Job Summary:

• Manage all customer support activities
• Responsible for the resolution of complex customer issues
• Coordinate customer resolution, system development, product enhancement, and client engagements with other areas as appropriate
• Review and evaluate support methods and procedures
• implement changes to increase staff efficiency and/or customer satisfaction
• Develop, monitor, and manage departmental service-level goals
• Prepare reports and analyze call center data to improve processes, 
• Ensure proper resource allocation, and maximize efficiency and customer satisfaction
• Monitor key performance indicators for the business line and implement tangible plans to improve results
• Promote strong customer alliances and weigh customer needs against corporate strategies
• Contribute to corporate Change Management System
• Cultivate an efficient, high-caliber customer service team
• Provide leadership and guidance
• Evaluate employee performance
• Participate in divisional management activities

Skills on Resume: 

• Customer Support Management (Hard Skills)
• Problem Resolution (Hard Skills)
• Coordination and Collaboration (Hard Skills)
• Process Improvement (Hard Skills)
• Performance Management (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Resource Allocation and Efficiency (Hard Skills)
• Leadership and Team Development (Soft Skills)

Job Summary:

• Onboarding and training new inside sales and customer service reps
• Supervise and monitor the performance of the team
• Receive incoming leads for customers inquiring about solutions
• Conduct outgoing sales calls to prospective customers
• Enter detailed sales & customer information into CRM
• Ensure that all required information is accurately entered into all relevant systems and effectively communicated to all relevant personnel/departments
• Build and maintain close working relationships within the organization, ensuring the successful execution of company objectives
• Measure performance with KPIs such as call interruptions, calls waiting, etc.
• Maintain a call center database by entering, verifying information and updating the contact log.
• Work with upper management to ensure that expected service/performance is being achieved
• Facilitate one-on-one coaching sessions with agents to increase performance results

Skills on Resume: 

• Onboarding and Training (Hard Skills)
• Team Supervision and Performance Monitoring (Hard Skills)
• Lead Management (Hard Skills)
• Outbound Sales Calls (Hard Skills)
• CRM Management (Hard Skills)
• Information Management and Communication (Hard Skills)
• Relationship Building (Soft Skills)
• Performance Measurement and Improvement (Hard Skills)

Job Summary:

• Manage the Inside Sales Team to consistently hit new patient acquisition targets through effective goal setting, communication, coaching and scorecarding.
• Create effective key performance indicators, reports, scorecards and dashboards 
• Communicate targets, pinpoint performance improvement areas and effectively coach the team to drive results.
• Interview, hire, train, support, and develop all Inside Sales Representatives
• Work with the CMO to create inbound and outbound call forecasts and create staffing plans to scale the Inside Sales Team to meet the expanding clinic model.
• Implement quality assurance programs such as side-by-sides, best practice development, audits, etc
• Manage ICER compliance to all education, quality, workforce management, customer service, operational standards and KPIs.
• Create an extraordinary patient experience via regularly training team members on new sales techniques
• Working with IT to continuously improve CRM and CCaaS software capabilities.
• Promote a positive customer service experience for all COCC clients with a consultative approach
• Participate in conversion and upgrade activities by providing assistance throughout the transition and supervising customer interactions.

Skills on Resume: 

• Team Management and Leadership (Hard Skills)
• Performance Management (Hard Skills)
• Recruitment and Training (Hard Skills)
• Forecasting and Staffing (Hard Skills)
• Quality Assurance and Compliance (Hard Skills)
• Customer Experience Enhancement (Soft Skills)
• CRM and Software Management (Hard Skills)
• Conversion and Upgrade Support (Hard Skills)

Job Summary:

• Manage operational aspects of the Inside Sales Team including daily inbound and outbound calls, chats, emails and texts 
• Ensure an efficient and timely new patient appointment and confirmation processes are achieved.
• Lead daily and weekly team meetings to provide Key Performance Indicators, progress to goals, and guidance on any shifts required to meet targets.
• Proactively identify call center operational efficiencies and patient journey enhancement opportunities.
• Work closely with IT to continuously enhance system performance to support a smooth patient journey, efficient patient acquisition and tracking
• Assessing new software platforms, creating software implementation and testing plans and management of software systems in conjunction with IT.
• Support monthly patient campaigns and initiatives in collaboration with the sales and marketing leadership team.
• Calculate monthly/quarterly team member bonuses.
• Work with content and training team to refine scripting and train and Q/A employee delivery.
• Ensure a strong understanding and connection to the Chiro One mission, core values and initiatives.

