Manage and evaluate the activities/day-to-day operations Rogel Cancer Center Call Center located at the North Campus Administrative Complex Building in an adult/pediatric call center setting. Independently manage a team of 20 FTE Call Center Representative Intermediates and the Call Center Rep Senior. Responsible for hiring, salary setting, salary changes, performance coaching, planning and evaluation, disciplinary actions, firing, training, completion of annual performance evaluations, and development of all subordinate staff either directly or through the use of the Call Center Rep Senior. Supports 90+ physicians, and 50+ Advanced Practice Providers (APPs), scheduling Oncology patient’s. Evaluate and coordinate workflow/activities to achieve expectations, monitor call center data and manage to Ambulatory Care goals for new patient access, service level, abandonment rate, etc. Intercede on incoming telephone calls with difficult customers and/or calls requiring in-depth knowledge of the organization's products/services. Monitor calls/activities as necessary to ensure that performance standards are being met. Assign, monitor, and review progress and accuracy of work, direct efforts and provide technical guidance on more complex issues.
Provide direct management 20 FTE Call Center Representative Intermediates and the Call Center Rep Senior.
Provide coaching, mentorship and development opportunities to the Call Center Rep Senior.
Assist in the identification and resolution of operating problems related to call centering, scheduling, and process implementation.
Conduct formal on-the-job and ongoing training for call center staff; create a staffing plan conducive to meeting training needs.
Approve time off/vacation requests for Call Center Rep Senior; work with the Call Center Rep Senior to create a coverage plan for absences.
Approve payroll time for the Call Center Rep Senior.
Work with the Call Center Rep Senior to update and maintain call center training material.
Monitor call center agent phone calls for accuracy and quality assurance and provide feedback, coaching, and mentoring.
Complete annual performance reviews for all call center agents and Patient Services Intermediate.
Act as liaison between call center staff and others within the clinic or health center. Work directly with faculty, APPs, and nursing staff to resolve scheduling and call center issues.
Demonstrate excellent work ethic and customer service, acting as a role model in all areas of call center operations.
Collect and generate phone stat data. Report and share with Management team and call center staff on a weekly basis; utilizing data to assist in recognition, coaching, mentoring, and goal setting.
Help to oversee and monitor day-to-day call center operations and processes for customer satisfaction, efficiency, and target achievements: 80% service level, 80% new patient access within two weeks, 5% or less abandonment rate.
Communicate with all staff at weekly/monthly meetings to reach department goals, resolve issues and institutional priorities or changes.
Communicate with staff outside of the call center at our monthly “All Staff/ Leadership” meetings, reporting out on call center status, successes, issues, etc.
Foster positive communication among all staff- adult and pediatric Rogel Cancer Center and call center.
Lead the staff in the ongoing Lean in Daily Work Model quality improvement initiatives, working to make continuous improvement to call center value metrics (new patient access and service level).
Work with staff to consistently generate Everyday Lean Ideas, hold daily huddles and develop process improvements.
Maintain administrative confidentiality in all matters.
Oversee all physician and APP schedules to ensure that all available slots are full. Work with team to move patients into available slots when needed. Identify problems with scheduling projection and work to resolve.
Communicate with management/leadership team if unable to fill physician schedules or other issues that need to escalated.
Other duties as assigned.
A minimum of two years’ experience working in a Michigan Medicine call center or ambulatory care clinic setting
A minimum of two years’ experience scheduling outpatient clinic appointments required
Demonstrated competence in leadership and supervision
Previous supervisory experience
Knowledge of insurance referral and authorization requirements
Demonstrated excellence in customer service delivery
Demonstrated record of excellent attendance
Strong interpersonal and communication skills
Ability to manage stress effectively
Able to handle multiple responsibilities in a very busy setting.
Ability to exhibit professional and positive image when interacting with patients, faculty, and staff.
Experience utilizing Aspect phones
Bachelor’s degree or equivalent combination of education and experience
Experience as a MiChart Credentialed Superuser
Previous experience in a surgical services specialty clinic
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.
Internal Number: 184229
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.