MANAGER CALL CENTER PROJECTS

Job ID: J132969
Company: West Penn Allegheny Health System
Location: Pittsburgh, PA, United States
Facility: 4 Allegheny Center
Full/Part Time: Full time
Job Type: Regular
Posted at: Oct 2, 2018

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Description

GENERAL OVERVIEW:

Provides project management support over implementation of Epic from Cadence (scheduling)as well as the enhancements needed to improve efficiency and accuracy both in the call center as well as the physician practices. This role also manages the support staff necessary to operating the call center, including report writers, business analysts, and staff educators. This role is necessary to maximize the effectiveness of the call center by providing necessary information on productivity and quality assurance, which is then used to formulate education and training to increase staff effectiveness.

ESSENTIAL RESPONSIBILITIES:

  • Manages call center Epic team to increase efficiency, accuracy and productivity of call center agents.
  • Organizes, delegates, monitors and measures special projects to ensure that they are completed on time and accurately. Provides feedback on project results to management.
  • Works in collaboration with the technical team to determine strategy and approach to ensure comprehensive plans that deliver desired business solutions.
  • Independently leads initiatives as assigned by management, coordinating task teams or other forums to deliver results as identified and/or determined by leadership.
  • Provides day to day management of call center support staff. Works closely with Director and Operations Manager to provide data needed to monitor effectiveness of group and individual staff.
  • Ensures education program is maximizing the skills of the agents by adjusting program to meet new and existing staff needs.
  • Performs other duties as assigned or required by management.

QUALIFICATIONS:

Minimum

  • Bachelor's degree in business, education, IT or a relevant field
  • 5 years management experience in data analytics, call center or a related area

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
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For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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