Skills on Resume: 

• Operational Management (Hard Skills)
• Appointment and Confirmation Processes (Hard Skills)
• Leadership and Team Management (Soft Skills)
• Process Improvement (Hard Skills)
• IT Collaboration (Hard Skills)
• Software Implementation and Management (Hard Skills)
• Campaign Support (Hard Skills)
• Bonus Calculation and Team Incentives (Hard Skills)

Job Summary:

• Lead the contact center operations and ensure compliant operations
• Develop strategic plans and establish priorities to monitor and measure the performance of teams
• Formulate and execute a multi-channel strategy of connecting with customers including voice, emails, text, and digital
• Assists in the digital transformation of the customer journey by leveraging technology – dialer, IVR, website, and other types of technological solutions and enabling tools
• Provide direction for new system implementations and/or changes made to contact center technology
• Ensures regulatory compliance with Federal, State, and Local laws and regulations regarding the collection of debt, including FDCPA, ECOA, CFPB, and privacy laws
• Ensure all tasks, emails, written correspondence, and research functions are handled in accordance with SLA’s and compliance standards
• Collect and analyze data from contact center reports to identify trends and opportunities for process improvements
• Manages and maintains all investor requirements and performance goals to maintain high levels of overall service
• Partner with business operations and vendors to successfully execute company initiatives with a strong focus on contact center readiness and customer satisfaction

Skills on Resume: 

• Operational Leadership and Compliance (Hard Skills)
• Strategic Planning and Performance Management (Hard Skills)
• Multi-channel Customer Engagement (Hard Skills)
• Digital Transformation and Technology Integration (Hard Skills)
• Regulatory Compliance Management (Hard Skills)
• Service Level Agreement Management (Hard Skills)
• Data Analysis and Process Improvement (Hard Skills)
• Stakeholder and Vendor Collaboration (Soft Skills)

Job Summary:

• Establishes and maintains departmental “key performance indicators” (KPIs)
• Ensure all collection agents perform at the highest level of competency, effectiveness, and professionalism while maintaining a positive customer experience
• Develops audits to monitor the quality of the work performed within the department. 
• Monitor these audit results and take corrective action as necessary
• Works with other department leaders including but not limited to customer service, loss mitigation, borrower correspondence, and cash management
• Develops, implements, and manages the workflow of all tasks required for the collections department
• Provides leadership to ensure continuous development, education, and training of the staff on all tasks required for compliant and efficient collection agency operations
• Develops reports and tools as required to monitor daily workflow and ensure that each function is operating at peak performance levels in all areas
• Recommends strategic direction and in-depth expertise through coordination, implementation, and delivery of services
• Keeps abreast of industry trends and regulatory requirements to ensure alignment with business needs
• Identifies customer needs and opportunities to ensure that all programs and services drive value

Skills on Resume: 

• Performance Measurement and KPI Management (Hard Skills)
• Team Leadership and Management (Soft Skills)
• Quality Assurance and Audit Development (Hard Skills)
• Interdepartmental Collaboration (Soft Skills)
• Workflow Management (Hard Skills)
• Staff Development and Training (Soft Skills)
• Reporting and Analytics (Hard Skills)
• Strategic Thinking and Industry Knowledge (Hard Skills)

Job Summary:

• Manage outsourced call center
• Monitoring, Reporting, Analysis and Action plan for Daily, Weekly, Monthly and Quarterly KPIs (DSAT and CSAT, Answer Rate/Call SLA/FCR/TMSS/Chat SLA, ICR Conversation Rate, NPI Pass rate)
• Translations of KB to local language
• Technical support and guidance of the customer service team
• Monitor the Service Delivery Quality according to Service Level Agreements.
• Monitor team metrics to measure and manage customer service effectiveness.
• Evaluate customer satisfaction support survey results and develop SMART action plans for improvements.
• Assist in process improvements to provide outstanding customer service
• Ensure that the customer service team has excellent communication, problem-solving and professional phone etiquette skills for achieving customer satisfaction.
• Hire, train and lead customer service team to deliver high-class customer services.
• Master critical situations and customer complaints.
• Approachable for the team, and mastered critical situations and customer complaints.
• Act as escalation window for the team and customers
• Maintain in-depth working knowledge of the company’s brands, systems and processes.

