Client Services Manager HealthLab
Client Services Manager HealthLab
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Client Services Manager - HealthLab reflects the mission vision and values of NM adheres to the organizations Code of Ethics and Corporate Compliance Program and complies with all relevant policies procedures guidelines and all other regulatory and accreditation standards.
The Client Services Manager serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
The Client Services Manager will hire train prepare and motivate their staff members to provide excellent service to customers; to set objectives analyze call center metrics ensure that staff meet their targeted goals and provide reliable efficient support for customers.
The Client Services Manager will be responsible for establishing call center objectives provide representatives with opportunities to expand their knowledge of services products and troubleshooting techniques focus on improving performance and processes to better support customers through data collection and analysis.
Responsibilities:
- Helps all employees make the connection between the NM values their daily work and patient and customer satisfaction. Holds staff accountable for modeling service standards and behaviors.
- Sets clear expectations for continuous quality and service improvement. Uses internal and external benchmark data and best practices to establish specific targets timelines and metrics for improvement projects.
- Encourages those who identify problems potential solutions and opportunities for improvement. Supports and empowers staff in piloting new ideas and solutions.
- Creates an environment of partnership collaboration seamless quality and service enhancement across teams departments and divisions of the organization.
- Stays informed of current and emerging issues and trends for areas of accountability NM organization and healthcare industry.
- Communicates and educates staff on requirements changes advances opportunities directions and projections for the future.
- Thinks and acts in ways that support the NM strategy vision and plans. Identifies opportunities for new business growth and development expansion of current services etc.
- Practices fiscal accountability. Encourages staff and team accountability by involving them in budget preparation identifying ideas for increasing efficiency cost savings developing and growing the business and existing services.
- Measures and monitors budget and business development plans; provides ongoing updates to staff.
- Achieves or exceeds budget and business growth and profitability targets.
- Makes effective hiring decisions; completes successful orientation process for new employees.
- Identifies staffs individual skills and interests; provides timely positive constructive feedback; addresses performance gaps as they occur with clear action plans and timelines for improvement.
- Supports ongoing learning and skill development for self and staff; provides coaching and mentoring; assigns stretch goals cross-training and other opportunities for career development within NM.
- Involves staff in planning and decision-making as appropriate. Holds staff accountable for follow-through and results.
- Facilitates change readiness and agility among staff and teams.
- Uses timely effective communication methods to update staff on departmental and organizational priorities and progress.
- Creates a culture of respectful communication by listening demonstrating approachability practicing meeting voicemail and e-mail courtesy.
- Asks for staff input; encourages diverse perspectives and solutions drawing from staff peers physicians patients and other stakeholders.
- Demonstrates ability to communicate effectively across departments and various sectors of the organization; within all levels of management; with patients visitors other customers etc.
- Acknowledges and celebrates individual and team contributions.
- Meets call center performance objectives including SLA (% of calls within X minutes) abandonment rates calls per agent etc.
- Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; and implementing process improvement and quality assurance programs.
- Continuously works with staff to improve efficiencies and patient satisfaction.
- Demonstrates exceptional leadership.
- Utilizes the call center system and electronic medical record to optimize the patient experience. Works with IT systems and applications to identify and implement innovative process improvement solutions.
- Training mentoring and providing EPIC training for new hires and supporting continued EPIC training for process improvements amongst staff
Qualifications :
Required
- Demonstrated success in call center management.
- Bachelors Degree.
- Skilled in budget and financial planning strategic planning problem solving human resource management and team building.
- A collaborative team player with a high degree of comfort interacting with patients physicians and executives. Able to effectively communicate in English both verbally and in writing. Ability to assess and determine situations requiring an interpreter and the use interpreter services effectively.
- Five (5) years progressive management experience in a call center preferably in a medical setting.
Preferred
- Masters degree
- Project Management
Additional Information :
Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age sex race color religion national origin gender identity veteran status disability sexual orientation or any other protected status.
Benefits
We offer a wide range of benefits that provide employees with tools and resources to improve their physical emotional and financial well-being while providing protection for unexpected life events. Please visit our Benefits section to learn more.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
