Under minimal supervision, responsible for Supervision of call center performance and direct Supervisory of functions performed by a team Daily and "live" monitoring of a multidiscipline call Queue to ensure excellent customer service and quality in service delivery. Performs call center analysis to create staff schedules and makes necessary adjustment in daily work schedules. Maintains, advises and provides interpretation of department policies and procedures and training. Provide leadership support to department by creating and submitting monthly department performance reports consisting of call center performance, scheduling accuracy, and customer service. Provide timely response to completion of staff evaluations and responding to patient and employee concerns.
*Develops and implements work schedules to ensure appropriate staffing on and off of phones to meet anticipated volume, required service levels and training needs. Regularly monitors call queue, distribution, volume and service levels adjusting staffing to meet changes. As needed, directs telephone coverage during periods of high volume, staff shortages and emergencies.
*Directs and coordinates the activities of employees assigned; determines work procedures and expedites workflow; assigns duties and reviews work.
*Sets clear expectations for staff by developing job specific customer service expectations and behaviors for each person supervised; clearly communicates expectations as job requirements and performance evaluation components.
*Responsible for maintaining appropriate staffing resources including recruitment and retention.
*Coordinates with designated trainer(s) to develop training plans and documentation of completion for current and new staff. Manages and maintains training documentation of staff.
*Conducts all performance evaluations on time, working with each employee to set specific professional and behavioral goals. Completes evaluations, as required for all employees.
*Conducts applicable call center staff meetings, huddles and one on ones.
*Meets all deadlines with regard to grievance/corrective action processing.
*Conducts Quality Assurance auditing of scheduling, verification functions, call handling and customer service skills.
*Meets with employees to review performance, projects and initiatives.
*Monitors staff attendance and the use of break/lunch times to assure proper phone coverage.
*Ensures adequate shift coverage. Hires new employees, conducts interviews to assure proper staffing.
*Orients all new employees.
*Acts as a point of client contact and works directly with clients to address current issues, new projects, and training.
*Ensures peer quality review, case reconciliation, and transmission.
*Reviews quality control comments and provides additional feedback, training or retraining as needed.
*Participates in client audits.
*Assists with updates to existing SOPs and work instructions as well as the development of new controlled documents as needed.
*Monitors call center performance live, daily, weekly and monthly.
*Plans for and problem solves human resource allocation during busy times to decrease wait time.
*Collaborates with IT department regarding call routing concerns and flows.
*Prepares necessary and required reports to management (i.e. call center, productivity and quality reports.)
*Maintains standard work documentation, training tools and department policies and procedures.
*Keeps department management and staff informed on pertinent information. Completes assigned responsibilities in a timely manner, adheres to work schedule.
*Participates in LEAN projects and meetings related to department and hospital operations.
*Plans his/her work and related activities in a manner that is consistent with organizational goals, assigned objectives and timelines, and meets expected outcomes.
*Attends registration Leadership Forum and conducts monthly departmental meetings sharing information from the forum and other items that are of importance to the group.
*Has the ability to comprehend and appropriately use medical terminology, can read, understand and interpret information provided and questions asked.
*Using client approved resources and applicable information, answers information questions and, as applicable, conveys product or medical device use information to consumers and/or healthcare professionals as appropriate, in a timely, courteous and professional manner.
*Assesses and manages a diverse set of circumstances that may be presented during interactions with callers and responds appropriately within established guidelines. Has the ability to learn and convey new material quickly in an ever-changing environment.
*Accurately assesses information to determine whether adverse event or product quality complaint information is reported and handles such cases as appropriate per applicable client directives.
*Documents inquiries, responses and actions taken in a clear, concise and accurate manner. May capture and submit product complaint information within the required time frames and according to applicable client directives. Must document information accurately, clearly and concisely for the purpose of fulfilling regulatory requirements per established guidelines.
*Demonstrates knowledge of good documentation practices and quality control.
*Collaborates with the Quality Assurance team on planned deviations, non-conformances and corrective action plans.
*Participates in RMPDS wide business objectives including, but not limited to the Business Continuity Plan.
*Collaborating with the Safety Reporting Center leadership team to implement new processes and procedures.
*Other duties as assigned
Knowledge, Skills & Abilities
Knowledge, Skills and Abilities1. Knowledge of call center technology and metrics.2. Critical analytical thinking skills, with an emphasis on customer service including excellent telephone skills. 3. Provide excellent customer service in a call center environment and relate to a diverse patient population. 4. Excellent follow through and detailed oriented with a high level of accuracy. 5. Prioritize and perform a multitude of duties. Inspire trust and be approachable. 6. Provide team support with patience, respect, and equality. 7. Bilingual skills are preferredComputers and Technology1. Proficient in Microsoft Office; i.e., Word, Excel, Outlook and PowerPoint. 2. Outstanding technical skills and ability to learn and navigate new software quickly. 3. Knowledge of PC applications (NT, Windows) including healthcare or call center applications, 65 wpm typing, along with strong organizational and prioritization skills.
* Associate's Degree (Required) 1. Required Education and Experience: a. Associate's degree and three years' call center experience OR b. High school/GED and six years' call center experience2. One year leadership experience preferred.3. Healthcare experience preferred.
Shift Days Full time
All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.
Denver Health is an integrated, efficient, high-quality academic health care system that is considered a model for the nation. The Denver Health system includes the Rocky Mountain Regional Level I Trauma Center, a 525-bed acute care medical center, Denver's 911 emergency medical response system, 8 family health centers, 15 school-based health centers, the Rocky Mountain Poison and Drug Center, the Denver Public Health Department, an HMO, and The Denver Health Foundation.
As Colorado's primary safety net institution, Denver Health is a mission-driven organization that has provided more than $3.3 billion in care for the uninsured in the last ten years. Denver Health is a leader in performance and quality improvements and remains financially secure, in part, due to its nationally recognized implementation of lean principles in healthcare. Denver Health is a major resource to the community, serving approximately 185,000 individuals and 67,000 children a year.
Located just south of downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.
We strongly support diversity in the workforce and Denver Health is an equal opportunity employer (EOE).
"Denver Health is committed to provide equal treatment and equal employment opportunities to all applicants and employees. Denver Health is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class."
Internal Number: 799
About Denver Health
Take your career to the next level at Denver Health, where we offer a robust benefits package and endless opportunities for growth. Denver Health is a nationally-ranked, locally-trusted, premier healthcare institution located in the heart of Denver, Colorado.Twenty-five percent of all Denver residents, or approximately 150,000 individuals, receive their health care here. We are known as an integrated health care system that encompasses multidisciplinary academic specialties, a community health system, a level I adult trauma center, pediatric emergency and urgent care center home to Denver Public Health and many of the nation’s leaders in medicine.