Skills on Resume: 

• Monitoring, Reporting, Analysis and Action Planning (Hard Skills)
• Translation of Knowledge Base (Hard Skills)
• Technical Support and Guidance (Hard Skills)
• Monitoring Service Delivery Quality (Hard Skills)
• Team Metrics Management (Hard Skills)
• Customer Satisfaction Improvement (Hard Skills)
• Process Improvement (Hard Skills)
• Leadership and Team Management (Soft Skills)

Job Summary:

• Manage and oversee all inbound and outbound CS systems including but not limited to telephone, e-mail, mail, fax, and live chat functions
• Supervise 18-20 remote CSRs in day to day activities to ensure that customer issues are being resolved with the highest standards
• Run reports and analyze data to allocate resources
• Analyze problem trends through customer feedback and issues
• Periodic call monitoring of CSR calls. 
• Provide timely feedback to staff to support the continuous improvement of the quality of customer support activities
• Communicate to senior and executive management information regarding significant issues
• Provide periodic reports to senior and executive management on service level statistics and other relevant trends in customer service
• Acts as a subject matter expert for agents and specialist
• Attends team meetings
• Maintains communication with staff and other departments to ensure necessary workflow.
• Assists team leads with coaching and o ffers feedback for staff improvement.
• Assist the Director of Customer Service in managing of call center including SLA and NPS.

Skills on Resume: 

• Customer Service Management (Hard Skills)
• Team Leadership (Hard Skills)
• Data Analysis and Resource Allocation (Hard Skills)
• Problem Solving and Trend Analysis (Hard Skills)
• Quality Assurance and Feedback (Hard Skills)
• Communication and Reporting (Soft Skills)
• Subject Matter Expertise (Hard Skills)
• Collaboration and Workflow Management (Soft Skills)

Job Summary:

• Oversees and assists with the daily work of the department, in addition to using data and quality systems to drive quality, productivity, and performance to ensure the optimal patient experience
• Schedules staff to meet peak periods and assigns duties to direct report personnel to ensure efficiency of call center operations in line with target metrics
• Implements a call quality program and ensures all HIPAA regulations are followed
• Generates monthly office schedules and works with PM to ensure sufficient provider staffing is in place across the sites.
• Deploys the standard scheduling template and monitors fill capacity to track unused capacity
• Understand and report on root cause of challenges in to schedule
• Manages and updates phone system along with maintaining office notification system when needed
• Assists patients and providers with troubleshooting for all telemedicine appointments
• Liaison with Call Center vendor to understand capabilities and implement appropriate changes to support business when needed
• Maintains a high degree of focus on customer service, and ensures team is meeting needs of patients and providers through metrics (i.e. NPS)
• Assumes leadership responsibility for departmental tasks and call center activities

Skills on Resume: 

• Leadership and Supervision (Hard Skills)
• Data Analysis and Quality Management (Hard Skills)
• Call Center Operations Management (Hard Skills)
• Staff Scheduling and Resource Management (Hard Skills)
• Problem Solving and Root Cause Analysis (Hard Skills)
• Telemedicine Support (Hard Skills)
• Vendor Management (Hard Skills)
• Communication and Collaboration (Soft Skills)

Job Summary:

• Participates in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Monitors all aspects of team performance, including patient experience, work quality, efficiency and compliance with policy and procedures
• Addresses performance issues, including disciplinary actions and terminations in a timely manner and according to policies
• Devises ways to optimize procedures and keep staff motivated
• Define best-in-class SLAs to measure the performance of the overall call center and staff, aligned with the practice’s strategic goals
• Develop and publish monthly reporting to include average time to answer, average handle time (AHT), abandonment rate, first call resolution
• Prepares reports and analyzes data for key metrics regularly (daily, weekly, monthly) and reports up to senior leadership regularly
• Uses data to identify areas for improvement, implements process improvement plans to maximize efficiency and customer satisfaction
• Hires, trains, and onboards new employees, not limited to call center representatives
• Supports training and education of staff to ensure adherence to new workflows and practices
• Develop a means of measuring the effectiveness of training programs developed or administered through evaluation, testing, and assessment of program outcomes
• Reviews, evaluates, and modifies existing and proposed programs.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Performance Monitoring and Compliance (Hard Skills)
• Handling Performance Issues (Soft Skills)
• Optimization and Motivation (Soft Skills)
• Defining and Implementing SLAs (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Continuous Improvement (Hard Skills)
• Training and Onboarding (Hard Skills)

