Manager Access Scheduling – Medical Group Call Center
Work Type: Full Time
Hours: 7:30am – 5pm
Responsible for all activities to ensure the right number of quality staff and supporting resources are in place at the right times to handle an accurately forecasted workload at the service level and with quality, efficiency and innovation. The activities include, but are not limited to, developing and sustaining optimal hiring, training, discipline and termination processes for staff; developing and sustaining innovative reward systems, feedback and people development plans; planning, organizing, managing and evaluating activities of scheduling calls, non-scheduling calls, and nurse triage across Medical Group Practice Sites in conjunction with clinical departments and phone trees; Serving as the lead communicator regarding data performance to achieve seamless communication, problem solving and performance excellence with internal and external stakeholders.
Bachelor’s Degree in Business or Communications required.
3 years of management experience in a Call Center environment required.
KNOWLEDGE, SKILLS, & ABILITIES:
Excellent written/verbal communication skills required.
Supervisory/Management skills required.
Intermediate computer experience including MS Office required.
Ability to work in a team setting to achieve common goals required.
Ability to analyze data is required.
Knowledge of payroll, hiring/interviewing and creating department policy/goals required.
5 years of management call center experience preferred.
Master’s Degree preferred.
Knowledge of Call Center and Workforce Management Applications preferred.
Extensive knowledge of ACD metrics (ASA, AHT, ABA, TSF) and best practices for improvement preferred.
If chosen for this position, you may be required to pass a Post Offer Employment Physical Exam in accordance with the measurements listed in the Work Task Analysis (WTA) report. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position’s responsibilities.
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Penn State Health Milton S. Hershey Medical Center is committed to affirmative action, equal opportunity and the diversity of its workforce. Equal Opportunity Employer – Minorities/Women/Protected Veterans/ Disabled.