Job Summary:

• Act and work in a manner that is consistent with the company’s core values
• Ensure that all phone calls and customer communications are being answering immediately
• Provide directions to all Call Center Specialists to ensure a highly attentive and accurate level of customer service
• Complete all product specialist certification courses
• Demonstrate a thorough understanding of merchandise and installation
• Assist in validating the overall merchandising, pricing and organization of the website
• Communicate SOP direction and changes to all associates in a timely manner
• Assist customers with product questions and selections
• Process customer order via the company’s website
• Process customer refunds and exchanges according to company guidelines
• Assist the Call Center Manager with any other needs associated with the call center

Skills on Resume: 

• Alignment with Company Values (Soft Skills)
• Effective Communication (Soft Skills)
• Leadership and Direction (Soft Skills)
• Product Knowledge (Hard Skills)
• Website Management (Hard Skills)
• SOP Communication (Soft Skills)
• Customer Assistance (Soft Skills)
• Support to Management (Soft Skills)

Job Summary:

• Ensures Carrier Service Level Agreements (SLAs) are met at all times
• Identifies and resolves issues impacting Service Level Agreements (SLAs)
• Administers training programs for new hires and existing staff
• Reviews and checks Zendesk tickets for quality and distribution to staff
• Supervises team in a consistent manner (assists with tickets when necessary, meets on a regular basis with team) 
• Establishes effective and positive communication across team
• Provides communication and follow-up to ensure team members 
• Investigates customers’ problems and find solutions
• Take calls in the queue on a daily basis
• Maintain a world-class service level
• Understand and drive results to key KPIs
• Balance a workforce that is both effective and efficient

Skills on Resume: 

• Service Level Agreement (SLA) Management (Hard Skills)
• Issue Resolution (Hard Skills)
• Training Administration (Hard Skills)
• Quality Assurance (Hard Skills)
• Team Supervision (Soft Skills)
• Communication Skills (Soft Skills)
• Customer Issue Resolution (Hard Skills)
• Performance Management (Soft Skills)

Job Summary:

• Ensures Carrier Service Level Agreements (SLAs) are met at all times
• Identifies and resolves issues impacting Service Level Agreements (SLAs)
• Administers training programs for new hires and existing staff
• Reviews and checks tickets for quality and distribution to staff
• Supervises team in a consistent manner (assists with tickets when necessary, meets on a regular basis with the team) 
• Establishes effective and positive communication across the team
• Provides communication and follow-up to ensure team members are fully informed of all new information related to products, procedures, customer needs and company-related issues, changes or actions.
• Investigate customers’ problems and find solutions
• Take calls in the queue on a daily basis
• Conduct leadership-level reviews to address performance trends and identify potential systemic anomalies impacting call volumes or the customer experience
• Work with leadership to ensure consistent customer service within established guidelines

Skills on Resume: 

• Training Administration (Hard Skills)
• Quality Assurance (Hard Skills)
• Team Supervision (Hard Skills)
• Effective Communication (Soft Skills)
• Information Dissemination (Soft Skills)
• Problem Solving (Hard Skills)
• Call Handling (Hard Skills)
• Performance Analysis (Hard Skills)
• Collaboration with Leadership (Soft Skills)

Job Summary:

• Manages timekeeping and scheduling adjustments of call center staff, provides supporting materials for staff
• Addresses performance-related issues and provides training and assistance in reaching targets and goals
• Involved in recruitment strategy, prioritizing department needs and is the first level of escalation of customer service issues
• Supervises work assignments
• Expected to participate on phones in a recruitment role as staffing and workload would require
• Provides reporting and development for individual and team performance
• Tracks metrics and presents metric-related information with clarity and precision
• Engages in enhancing the database to provide work-flow efficiencies for team improvements,
• Involved in Community Affairs to expand awareness about Medpace, who we are and what we do along with the subject database.
• Responsible for customer service objectives by training, assigning, scheduling, coaching, counseling, and disciplining employees, communicating job expectations, monitoring, appraising, and reviewing job contributions, enforcing policies and procedures
• Responsible for reviewing performance scorecards for CSRs to gauge the effectiveness of customer service outputs
• Provide ongoing employee development via bi-monthly one-on-one, in support of metric objectives (e.g. AHT, CSAT, Call Quality, etc.

Skills on Resume: 

• Time Management and Scheduling (Hard Skills)
• Performance Management (Hard Skills)
• Recruitment Strategy (Hard Skills)
• Supervision and Leadership (Soft Skills)
• Reporting and Analysis (Hard Skills)
• Database Management (Hard Skills)
• Community Engagement (Soft Skills)
• Customer Service Management (Soft Skills)

Job Summary:

• Direct supervision of a customer service team that responds to request for support via phone, chat or e-mail
• Hire, train and coach staff in standard policies, procedures, and best practices.
• Identify opportunities for operational improvements and recommend/implement solutions.
• Monitor and motivate staff including delivering performance appraisal and corrective action
• Serve as the first point of contact for all employee-related issues
• Contribute to the development of processes and procedures.
• Answer agent questions regarding best practices or handle escalations.
• Prepare reports and analyze data to assist management in determining call center goals.
• Work with other supervisors and management team members to support agents and maximize customer satisfaction.
• Provide ongoing corrective action to CSRs including performance improvement plans
• Communicates process enhancements and new program elements to CSR's
• Provide backup support and coverage for CSRs