Job Summary:

• Manage contact center, leadership over day-to-day operations, report to Head of Sales and Distribution. 
• Regularly reviewing and setting objectives and KPIs of the contact center as a whole and for each team in particular.
• Ensuring the contact center is achieving the desired KPI & service levels, and taking corrective action
• Identifying trends and main reason for complaints and communicating with other teams to improve the product performance to reduce such complaints.
• Review and make changes to headcount and shifts as necessary based on most efficient distribution of resources
• Strategies to improve the processes and efficiency of contact center
• Works with Analytics team to continuously improve the reporting of contact center
• Analyzing data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support the team and call center operations.
• Manage physician schedules for clinics and hospitals
• Handle difficult triage cases and difficult patients

Skills on Resume: 

• Operational Management (Hard Skills)
• Strategic Planning and KPI Management (Hard Skills)
• Performance Analysis and Corrective Action (Hard Skills)
• Problem Identification and Resolution (Hard Skills)
• Resource Management (Hard Skills)
• Process Improvement (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Leadership and Project Management (Soft Skills)

Job Summary:

• Develop and lead the overall customer experience strategy in collaboration with relevant internal stakeholders
• Drive organizational understanding of customer needs and pain points and identify and apply learnings to drive marketing, brand and operational consistency
• Manage customer feedback platform and survey program including data analysis, insight gathering and program optimization
• Represent customer needs and work with relevant departments to ensure consistent consumer-oriented experiences
• Distribute regular communications to key leadership to highlight changes supporting customer experience objectives
• Manage customer escalation issues including root cause analysis and solutions, track issues and recommend solutions and  communicate with partner teams
• Analyze statistics and compile reports to develop related cross-functional initiatives
• Manage resources and utilize assets to achieve qualitative and quantitative targets
• Lead, train, guide, and support a team of customer support agents
• Respond to complicated patient complaints, and coordinate with other managers and physicians to solve complicated cases
• Responsible for daily operation dashboards.

Skills on Resume: 

• Customer Feedback Management (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Customer Experience Strategy Development (Soft Skills)
• Customer Needs Analysis (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Communication Skills (Soft Skills)
• Problem-solving and Escalation Management (Soft Skills)
• Team Leadership and Management (Soft Skills)

Job Summary:

• Oversee call center department, including its assets and employees.
• Collaborates with center coordinators daily to ensure calls are being executed.
• Maintains continuous communication with Administration and other patient service representatives and refers difficult issues immediately.
• Develop and execute call center operational strategies.
• Assist in the identification and implementation of continuous improvement opportunities and customer satisfaction opportunities.
• Recruit, select, orient, and train high-performing employees to ensure the very best in customer service.
• Develop in-house training for call center.
• Lead the staff to provide excellent customer service in all phone interactions.
• Track productivity and call center performance by collecting data and reports.
• Maintains and enhances telephone directories.
• Maintain and develop professional and technical knowledge of call center operations and management.
• Promote an environment amongst staff that includes open communication, collaboration, service excellence, and a team approach.

Skills on Resume: 

• Call Center Management (Hard Skills)
• Collaboration (Soft Skills)
• Communication (Soft Skills)
• Operational Strategy Development (Hard Skills)
• Continuous Improvement (Hard Skills)
• Team Leadership (Soft Skills)
• Training Development (Hard Skills)
• Customer Service Excellence (Soft Skills)

Job Summary:

• Collaborate with other managers and staff members in order to formulate and implement policies, procedures, goals, and objectives.
• Motivates and counsels staff effectively.
• Supports organizational goals and mission.
• Responsible for tracking, entering and submitting the call center’s payroll.
• Influences patient satisfaction ensuring operators are using the assigned telephone script in a professional, courteous and timely manner.
• Ensures calls are answers on or before the third ring.
• Monitors call HOLD time and calls for quality and training purposes.
• Makes certain that patients are not left on hold without needs being assessed.
• Ensures operators are providing patient with accurate practice information. (i.e. Office Hours, address, etc.)
• Have open communication with Administrator on daily basis regarding any changes in schedule (example Physicians cancellation, employees out sick, employees on vacation.)
• Responsible for knowledge of Physician and Specialist Schedule.
• Ensures that calls are screened and disseminated all incoming calls to the appropriate personnel/department in a timely fashion and ensures calls are routed properly.

