Manager, Contact Center

Join Evanston Northwestern Healthcare, consistently named one of the Top 100 U.S. Hospitals*.

We are currently seeking a Manager, Contact Center in our Patient Access department.

In this role, you will:

* Supervise staff

* Effectively communicate and oversee the resolution of critical issues and communicate areas of satisfaction and/or perceived improvement

* Review schedules and daily work assignments of teams to ensure quality and timely completion of work

* Investigate, analyze and resolve escalated customer problems and respond to their requests relating to areas of satisfaction and/or improvements

* Use metrics to analyze team performance

* Review quality assurance feedback on representatives' calls

* Conduct quarterly/yearly performance assessments for staff

* Maintain a working knowledge of how to schedule appointments, register patients and capture data accurately for assigned departments in order to take calls as needed

* Miscellaneous projects

Our ideal candidate will have:

* Bachelor's degree in Business Administration, Healthcare Administration or a related field

* 3 years of experience in a contact center environment with at least 2 years of demonstrated ability to supervise and build teams

* Microsoft Office Word and Excel skills required, Access skills preferred

* Demonstrated ability to plan, coordinate, evaluate and direct the activities of contact center team with the ability to influence and manage change

* Demonstrated ability to perform analytical and conceptual analysis in order to perform technical/supervisor functions to include assessment, planning and implementation of systems

* Strong attention to detail as required to accurately enter data and research and resolve questions

* Excellent organizational, interpersonal, verbal and written communication skills

* Ability to display empathy when dealing with customers

* Ability to build relationships, communicate effectively and coach others

* Time management skills

* Ability to set goals and create a teamwork environment

* Ability and desire to take initiative

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Evanston Northwestern Healthcare is a 3-hospital healthcare system located in the northern Chicago suburbs, along the shores of beautiful Lake Michigan. Recently named a Most Wired Hospital**, our commitment to technology drives the way we practice medicine.

We strongly believe that our reputation as a premier healthcare system depends upon those who invest their careers with us. For our mission--to preserve and improve human life-- a work environment that retains happy, satisfied employees is essential.

As part of our organization, you will find competitive salaries, comprehensive benefits, two savings plans (a 403B & an employer-sponsored pension) and a generous vacation package. Our tuition reimbursement program and extensive training curriculum make ENH an ideal place for continued learning.

To find out more about life at ENH or to apply for this position, please visit our Careers Web site at www.enh.org/careers

AA/EOE

*Solucient
**Hospitals & Health Networks