, coaching and performance evaluation 
• Excellent interpersonal, communication, organizational and analytical skills
• Knowledge of principles and applications of data management
• Ability to manage competing deadlines, meet scheduled target dates and see tasks through to completion

SUPERVISION EXERCISED
Functional and administrative supervision of assigned PRO call center staff.

SUPERVISION RECEIVED
Direction will be received from the Senior Administrative Director of Physician Relations and Outreach.

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal opportunity/affirmative action employer.

About University of Michigan - Ann Arbor

A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.

Job Tags

Similar Jobs