Job Description
Role Description
- This position is responsible for the daily oversight of the Answer Line staff and operations, ensuring operational standards, quality standards and customer service expectations are consistently met.
- Serves as the day-to-day leader providing coaching and development, training, and issue resolution for staff.
- Assists with department-level performance improvement initiatives and employee engagement activities.
- Develops and maintains relationships with key operational leaders and key stakeholders.
- This is a remote position, must reside in Missouri or Illinois.
- Must have flexibility to work evenings/weekends as needed and a rotating on-call shift monthly.
- Qualifications
- High School Diploma or GED
- 2-5 years of experience
- Supervisor experience: less than 2 years
- Requirements
- Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans.
- Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
- May participate in the development of departmental staffing, revenue and/or expense budgets and having direct responsibility for adhering to those goals.
- Provides access for consumers to BJC hospitals and HSOs by overseeing the call center functions.
- Defines and monitors clear and measurable objectives, including quality assurance of phone calls.
- Ensures effective reporting to and communications with clients, including HSO leadership, physicians and department leadership.
- Assumes responsibility for professional enhancement; maintains a thorough knowledge of unit, department, and BJC.
- Develops and delivers training programs for staff relating to operational and healthcare offerings.
- Identifies and resolves operational problems using defined processes, expertise and judgment.
- Ensures audits are conducted, standards are met, successful outcomes are achieved.
- Monitors and reports call center productivity and success indicators including staff productivity, abandon call rate, average answer speed, appointments scheduled, filled fields and caller satisfaction.
- Benefits
- Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
- Disability insurance paid for by BJC
- Annual 4% BJC Automatic Retirement Contribution
- 401(k) plan with BJC match
- Tuition Assistance available on first day
- BJC Institute for Learning and Development
- Health Care and Dependent Care Flexible Spending Accounts
- Paid Time Off benefit combines vacation, sick days, holidays and personal time
- Adoption assistance
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