Job Summary:

The Access Center/Telecommunications Manager manages daily operations of the Access Center and provides consultation and direction for UTHP strategy related to phone and communication/technology needs. The manager provides oversight, currently to 18 staff (growing to more than 100 staff by December 2021), metrics for Abandonment Rate, Quality Assurance Scores, Calls Handled and Call Resolution to maintain the needs of the UTH. This position will conduct needs assessments, analysis of staff and technical requirements to achieve and maintain UT Health Service Level agreements.

Job Duties:
• Oversees daily operation of The Access Center, including monitoring and managing Supervisors, Managers, Team Leads and Agents, (18+ and increasing).
• Responsible for managing telephone set up and call center software set ups for new and existing agents.
• Manages Cisco Finesse Agent software and Verba recording software.
• Projects, reports and accesses incoming call volumes.
•... Identifying call trends and adjust accordingly.
• Provides technical support for call center software(s).
• Works closely with IMS and Health IT on upgrades or necessary changes to network, telephones and software
• Collaborates with Clinical Ops Leadership, Practice Managers and Provides to address operational changes, scheduling guidelines and/or conflicts.
• Manages Access Center Training Team, to align call center training with UT Health operating goals, culture, and service standards. Provide Best in Class virtual training to all new and existing Access Center Specialist.
• Manage, collaborate, and provide updated information to 3rd Party after hours service center.
• Manage Access Specialist assigned to outbound calls, contributing to management of referral queues.
• Provides routine management reports on the performance of Access Center in the areas of Abandon Rate, Inbound Call Volumes and Quality Scores.
• Submits analysis and recommendation for staffing levels, based on turnovers, consistent increased volumes, or business changes to ensure UT Health standards can be met.
• Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
• Meet regularly with Managers, Supervisors and Team Leads to discuss and determine staff performance and training needs with a primary focus of staff retention.
• Participate in recruitment, interviewing and hiring of Access Specialist.
• In collaboration with Supervisors, reviews, and approves Annual Performance Evaluations and Performance Documentations.
• Provide effective motivational coaching and mentoring to improve the performance of Access Specialist, Team Leads and Supervisors and Managers.
• Demonstrate professional demeanor in appearance and behavior in all work-related interactions, whether in person or virtual.
• Timecard Management- in adherence to UT Health Attendance Policies.
• Attends/Completes all ongoing compliance training as established by UT Health.
• Demonstrates personal responsibility and accountability by meeting attendance expectations as defined in UT Health Attendance Policies.
• Performs other duties as assigned.

Education:

Bachelor’s degree or equivalent combination of education and experience

Experience:

5+ years of supervisory or management experience in a call center setting. Clinical or Health care experience is preferred with some knowledge in medical terminology.

Additional Information
San Burkina Faso

Salary Criteria