Skills on Resume: 

• Leadership Skills (Soft Skills)
• Training and Coaching (Hard Skills)
• Analytical Skills (Hard Skills)
• Performance Management (Soft Skills)
• Conflict Resolution (Soft Skills)
• Process Improvement (Hard Skills)
• Communication Skills (Soft Skills)
• Data Analysis and Reporting (Hard Skills)

Job Summary:

• Supervises, plans and manages functions concerned to the call center environment
• Oversees call monitoring, coaching, training, disciplining and reviewing all calls of a designated call center team
• Manages and trains CSRs to achieve Key Performance Indicators (KPI) by guiding callers to identify the best plan suitable to the needs
• Acts as an information source by answering questions, assigning tasks, follow-up and giving instruction
• Follows up and resolves caller questions or complaints
• Ensures the call center team receives the appropriate support and training to apply the best skills and knowledge on the job
• Monitors, evaluates and measures the performance of CSRs to improve efficiency
• Monitors the work schedules of the CSRs, and schedules breaks and shifts to allow for adequate coverage
• Complies with attendance and performance indicators
• Communicates solutions, successes and opportunities for improvement to the Call Center Manager
• Adheres to Average Speed of Answer (ASA) performance indicators.

Skills on Resume: 

• Supervisory Skills (Hard Skills)
• Performance Management (Hard Skills)
• Communication Skills (Soft Skills)
• Problem-solving (Hard Skills)
• Training and Development (Hard Skills)
• Performance Evaluation (Hard Skills)
• Scheduling and Time Management (Hard Skills)
• Adherence to Metrics (Hard Skills)

Job Summary:

• Assign daily tasks to team members and create work schedules
• Provide feedback on performance through quality assurance monitoring and provide monthly coaching or on a needed basis
• Coordinate with HR to acquire and train new employees and take disciplinary action when necessary
• Assist department management in the timely and efficient flow of all necessary documents in accordance with applicable codes
• Assist customers and regulatory personnel by resolving various documentation problems
• Maintain high levels of customer service
• Ensure KPIs are met
• Running reports for clients
• Design more efficient ways of processing work
• Facilitate employee teamwork to meet customer's needs
• Resolve team-level employee issues
• Coordinate and administer general business office activities
• Supervise office services such as mail and messenger, duplicating, central filing, word processing, fax equipment, telephone, stationery supplies, order processing, and security

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Performance Management (Soft Skills)
• Human Resources Coordination (Hard Skills)
• Document Management (Hard Skills)
• Customer Service (Soft Skills)
• KPI Management (Hard Skills)
• Report Generation (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary:

• Cultivate an environment that encourages patient-centered care, high performance and collegiality
• Provide daily support/mentoring/training to new hires as well as existing Patient Communication Specialists/Prescription Refill Specialists.
• Participate in hiring, performance management, and disciplinary decisions and actions.
• Complete employee performance reviews on a timely basis, including performance improvement plans, evaluations and any probationary or counseling memos.
• Responsible for the monitoring of daily activity and completion of performance and metric reports such as login and logout reports, flags/alerts, phone notes, and delivering feedback from auditors.
• Responsible for monitoring calls and quality through active side-by-side and remote listening. 
• Performs at a minimum of 2 coaching sessions daily with detailed call feedback.
• Review daily schedules and takes a proactive approach to ensure appropriate coverage for call handling in the queues and for covering and calling back patients that left a voicemail.
• Lead staff daily, providing a model of positive, compassionate care for patients and service for the practice.
• Effectively manage and delegate the team’s roles and responsibilities, holding staff accountable for basic functions of,
• Excellent customer service, accurate patient demographic collection, documentation of the conversation and also some schedule management.
• Evaluate performance through the use of key metrics and reporting mechanisms including calls/hour, abandoned rate, login and logout report, wrap-up time, and any others that may be helpful when discussing performance management.

Skills on Resume: 

• Leadership (Soft Skills)
• Training and Mentoring (Soft Skills)
• Performance Management (Hard Skills)
• Evaluation and Feedback (Hard Skills)
• Monitoring and Reporting (Hard Skills)
• Quality Assurance (Hard Skills)
• Resource Management (Hard Skills)
• Team Leadership (Soft Skills)

Job Summary:

• Coordinate the work activities and schedules of assigned staff.
• Review and enter payroll data and ensure that hours, including earned time and overtime, are accurately reflected and payroll approved by 10:00 a.m. on the Monday before a Friday pay date.
• Review and approve requests for time off and overtime as appropriate
• Provide appropriate, timely, and accurate information to PCHC’s answering service vendor
• Ensure proper handling of calls after hours and when other occasions are deemed necessary.
• Empower staff to think critically, and promote the best patient experience and positive work environment.
• Maintain awareness of call queues, the number of calls in the queue, abandoned calls, average call handling and agent status in the queue.
• Demonstrate excellent customer service skills, and provide timely resolution to patient concerns
• Plan and lead regular staff meetings to engage and inform staff.
• Prepare meeting agendas and ensure that meeting minutes are taken and distributed.
• Gather and report data for statistical and planning purposes, as requested.
• Serve as a superuser for IT and support systems providing training, mentoring, and guidance to staff.
• Ensure that staff and systems abide by the organization’s Compliance Program and Standards of Conduct.

