Job description
Overview:
With 55 different clinical and non-clinical specialties, you can design a career path at Kelsey-Seybold Clinic that allows you to grow your future in a completely new direction.
Kelsey-Seybold Clinic is changing the way health cares. Responsibilities:
Education
A.
Bachelor’s degree in a business or healthcare
discipline
Experience
5 years management experience in a healthcare related contact center
Licenses
Communication
A.
B.
Special Skills
A.
Proven ability to interpret and apply workforce
management data and other critical performance
metrics to maximize quality and productivity
within the Contact Center.
A high-level understanding of web-based tools
and applications
A.
WORKING ENVIRONMENT
Kelsey-Seybold Clinic, a Houston tradition in patient-centered care, is a multispecialty clinic with over 25 locations and comprises more than 500 physicians providing primary and specialty care in a collaborative manner.
With 55 different clinical and non-clinical specialties, you can design a career path at Kelsey-Seybold Clinic that allows you to grow your future in a completely new direction.
Kelsey-Seybold Clinic is changing the way health cares.
The Contact Center Site Manager (CCSM) oversees and coordinates all aspects of the daily Contact Center operation for their assigned location on a 24/7 basis. This position is responsible for the development and implementation of all operational strategies at their site to ensure alignment with performance, culture and overarching contact center policies and procedures and organizational objectives. The CCSM role requires a high degree of initiative, sound judgment and leadership. The ability to effectively collaborate with counter-part(s) at other locations is vital to ensure consistency across multiple sites. Equally important is the CCSM’s regular presence on the production floor to actively interact with managers, supervisors and front-line staff to remain engaged and aware of teams’ current challenges and wins. The CCSM must have the ability to interface, negotiate and communicate professionally with staff, patients and clinicians as well as vendors and representatives of internal support organizations such as IT and Facilities. All frontline human relations and all appropriate budget development, preparation, justification, and compliance associated with the assigned site are considered to be a critical function for this position.
This position is expected to represent Kelsey-Seybold Clinic to the community in a positive and professional manner through participation and attendance of community business events. The individual in this role sets the tone and leads with the Kelsey-Seybold mission and values in mind at all times.
Qualifications:
This position is expected to represent Kelsey-Seybold Clinic to the community in a positive and professional manner through participation and attendance of community business events. The individual in this role sets the tone and leads with the Kelsey-Seybold mission and values in mind at all times.
Contact Center Site Manager
Location: College Station
Department: Operations
Job Type: Full Time
Salary Range: $89,706.40 to $117,739.65 (Pay is based on several factors including but not limited to education, work experience, certifications, etc.)
EDUCATION REQUIREMENTS & EXPERIENCE REQUIREMENTS
(A = basics; B = preferred)
Education
A.
Bachelor’s Degree or 1 to 1 experience in lieu of education
B.
Bachelor’s degree in a business or healthcare
discipline
Experience
A.
5+ years Contact Center management
experience with a proven track record for
developing employees
3-year experience with advanced telecom systems such as complex ACDs and online
Applications
OR
4 years’ experience in a Team Manager role in the Kelsey-Seybold Clinic Contact Center and successful completion of the internal Site Manager internship
experience with a proven track record for
developing employees
3-year experience with advanced telecom systems such as complex ACDs and online
Applications
OR
4 years’ experience in a Team Manager role in the Kelsey-Seybold Clinic Contact Center and successful completion of the internal Site Manager internship
B.
5 years management experience in a healthcare related contact center
Licenses
A.
B.
Communication
A.
B.
Special Skills
A.
Proven ability to motivate and drive high performance and quality, ,
Capable of providing input into the design and implementation of sophisticated call routing schemes.
Effective conflict resolution skills
xcellent interpersonal and communication
skills; Employee Relations, Managing Metrics
and able to assume 24/7 accountability.
Budget preparation and justification
Capable of providing input into the design and implementation of sophisticated call routing schemes.
Effective conflict resolution skills
xcellent interpersonal and communication
skills; Employee Relations, Managing Metrics
and able to assume 24/7 accountability.
Budget preparation and justification
B.
Proven ability to interpret and apply workforce
management data and other critical performance
metrics to maximize quality and productivity
within the Contact Center.
A high-level understanding of web-based tools
and applications
Other
A.
Development of policy and procedures
Strong collaboration skills to achieve shared goals and objectives
Strong collaboration skills to achieve shared goals and objectives
B.
WORKING ENVIRONMENT
Office
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