Manager, Consumer Call Center

The Consumer Contact Center Manager is responsible for coordinating the daily functions of the Consumer Call Center team which serves as a central resource for our patients, community members, and healthcare providers with any questions, concerns, or needs specific to Ballad Health and the communities we serve. The Manager must promote effective communication and performance of duties to support the department's workflow and Team Members workload.

The Manager will ensure excellent customer service provided by this team by way of complete and accurate customer documentation and ongoing team member training.

• 1. Oversees the day-to-day operations including managing staff and providing external and internal customer service
• 2. Provides on-site and virtual supervision and is directly involved in answering and monitoring phone lines to model productivity, quality, and customer service standards
• 3. Supervises all Team Member related matters including Hiring, training, coaching, evaluating performances, disciplining, and leading call center representatives as they provide support for customers
• 4. Assures that excellent customer service is provided by offering professional development to the Team Members of the Consumer Call Center through training, coaching and leadership
• 5. Escalates customer concerns appropriately and timely
• 6. Maintains knowledge base for the IT platforms, CRM management, phone system, and operational procedures specific to the call center
• 7. Ensures team is appropriately staffed at all times to handle call center volume

• A Bachelor's degree in a Science, Health Related or Business field preferred. Must have excellent communications, marketing, and customer service skills.
• Four to Five years of call center work experience needed with call center management experience preferred.

• Computer software applications and databases, experience with a CRM platform
• HIPAA laws and regulations

• Shift: Day
• On Call:
  No
• Weekends:
  
  No
• Travel Required:
  
  Local Travel
• Shift Details: 8a-5p
• City/State:
  Johnson City, TN

Bristol Regional Medical Center