Call Center Manager
at Adventist Health System

Date Posted: 5/10/2017

Job Description



Job:  Other Non-Clinical Professional

Organization:  Adventist Health System Corporate Office

Shift:  Day

Job Posting:  May 9, 2017, 1:50:12 PM

If you want to be a part of a place that provides nothing less than extraordinary compassionate care, then Adventist Health System is the place for you!
We are currently seeking qualified candidates for a Call Center Manager position that will be based in our FL Division Digital Marketing department.  This position is based at our office in Altamonte Springs, FL.


The Call Center Manager effectively manages the input and management of physician and patient information, events, and screenings within designated applications. The Manager works with marketing, CRM, and analytics staff to maximize the success of campaign, campus, and service line initiatives through Call Center procedures and processes. This position reports to the Director of CRM, Analytics, and Call Center.


Specific job duties include:
  • Oversee coordination and day-to-day management of the Call Center.
  • Consistently provides the highest level of customer service when interfacing with patients, co-workers, referring physicians, and other stakeholders.
  • Work directly with marketing, CRM, and analytics staff to understand their individual Call Center needs.
  • Provides strategy and recommendations to improve various Call Center operations.
  • Carry out improvement plans across training, lead generation, call volume, appointment scheduling, and campaign fulfillment, tracking and reporting.
  • Relay information and actionable directives for campaign and service line goals to Call Center personnel.
  • Participates in regular standing meetings with Contact Center vendor to ensure contract deliverables and strategic items are being met according to service level agreement.
  • Process event registration requests through CRM or as received from marketing representatives.
  • Update or coordinate the updating of staff lists and care providers.
  • Develop training and testing materials for Call Center personnel.
  • Build reports to specifications, and upon request, within CRM.
  • Create comprehensive monthly and quarterly Call Center reporting including but not limited to interaction activity, call volumes, and consumer trends.
  • Assist leaderships with development of formal ROI presentations including ROI analysis, comparison, charting, and presenting findings when appropriate.


Job Requirements

Experience Requirements:
  • Three to five years of relevant experience required.
Education Requirements:
  • Associate’s degree in Marketing, Communication, Business, Healthcare Administration, or a related field required.
  • Bachelor's degree preferred.

Attributes:

  • Fluency in both Spanish and English preferred.
If this position sounds like a great match for your skills set and experience, please apply online now!

Job Snapshot

About Us

About Adventist Health System

Who We Are

We are one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.

Who You Are

You are a compassionate, talented professional who wants to work in an environment where you can live out your faith and your values. You are excited about being part of a team that uses the latest technology and medical research to ensure patients receive quality care, but who also recognize that great care is always personal. You enjoy going out of your way to make each patient and their family feel special, and are passionate about guiding them toward optimal health.

Our Community

Our community is global and so is our reach. From coordinating medical mission trips in Ethiopia to planting school gardens in Florida, we are constantly seeking ways to go beyond hospital walls in improving the health of our communities. As a member of our team, you will be encouraged to use your talents in fun, meaningful ways that bring joy and healing to people around the world.

Our Mission

Part of this worldwide network, Adventist Health System was founded in 1973 to support and strengthen the Seventh-day Adventist health care organizations in the Southern and Southwestern regions of the United States. Today it is a national leader in quality, safety and patient satisfaction, comprised of 46 hospital campuses and nearly 77,000 employees.

Although separated by geography, each of our facilities is united by the mission of Extending the Healing Ministry of Christ. Today we continue the tradition of whole-person care by practicing and sharing CREATION Health, a blueprint for living a healthy, happy life based on the principles given in the Bible’s creation story: Choice, Rest, Environment, Activity, Trust, Interpersonal relationships, Outlook and Nutrition.

We provide comprehensive benefits, training and advancement opportunities. We care for our employees as well as we care for our patients.