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Sr. Mgr, Patient Care Outbound Call Center - Oklahoma City, OK in Oklahoma City, OK at Quest Diagnostics

Date Posted: 2/21/2019

Job Snapshot

Job Description

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Job summary:

The Patient Care Call Center Sr. Manager manages and directs all aspects of outbound/inbound call center operations to assure performance as required. Active contribution to the company’s overall operational objectives as well as the day to day decision making is essential. The leader in this role will partner with the management team to align call center department policies and systems with the company's objectives. Core duties include management and leadership of processes for the continuous improvement of the customer experience. The Patient Care Call Center Sr. Manager continually strives towards self-development to stay current on call center, strategies and management procedures & practices. He or she manages the planning and delivery of contractual requirements, manages corresponding resources, ensuring that project outcomes are delivered timely and consistently with quality and proficiency. He or she must maintain visibility at all times, provide hands-on instruction and support to representatives and manage work flow to ensure all targets are being met. They also host meetings with their teams, compile performance metrics and report to senior leadership. Great communication and motivation skills are essential.

Responsibilities and duties:

•         Implements and reviews call center policies and procedures

•         Directs and develops representatives; resolves conflicts; ensures work product consistently meets established standards; and takes required corrective/developmental action to rectify deficiencies.

•         Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

•         Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.

•         Accomplishes call center human resource objectives by assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

•         Oversees customer issues and ensures effective and long-term problem resolution

•         Maintains professional and technical knowledge by tracking emerging trends in call center operations management and establishing personal networks

•         Prepares call center performance reports by collecting, analyzing, and summarizing data and trends

•         Performs other related duties as assigned

Education Preferred:      BA / BS degree required; advanced degree preferred.

Work Experience:           

•             8-10 years professional experience in leadership role in a customer service environment.

•             5 years previous healthcare experience preferred.

•             Demonstrated strong customer service orientation and interpersonal communication skills.

•             Demonstrated ability to create and implement change.

•             Demonstrated success in leading large department or function, with direct impact on service metrics, financial results and employee engagement.

Other:   Ability to travel at least 10-25% 


•             Customer Focus

•             Business Acumen

•             Strategic Agility

•             Collaboration

•             Drive for Results

•             Problem Solving

•             Interpersonal Savvy

•             Process Management

•             Motivating Others

•             Building Effective Teams

•             Lean/Continuous Improvement

•             Large Scale Communications

•             Executive Level Presentation Skills