Manager – Corp Svces Contact Ctr

Penn State Health – Penn State Health Corporation

Location: US:PA: Hershey
Work Type: Full Time
FTE: 1.00
Shift: Varied
Hours: Typically 8:00a ? 4:30p with 2nd shift and weekend shift possibilities
Recruiter Contact: Garrett C. Kieffer at gkieffer@pennstatehealth.psu.edu

SUMMARY OF POSITION:

Responsible for providing 365-day coverage from 6:00am-10:00pm for the Contact Center responsibilities including Careline, MD Network, and Patient Relations line. Responsible to manage and lead the daily operations associated with the Contact Center including staffing, coaching, and providing frontline leadership for staff. Provide strong mentoring and development opportunities for all team members. Proactively engage in hiring, performance evaluations and feedback, progressive discipline, and terminations. Ensure that all calls are answered accurately and timely while maintaining efficiency with all departmental procedures, service levels, quality, and productivity to support a positive patient experience. Assess, assign and monitor daily workload while providing a high level of customer service and serve as a resource for information for individuals internally and outside the department. Work with business partners to establish best practice workflows while maintaining and supporting the department mission. Deploys excellent customer service skills in all forms of communication.

ESSENTIAL DUTIES: The percentage of time spent performing essential functions is 95%. Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties: 

• Provide direct supervision of staff including performance evaluations, hiring, coaching, progressive disciplinary actions, and dismissal recommendations. Develop and oversee staff and leadership training. 
• Manage and ensure the successful performance of business functions performed within the Contact Center scope, including Careline, MD Network, Patients Relations, and scheduling. Maintain high service levels to support the patient experience. 
• Create and adjust all processes for the department. Maintain all department procedure manuals and policies and update as needed. 
• Develop and maintain key performance indicators and metrics for the department and staff including service levels and quality assurance. Regularly complete staffing models to support department goals and caller experience. 
• Act as super user for Contact Center software including Centaurus, Cerner, Call Center manager, and phone recordings. 
• Collaborate with all PSH departments to support internal and external needs, develop operational procedures, and implement new processes and procedures that support the health system. 
• Understand and complete annual operating budget. Monitor and maintain budget records while being fiscally responsible. Complete monthly variances comments as required. 
• Serve as a call center knowledge expert to develop best practices for the organization. Develop and maintain backup procedures to support business continuity during unscheduled system downtimes. Participate in institutional reviews and initiatives involving areas within span of control. 
• Provide development and mentoring to department leads and other leaders as required. Leads by example in creating a culture of safety. Ensures that all patient and environmental safety policies and procedures are strictly adhered to. Monitors use of office supplies in a way that is financially prudent and cost conscious.

MINIMUM QUALIFICATION(S):

• Bachelor’s degree or equivalent experience four (4) years

PREFERRED QUALIFICATION(S):

• Leadership experience in a call center environment, Microsoft tools, medical terminology, work force management principles preferred. 

WHY PENN STATE HEALTH?

Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community.

For more information:  About Us | Careers | Penn State Health   

Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:

• Be Well with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).
• Be Balanced with Generous Paid Time Off, Personal Time, and Paid Parental Leave.
• Be Secured with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
• Be Rewarded with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
• Be Supported by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.

For a full list with more detailed information: https://www.pennstatehealth.org/careers/working-here/total-rewards

WHY PENN STATE HEALTH CORPORATION?

There are many ways to make an impact with one of the leading research, teaching, and clinical healthcare systems in the country. Through a combination of operational, corporate, clinical, and nonclinical roles, we are advancing excellence and innovation in health care together as one team. As Penn State Health continues to evolve for the future, we are committed to hiring dedicated employees who are passionate about delivering the best possible support across our entire integrated health system. 

Within Penn State Health?s Shared Services Entity, we encourage our employees at every turn to continue their education and advancement. Numerous opportunities are available for professional development and career growth. 

YOU TAKE CARE OF THEM. WE?LL TAKE CARE OF YOU. State-of-the-art equipment, endless learning, and a culture of excellence ? that?s Penn State Health. But what makes our healthcare award-winning? That?s all you.

This job posting is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. Eligibility for shift differential pay based on the terms outlined in company policy or union contract. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position’s responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person’s perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. 

Union: Non Bargained

About Penn State Health

At Penn State Health, our mission is to enhance the quality of life and serve our community through improved health, the education of health professionals, and the discovery of knowledge. For us, service excellence is not only for our patients but also our employees. It means valuing each and every employee.

Connections working at Penn State Health

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