This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
1. Leads the daily operations of the call center including assigning work, evaluating performance, training, and ensuring coverage.
2. Escalates and resolves problems as necessary.
3. Monitors quality, accuracy, and effectiveness and researches improvement methods.
4. Advises and enforces staff, students and others regarding program policies, goals and related technical issues.
5. Writes and edits call center educational/training materials.
6. Assign, direct and review work of support staff and evaluate job performance to ensure department standards are being maintained.
7. Reviews daily call center data reports and reports on inefficiencies.
8. Monitors, orders, and maintains inventory of area supplies and equipment.
9. Participates in department meetings and committees.
10. May perform other duties of the department, as assigned.
Ability to quickly learn new procedures and processes.
Able to prioritize and multi task in a fast paced environment.
Ability to develop relationships with patients, guests and coworkers.
Demonstrated knowledge of HIPAA regulations, ensuring that patient information is guarded and respected.
This position provides independent coordination and decision making for all activities of a specified area. The outcome often impacts the University as a whole. Acts as a liaison between internal and external constituencies involved in department activities. Problems arising from these coordination efforts will be addressed by the incumbent who will refer to the manager for issues outside of policy and procedure guidelines.
Work Environment and Level of Frequency typically required:
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required:
Nearly Continuously: Sitting, hearing, listening, talking.
Often: Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.
The staff member must be able to demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit. The individual must demonstrate knowledge of the principles of life span growth and development and the ability to assess data regarding the patient’s status and provide care as described in the department’s policies and procedures manual.