Full Time 40 hours Grade 054 Marketing Med Ctr Schedule 8 AM-5 PM Responsibilities Job Summary Under general direction and with considerable latitude for independent judgment, the Access Center Manager is responsible for the overall performance of the Access Center. The Manager is the in-house expert on how call center operations can and should be configured and managed to enable URMC growth objectives and achieve URMC access/service standards with a high level of quality and cost-efficiency. The Manager is responsible for ensuring the resource needs (human, training, technology, supplies, etc.) of the Center are identified, justified, documented, requested and secured. The Manager is accountable for maintaining an ongoing, overall performance level that meets or exceeds URMC standards within reasonable cost parameters. As such, the Manager is responsible for establishing and enforcing operating policies within the Access Center and directly manages the activity and development of the Access Center Supervisor(s), Trainer(s) and Data Analyst(s). The role includes designing the programs within the Center that meet the needs of individual departments/divisions/units who seek Access Center services while balancing tailored needs against universal access and service standards. The role also requires collaboration with internal department/division/unit clients to resolve issues, report on performance and identify and implement process improvements. Continuously monitors programs to ensure sustainable and fiscally sound. Because of its vital importance to the success of the center, the Manager is also responsible for structuring, staffing and overseeing the overall training program for the agents (both new employee training and ongoing training). Responsibilities New Business Development and Implementation Assists the Director in the development of new business so that services can be implemented and executed within the Access Center.Creates policies, procedures, protocols, and quality programs that support services in the area of HR, URMC Marketing (provider and service referral, physician to physician communications, scheduling, registration) and URMC Access (Scheduling, message taking services) and other services as appropriate. Establishes relationships with client department physicians and administrative leaders across UR Medicine system to ensure quality services and resolution of problems related to Access Contact Center processes and procedures. Utilizes Call Center Operations and workforce management practices to effectively determine staffing models for the Access Center. Solicits feedback from client leaders regarding current activities and performance levels.Develops recommendations for future services that will promote Access Center growth. Conducts customer surveys, and reviews and develops analysis reports â“ with recommendations â“ on outcome measurements of contact center activities and initiatives, including call volume, system utilization, service utilization, return on investment, and others. Directs and oversees all projects for implementation of new lines of service, including but not limited to telecommunications (to set up queues, telephone numbers, maintenance, etc.) and coordinating all equipment critical to call center operations. Leadership, Operations Management and Quality/Service Standards: Responsible for the overall operations at the functional level at the Access Center.Directly manages the work performance of Supervisor(s), Trainer(s) and Data Analyst(s), and works closely with direct reports to manage the overall staff of the center. Acts as a role model and mentor to foster flexibility, self-motivation, and autonomy within a team atmosphere by facilitating programs and activities for employee recognition, process improvement and morale.Responsible for personnel issues including hiring and terminations, performance evaluation, and professional development. Evaluates needs, recommends plans, and implements changes to improve overall efficiencies within the Access Center.Continuously monitors, evaluates, and independently adapts best practices to meet the needs of the Access Center.Assists with Contact Center budget and annual plan, and evaluates areas where efficiency of resources can be maximized. Establishes and monitors service standards for quality and customer service.Analyzes real time ACD statistics to set, measure, develop reports and ensure goals for service levels, speed of answer, abandonment rate, utilization across the Access Center and its multiple service lines. Develops and implements policies and procedures to assure integrity of the contact center processes.Oversees the training program for all Access Center staff to assure that a qualified work force is available and trained to fully meet customer and institutional needs and expectations. Qualifications Bachelorâ™s degree in Business, Marketing, Communications or a related field, and four years of relevant experience in marketing, communications, or health related discipline; or an equivalent combination of education and experience. Prefer 10 years of experience in call center, email, customer service center management role (or equivalent combination of education and experience). Must have experience in health care, health care marketing or operations, or consumer physician relations program. Proven ability to communicate effectively, collaborate with all members within a diverse team, and project management. Knowledge of ACD and related telecommunication and call center systems required. Competent in information technology, telecommunications, and Internet.
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