Skills on Resume: 

• Leadership and Collaboration (Soft Skills)
• Staff Motivation and Counseling (Soft Skills)
• Operational Management (Hard Skills)
• Communication Skills (Soft Skills)
• Attention to Detail (Hard Skills)
• Training and Quality Assurance (Hard Skills)
• Scheduling Knowledge (Hard Skills)
• Problem-solving and Crisis Management (Soft Skills)

Job Summary:

• Ensures phone messages are addressed and properly informs to the appropriate person.
• Sends tasks using Intergy Software to the appropriate individuals.
• Properly communicates any non-functioning telephones.
• Conducts all activities in a professional, polite and courteous manner and abides by company policies and procedures.
• Trouble shooting any patient inquiry or concern and ensure patient’s expectations are met and able to schedule patient appointment in system.
• Participates in the Patient Satisfaction Survey Program.
• Responsible that all survey calls are completed for all locations and entered into system.
• Responsible for inviting existing and potential members to events or centers.
• Ensures that all members that are disenrolled are called to attempt to recover member and/or implement corrective action for disenrollments.
• Maintain work area clean and organized at all times.
• Complies with HIPAA regulations.
• Maintains confidentiality at all times.

Skills on Resume: 

• Phone Message Management (Hard Skills)
• Task Assignment with Intergy Software (Hard Skills)
• Telecommunications Management (Hard Skills)
• Professional Communication (Soft Skills)
• Patient Inquiry Resolution (Hard Skills)
• Patient Satisfaction Program Participation (Hard Skills)
• Event or Center Member Engagement (Hard Skills)
• Member Recovery and Retention (Hard Skills)

Job Summary:

• Manage call center operations.
• Interview, train, and coach new Call Center Representatives.
• Provide coaching and assistance to call center representatives on an ongoing basis.
• Understands, develops, implements, and enforces key Call Center KPIs and metrics.
• Analyze call center data and make recommendations to improve operations, and patient experience, as well as forecast and plan.
• Ensure that all employees follow the company's best practices for call center management and operations.
• Develop presentations, programs, and talks to motivate and educate call center representatives.
• Communicate company goals to associates so every employee understands his or her role.
• Conduct periodic surveys to ensure quality control.
• Develop call center protocols, and scopes of practice and optimize workflow, and work processes for call center
• Manage and optimize telephone and computer systems for call center operations
• Recruitment, training, development and management of call center staff

Skills on Resume: 

• Call Center Operations Management (Hard Skills)
• Training and Coaching (Soft Skills)
• Performance Metrics and KPIs (Hard Skills)
• Data Analysis and Forecasting (Hard Skills)
• Quality Assurance (Hard Skills)
• Motivational Leadership (Soft Skills)
• Communication (Soft Skills)
• Technology Management (Hard Skills)

Job Summary:

• Works collaboratively with Administrative Directors, Medical Leadership and Practice Management teams on the development, assessment and maintenance of the call center, scheduling, and referral management systems. 
• Provides feedback regarding improvements and changes for standard effective systems and services.
• Manages Patient Service Representatives, Care Coordinators, and Insurance Referral Staff.
•  Assesses staffing needs and ensures that staff are providing the highest quality of customer service while effectively and efficiently meeting work standards. 
• Reviews patient-recorded calls for quality assurance and training purposes.
•  Develops detailed training manuals to onboard new staff.
• Works collaboratively with Administrative Directors, Medical Leadership, Practice Management teams and the Ambulatory Systems team to develop schedule templates to maximize provider capacity and enable schedulers to successfully find optimal appointments for patients.
• Develops written, standardized protocols for intake and triage of patient care that maximize administrative staff performance and minimize the need for clinical review/ triage. 
• Understands typical demand and optimal panel size to assess adjustment needs.
• Collects, analyzes, and reports appointment access data. 
• Manages provider capacity, vacation and leave to ensure capacity is maximized. 
• Develops metrics for proactive management of provider availability. 
• Prepares special non-recurring reports by combining confidential data from several sources to better understand variance in metrics.

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Quality Assurance and Training (Hard Skills)
• System Development and Optimization (Hard Skills)
• Standard Operating Procedures Development (Hard Skills)
• Strategic Planning and Analytics (Hard Skills)
• Resource Management (Soft Skills)
• Performance Metrics Development (Hard Skills)
• Data Analysis and Reporting (Hard Skills)