Coordinator of Call Center Operations

Northside Hospital - Lawrenceville, GA

Full-time - Mid Level

Lawrenceville, GA

Hospitals

About the position

The Call Center Operations Coordinator at Northside Hospital is responsible for the daily management and operation of the call center, ensuring effective resource utilization and meeting customer service targets. This role involves planning for improvements and ensuring timely and appropriate responses to calls by staff.

Responsibilities

• Manage the daily operations of the call center.
• Ensure calls are answered within agreed time scales.
• Meet and set customer service targets.
• Plan for areas of improvement and development.
• Oversee the effective use of resources in the call center.

Requirements

• Bachelor's degree in a relevant field.
• 2 years of supervisory or management experience.
• 1-2 years of experience in a call center or large medical office.
• Advanced computer skills, including Microsoft Word, Excel, and PowerPoint.
• Demonstrated oral and written communication skills.
• Excellent interpersonal skills and ability to establish collaborative relationships.

Nice-to-haves

• 5 years of experience in a call center and healthcare management.
• Familiarity with process improvement methodologies (e.g., Lean).
• Formal program and project management skills.
• Experience with shared services technologies.