Job Description Summary
MUSC Community Physicians (MCP) is an entity within the Medical University of South Carolina that provides healthcare to patients within the rural health network throughout the state of South Carolina.

The Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction.

Entity
MUSC Community Physicians (MCP)

Worker Type
Employee

Worker Sub-Type
Regular

Cost Center
CC004701 MCP - Patient Access Center - Midlands

Pay Rate Type
Salary

Pay Grade
Health-31

Scheduled Weekly Hours
40

Work Shift

Job Description

The Manager of Call Center Operations reports to the Executive Director, Enterprise Patient Access. Under limited supervision, the Manager of Call Center Operations provides visible and proactive management to maintain effective operations and to promote customer satisfaction. This role maintains daily operational call center activities including supervision of call center staff to promote accuracy and optimal customer service. This position ensures call center best practices are achieved in areas of key performance indicators, quality, customer satisfaction and staff engagement, with continuous focus on people, process and technology.

• Directly manages call center staff to ensure proper process, quality, and performance adherence among call center groups
• Recruit, orient and mentor team members to ensure quality performance.
• Maintain and improve call center operations to ensure productivity, quality and high service standards.
• Maintain relationship with patients and physician partners to facilitate open communication, understand perspectives and monitor levels of satisfaction. Work with Practice Managers and providers to build and maintain provider schedules.
• Perform other duties as required.

Minimum Education and Experience:

Bachelor's Degree or Equivalent

7 years progressive work experience and 2 years management experience

Additional Job Description

Education: Bachelor's Degree or Equivalent Work Experience: 7 years progressive work experience and 2 years management experience

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees