Job description

JOB SUMMARY:

This position reports to the Call Center Manager, who in turn reports to the Director of Operations. The incumbent will provide support to the Call Center Manager in providing centralized support functions, including but not limited to simple transfers, informational calls, appointment scheduling, referral request, assisting in outreach coordination and medical inquiry throughout multiple sites of the Franklin Primary Health Center, and any other duties as assigned by the call center manager. The incumbent also acts as the Call Center Manager in his/her absence.

ESSENTIAL FUNCTIONS:

• Assist in the planning, coordination, and evaluations of work assignments of employees of the call center.
• Provides back-up support to manager and staff as needed.
• Assist manager in the coordination of work changes, daily assignments, space assignments, staff duties, equipment needs, training, etc. as required.
• Assist employees, supervisors, and department heads to settle work-related conflicts through advice and recommendation.
• In the absence of manager is responsible for the supervision of call center personnel and the day-to-day functions to ensure effective and efficient handling of incoming and outgoing calls.
• Assists with the development and ongoing appropriate training specific to the functions of the call center.
• Assist customers with problems areas relating to customer service; coordinates efforts and interfaces with other departments to resolve problems.
• Assures that the answering service is activated and deactivated each day.
• Provides assistance and/or performs staff evaluations as assigned.
• Monitors, orders and delegate duties of ordering supplies per policy and procedure guidelines.
• Assist in ensuring all equipment is functioning properly and reporting any malfunctions to the center manager.
• Identifies and reports problems and coordinates their resolutions with the Manager.
• Assist in monitoring random incoming calls for quality improvement purposes.
• Assists in the proper application of established personnel policies and procedures, including safety and health regulations.
• Other duties as delegated and assigned by the Manager and/or Director of Operations.

EDUCATION/EXPERIENCE: An associate or bachelor's degree in business administration or management with three (3) years' work experience or any acceptable combination of education, training and management experience in a medical setting. Must possess knowledge of company policies, and management techniques.

Job Type: Full-time

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday

Ability to commute/relocate:

• Mobile, AL 36603: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center management: 1 year (Preferred)
• Customer service: 3 years (Preferred)

Work Location: One location

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