Patient Engagement Center Manager

🕒 il y a 1 jour

🔔 Pennsylvania – Distant

🔔 Pennsylvania – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

👻 Score fantôme 11%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Ivy Rehab Network

Site WebLinkedInTous les Emplois

5001 - 10000 employés

🏥 Santé

🧘 Bien-être

Healthcare • Wellness

Ivy est un réseau en pleine expansion de cliniques ambulatoires de thérapies physiques, occupationnelles, orthophoniques et ABA de premier ordre à travers les États-Unis. Fondée en 2003, notre mission est d'inspirer et de permettre aux gens de vivre leur vie pleinement.

Description

• Manage the daily operations of the Patient Engagement Center • Ensure contact center team members deliver a world-class patient experience • Ensure contact center processes and technologies are efficient and effective • Interview, hire, and onboard new PEC Advocates • Coach and performance manage PEC Advocates to maximize productivity and quality • Develop and manage daily plans covering team schedules and schedule adherence • Collect and analyze PEC statistics, translate them into insights, and adjust operations to improve performance • Monitor live and recorded interactions and provide feedback • Participate in calibration sessions to align on quality interactions • Support new-hire and ongoing training through coaching, role play/mock calls, and shadowing/nesting schedules • Ensure Ivy and PEC policies, procedures, and processes are followed • Produce routine performance reviews and annual development plans • Evaluate processes, procedures, and technology and suggest improvements • Perform PEC Advocate duties as needed, including handling interactions • Perform other duties necessary to support PEC and Ivy objectives and KPIs

🎯 Exigences

• Undergraduate degree or equivalent experience • Minimum 3-5 years management experience in an inbound service contact center • Healthcare/physical therapy experience a plus • Familiarity with contact center technology, including telephony platforms, quality management, and WFM • Knowledge of customer service best practices • Demonstrated leadership skills that inspire enthusiasm and stimulate team members’ efforts to be productive and to maintain high quality standards • Detail-oriented, self-reliant, and process-driven mindset • Strong communication (verbal and written), interpersonal, and conflict resolution skills • Ability to communicate with all levels of the organization and adapt communication style depending on audience • Ability to provide leadership to team members in a fast-paced and stressful work environment • Must be technically savvy, with demonstrated experience working with multiple systems and apps

🏖️ Avantages

• Eligibility for full benefits package beginning within your first month of employment • Generous PTO (Paid Time Off) plans • Paid holidays