The Medical Call Center Customer Service Senior Manager, oversees and holds 24-hour/7 days a week accountability the Student Health Contact Center customer service operation and serves as the primary point of contact for all information regarding student health including access to Student Health's services and programs. Plans, schedules, develops, and monitors electronic, voice, text, email and web-based communication information systems, emergency response alarms and paging system. Manages the Contact Center staff, oversees payroll and budget development. Plans, schedules, develops and monitors medical call center telephone answering and patient appointment scheduling at the Access Center. Manages cross-functional teams assigned by the Access Center Director. Has direct responsibility for ensuring task execution, personnel administration, and operational oversight/management. Provides leadership and direction with proven results. Assists in development and implementation of key performance indicators (KPIs) and quality metrics to assess and measure customer service performance. Conduct regular and systematic monitoring of customer service interactions, including phone calls, emails, chat sessions, and other communication channels. Identify root causes of service quality issues and work with Senior Leadership to implement corrective actions. Establishes productivity and quality standards and tracks team performance.

Manages the Student Health Contact Center customer service operation and serves as the primary point of contact for all information regarding student health including access to Student Health's services and programs. Plans, schedules, develops, and monitors electronic, voice, text, email and web-based communication information systems, emergency response alarms and paging systems. Manages the Contact Center staff, oversees payroll and budget development.

Essential Duties:

• Oversees and holds 24-hour/7 days a week accountability the contact center customer service operation and the delivery of services to clients. Organize and communicate program priorities and performance standards and assesses operations. Plans and conducts quality assurance reviews and recommends changes as appropriate. Develops and maintains automated or manual system and procedures to facilitate program operations..
• Under direction of Senior Leadership, implements plans meant to improve operational efficiency and effectiveness.
• Manages all traffic and scheduling functions of Students Health contact center.
• Establishes productivity and quality standards and tracks team performance.
• Manages staff assigned to center operations. Recommends organizational structure, reporting relationships and staffing needs based on program goals. Responsible for hiring, promotional and salary decisions in accordance with standard policy and procedures. Provides performance appraisals and management for staff.
• Develops, reviews and implements operational policies and procedures to support strategic goals of the department. Develops protocols, procedures and describes processes for each team. Emergency Response/ Recovery: required to report to duty in accordance with the organizations and universitys Emergency Operations Plan and/or the departments emergency response/ recovery plans. Responsible for continuous training and monitoring the updates on the emergency operations plan of the organization.
• Initiates surveys and other qualitative methods to evaluate and measure overall contact center utilization, staff performance, workflow, satisfaction and effectiveness.
• Monitors provider master schedules and registration databases.
• Develops and manages contact center budgets. Negotiates contracts with vendors. Generates and distributes monthly reports for clients and billing purposes. Analyzes expenditures for trends, and recommends budgetary and resource allocations. Provides financial status reports as requested.
• Monitors and serves as point person for technology needs such as emergency alarms, paging systems etc. and recommends technology updates when necessary.
• Serves as a key resource for contact center information. Evaluates and researches customer service incidents and takes action to resolve the issues. Responds in writing to client inquiries and/ or complaints. Resolves problems or questions referred by program staff or management.
• Develops and implements security related procedures such as office opening and closing routines, recognition of duress signals and key controls. Coordinates security activities with the University Public Safety department. Promotes and maintains the standards for security conscious awareness and behavior. Maintains knowledge of crime prevention and suppression programs and services. Ensures dissemination/ distribution of security related information to staff.
• Assists Senior Leadership in development and implementation of key performance indicators (KPIs) and quality metrics to assess and measure customer service performance. Conduct regular and systematic monitoring of customer service interactions, including phone calls, emails, chat sessions, and other communication channels. Identify root causes of service quality issues and work with Senior Leadership to implement corrective actions.
• Predicts client behavior, and implements changes to staffing plans or call routing strategies to ensure that call center actions meet business goals and objectives.
• Develops short- and long-term plans to meet staffing needs.
• Collaborate with training teams to develop and implement training programs based on identified quality improvement areas.
• Performs other duties as assigned.

Required Qualifications:

• Req Bachelors Degree In a related field.

• Req 7 years Experience in customer service (preferably in a healthcare call center environment).
• Req 3 years Progressive lead/ supervisory experience.

• Req Knowledge of HIPAA Compliance and various insurance types.
• Req Demonstrated excellent interpersonal, organizational, verbal and written communications skills. Ability to multitask, implement applications, policies and establish efficient workflow systems. Knowledge of patient admissions, insurance billing and communications systems.
• Req Knowledge of medical terminology, health plans, thirdparty payor, ACD reporting and MS office software.
• Req Skills: Demonstrated ability and knowledge in analysis, assessment/ evaluation, budget development and control, clinical documentation, coaching, conflict resolution, counseling, customer service, human resources process and employment, interpretation of policies, project management, training and development, scheduling, problem identification and resolution, management.
• Req Excellent verbal and written communication skills, organization and planning
• Req Ability and knowledge to use the following machine/ equipment: calculator, computer, photocopier, fax, telephone, word processor.

Preferred Qualifications:

• Pref Masters degree In a related field

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

Logo

About University of Southern California (USC)

USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Connections working at University of Southern California (USC)