Skills on Resume: 

• Leadership and Supervision (Soft Skills)
• Payroll Management (Hard Skills)
• Time and Attendance Management (Hard Skills)
• Communication Skills (Soft Skills)
• Customer Service (Soft Skills)
• Data Management and Reporting (Hard Skills)
• Meeting Facilitation (Soft Skills)
• IT and Compliance Knowledge (Hard Skills)

Job Summary:

• Effectively communicate PCHC policies and procedures to department staff.
• May function as a Patient Communication Specialist during busy periods and/or staffing shortages.
• Maintain strict confidentiality by PCHC policies, HIPAA, 42 CFR Part 2 and other relevant law.
• Immediately report any workplace injury to Human Resources.
• Complete all required training for the current year, and ensures the same for assigned staff.
• Conform to acceptable attendance and punctuality standards as expressed in the Employee Handbook.
• Interact harmoniously and effectively with all levels of internal (employees) and external (patients/customers/vendors)
• Focus on the attainment of organizational goals and objectives through a commitment to teamwork.
• Participate in professional development activities to keep current in supervisory and healthcare trends and practices.
• Attend required meetings and participate in committees

Skills on Resume: 

• Effective Communication (Soft Skills)
• Patient Communication Specialist (Hard Skills)
• Confidentiality (Hard Skills)
• Workplace Injury Reporting (Hard Skills)
• Training Compliance (Hard Skills)
• Attendance and Punctuality (Hard Skills)
• Interpersonal Skills (Soft Skills)
• Goal Orientation and Teamwork (Soft Skills)

Job Summary:

• Manage call center team – both technical call center technicians 
• Assist customers in troubleshooting equipment and spare parts call center technicians.
• Motivate and monitor the team to successfully complete the various missions
• Provide the necessary technical support to his/her employees
• Organize both technical and soft skill employee training for the team
• Ensure that the team promotes the sale of services and spare parts
• Define customer response priorities depending on the response rate indicator and the problems encountered (Gold Customer, etc.)
• Ensure the completion of customer satisfaction surveys after having responded to the customer
• Define an action plan to improve the customer satisfaction rate
• Summarize activity indicators and reports (customer response rates)

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Technical Expertise (Hard Skills)
• Motivation and Monitoring (Soft Skills)
• Training and Development (Soft Skills)
• Sales Promotion (Hard Skills)
• Customer Service Orientation (Soft Skills)
• Analytical Skills (Hard Skills)
• Action Planning (Soft Skills)

Job Summary:

• Manage a team of service delivery consultants
• Motivate and encourage consultants through positive communication and feedback.
• Actively espouse the values of the organization and the desired culture of the department.
• Actively manage adherence throughout each day, week, and month. 
• Track attendance, daily statistics, PTO
• Work closely with Workforce Management to ensure proper support to all areas of the contact center.
• Actively manage team’s schedule adherence and intra-day phone adherence
• Conduct ongoing quality management tasks throughout the week.
• Monitor and score calls and tickets for each team member and provide positive feedback along with appropriate feedback for improvement
• Investigate quality complaints and provide feedback for improvement
• Coordinate the professional development of the team

Skills on Resume: 

• Leadership (Soft Skills)
• Communication (Soft Skills)
• Adherence Management (Hard Skills)
• Data Management (Hard Skills)
• Collaboration (Soft Skills)
• Quality Management (Hard Skills)
• Problem Solving (Hard Skills)
• Professional Development (Soft Skills)

Job Summary:

• Lead a regular cadence of feedback sessions with each member of the team
• Create and implement performance plans for each member of the team
• Regularly review both positive feedback and opportunity feedback with each member of the team.
• Facilitate regular staff meetings including stand-ups, and team meetings to ensure open communication with the team
• Maintain a file for each consultant representative of overall performance and specific issues and development plans
• Complete and administer 2 reviews of each consultant each calendar year (June and December)
• Actively engage in the hiring process for the department
• Act as a representative of the department when dealing with escalated issues, QAP follow-up, etc.
• Assist with incoming surge volume when appropriate
• Develop relationships with both internal and external customers
• Coach and develop employees using open 2-way dialogue that allows employees to work through challenges

Skills on Resume: 

• Effective Communication (Soft Skills)
• Performance Management (Hard Skills)
• Leadership (Soft Skills)
• Conflict Resolution (Soft Skills)
• Organizational Skills (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Coaching and Development (Soft Skills)
• Adaptability (Soft Skills)