Contact Center Quality Manager jobs in Colorado

Delivering the highest quality gastrointestinal healthcare in Northern Colorado. We respect our patients, our referring providers and business partners; we respect each other and our communities.

Position Purpose

The Contact Center Manager will be responsible for leading a team of Procedure Schedulers, Office Schedulers, and Referral Specialists. The Contact Center Manager will oversee the daily operations of our call center. Incumbent will be responsible for ensuring operational success of the Contact Center, resulting in the highest level of patient satisfaction.

Essential Job Functions

• Supervise all Procedure Schedulers, Office Visit Schedulers, and Referral Specialists.
• Develop P&P’s, address operational gaps, and continuously monitor ways to improve the Contact Center resulting in the highest level of patient care.
• Create and maintain methods to tracks metrics such as accuracy rates.
• Coaches and mentors Contact Center staff resulting in the continuous improvement of the quality, consistency, and accuracy of processes.
• Utilizes tools to monitor qualitative aspects of patient phone calls and ensures team is providing excellent customer service.
• Collaborates with the human resource department on recruiting, selecting, orienting/training, and evaluating staff.
• Manages escalated calls or cases with professionalism.
• Interacts with other areas of the organization to foster good communication and a positive work environment.
• Maintain a good relationship with the physicians.
• Understand and adhere to all HIPAA regulations to maintain our patients’ privacy.
• Requires regular, predictable attendance.
• Flexibility is essential for success with CFG and on occasion, our employees may be asked to complete projects and tasks that could be outside of their normal scope of duties.

Required Competencies

• Effective Communication – both verbal and written
• Documentation and Information Recording – Possess excellent attention to detail as well as data entry skills.
• Customer Service – Ability to respond to questions appropriately and listen attentively.
• Professionalism – Build solid working relationships and support co-workers to foster a friendly work environment.
• Time Management – Must be able to work under pressure and complete projects according to established timeframes.

· Demonstrated comfort with Windows-based computer systems.

Knowledge, Skills, and Abilities

• Strong interpersonal and communication skills to effectively communicate with Physicians, other medical professionals, office personnel employees, and patients
• Highly organized, with experience in project managing, creating roadmaps, and execution.
• Experience analyzing data (scheduler performance, queue data, and overall business performance metrics) to identify gaps and actionable insights.
• Computer literacy and knowledge of relevant health care and administrative software
• Good leadership, motivation, training, and goal-setting skills.
• Coachable, focused on continued growth and development.
• Organization and time management skills

Required Competencies and Experience

• 3 years of scheduling experience required.
• Minimum of 1 year management experience.
• 5 Years general healthcare or medical office experience required.

Working Conditions and Physical Requirements

• Ability to walk, stand, stoop, bend, or sit for extended periods of time.
• Ability to speak clearly to be understood by our patients and employees.
• Ability to see within normal parameters.
• Ability to hear within normal range.
• Works in a well-lit heated/air-conditioned environment. Temperatures between 68 and 74 degrees.
• Must be able to work under pressure and complete projects according to established timeframes.
• Physical demands: percentage of time spent in each activity (estimate)
• Walking 30% - assisting patients, delivering information personally to other departments, collaborating with other department employees.
• Sitting 70% - checking out patients, coaching employees, answering the telephone, and working on the computer.
• Number of pounds that must be lifted, carried, pushed or pulled: up to 30lbs.
• Climbing on step ladders to reach top shelves, stooping, kneeling, crouching, reaching, fingering (like keyboarding, controls on a scanner, fax, etc.)
• Work may involve exposure to communicable diseases, medicinal preparations and other conditions common to a clinic environment.

Equipment used

Computer, printer, multi-line telephone, headset, fax machine, scanner, postage machine

Benefits

The Centers for Gastroenterology is proud to offer medical, dental, vision, life insurance, identity theft protection, a monthly HSA contribution, a 401(k) option with employer matching, 7 paid holidays, a personal holiday, a generous PTO package, a quarterly bonus program, an Employee Assistance program, voluntary accident and critical illness benefits, professional development opportunities, and of course, an awesome work environment!

Equal Employment Opportunity

Centers for Gastroenterology is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, military, or veteran status

Job Type: Full-time

Pay: $53,805.00 - $73,982.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Experience:

• Microsoft Office: 1 year (Preferred)
• Medical scheduling: 2 years (Required)
• management: 1 year (Required)

Ability to Commute:

• Fort Collins, CO 80525 (Preferred)

Ability to Relocate:

• Fort Collins, CO 80525: Relocate before starting work (Required)

Work Location: In person