Contact Center Leader

Posted Jun 18

Overview

Who we are...

Ciox Health merged with Datavant in 2021, creating the nation's largest health data ecosystems, powering secure data connectivity on behalf of thousands of providers, payers, health data analytics companies, patient-facing applications, government agencies, research institutions and life science companies. The combined company is focused on improving patient outcomes and reducing costs by removing impediments to the secure exchange of health data. Ciox, a Datavant company will offer the ability to access, exchange, and connect data among the thousands of organizations in its ecosystem for use cases ranging from better clinical care and value-based payments to health analytics and medical research.

What we offer…

At Ciox Health we offer all employees a place to grow and expand their current skills so that they can not only help build Ciox Health into the greatest health technology company but create a career that you can be proud of. We offer you complete training and long-term career goals. Our environment is what most of our employees are the proudest of and our Architecture Group is comprised of some of the brightest and most talented individuals. Give us just a few moments to explain why we need you and hope you will help us change how the health Industry manages its’ medical records.

What we need…

The Contact Center Leader will manage day to day operations with supervisory authority over a team of contact center agents. This role will interface with Contact Center leadership daily. The Contact Center Leader is responsible for exercising good judgment in supervising and coaching a team of associates to provide excellent customer satisfaction for internal and external customers. Responsible for resolving customer issues, controlling cost, and supporting customer and associate retention. This position implements policies and procedures and monitors daily staffing and outbound/inbound dialing.

Responsibilities

  • Overall performance related to productivity targets and quality standards
  • Real-time management of agent population
  • Review and approve timesheets daily
  • Identify and recommend improvement opportunities related to processes
  • Allocate resources effectively across projects and skill levels
  • Responsible for resolution related to Provider escalations
  • Ensure Standard Operating Procedures are being followed and adherence to compliance for assigned team
  • Knowledge of contact center technologies (i.e. ACD, Dialer, Chartfinder, UltiPro)
  • Ability to source information thru company repositories and functional teams
  • Coach and develop teams for continued improvement
  • Ensures each associate in call center has the skills and knowledge necessary to provide excellent consumer service
  • Monitor individual and department results to address potential productivity and customer concerns
  • Manage performance to identify agents that require additional training or development
  • Understand the cultural differences across regions
  • Acquire Provider knowledge to improve the chart retrieval conversion rate
  • Partner across regions and retrieval methods to improve chart retrieval performance
  • Ability to understand performance data and operational reports to effectively manage the business
  • Improve employee retention and meet performance goal
  • Conduct quality monitoring sessions
  • Ensure all scheduling information and call notes are consistently and accurately maintained in the system
  • Serve as the liaison between internal departments and external customers to collect information and resolve issues. Handle escalated customer inquiries and complaints
  • Identify continuous improvement opportunities and select appropriate solution to increase number and quality of schedules
  • Must comply with all aspects of Ciox’s Code of Conduct, Policies, and Employee Handbook
  • Assist with additional work duties or responsibilities as evident or required

Qualifications

  • High School Diploma required; Bachelor’s Degree preferred
  • Minimum two (2) years of Call Center experience, including at least one (1) year in leadership capacity
  • Previous healthcare industry experience preferred
  • Thorough understanding of call center operations, principles, and metrics
  • Demonstrated experience analyzing and resolving customer service and client issues
  • Intermediate computer skills including Windows based applications (Word, PowerPoint, Excel, and Outlook) and the ability to perform other basic computer functions and trouble shooting
  • Excellent written and verbal communication skills in the English language
  • Ability to train and develop team members
  • Demonstrated leadership and vision (think outside the box) in managing staff groups and major projects or initiatives
  • Ability to learn and relay new information quickly
  • Strong interpersonal skills and a collaborative management style
  • Ability to listen effectively to find the root cause of issues and manage any conflicts with team or customers and resolve issues
  • Delegate responsibilities effectively
  • Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment
  • Sound judgment in decision making ability
  • Demonstrated ability to work within a diverse work group environment
  • Flexibility with working hours, which may include hours outside of normal scheduled work hours
  • Ability to provide a motivating environment for team.

To ensure the safety of patients and staff, many of our clients require post-offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Ciox Human Resources and determined on a case-by-case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy-related medical conditions, and/or religion.

For remote work, this position requires that you provide a high-speed internet connection, subject to applicable expense reimbursement requirements (if any), and a work environment free from distractions.

With very limited exceptions (medical conditions or sincerely held religious beliefs that prohibit you from getting the vaccine), one of the requirements for this job is that you be fully vaccinated against COVID-19. 

*Except for states where legally prohibited to enforce mandates.

Pay ranges for this job title may differ based on location, responsibilities, skills, experience, and other requirements of the role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.