Address: 8536 Palmetto Commerce Pkwy, Ladson, SC 29456

Schedule: M-F 8AM-5PM, Exempt

5+ years of progressive call center experience strongly preferred

Job Summary:

Direct, train and supervise a group of teammates within the 24/7 Healthline Department on and off site. This includes managing and analyzing all Healthline activities, including RSFPP quiet office, after hours service, the on-call calendars of RSFPP physicians, class & event registration for RSFH, physician referral, CRM campaigns and other various departments, resolution of problems tracking of call center metrics and staff supervision.

Must demonstrate strong leadership, interpersonal relationship skills/abilities and assist with team development in areas of continuous improvement, which include but not limited to: coordinating work schedules, monitoring performance, training and orienting new staff members, communicating policies and procedures.

In addition, this position requires off shift availability for staff questions, technical issues and call outs.

Minimum Qualifications:

Education: High school diploma. Associate or bachelor’s degree in business administration preferred.

Experience: At least five (5) years customer service experience or related healthcare experience. Experience should include at least three years call center experience or telephone customer/patient service experience required. Familiarity with medical terminology preferred.

Licensure/Certification: N/A

Primary Source Verification (if applicable): N/A

Knowledge/Skills: Must possess the ability to establish and maintain effective working relationships with patients, medical staff and others. Must have the ability to plan, control and direct all activities of assigned staff to include delegating workloads, being well organized and detail oriented. Types 40 wpm. Knowledge of medical terminology. Intermediate personal computer skills and comfort with Microsoft Windows operating system; database and word processing software preferred. Strong verbal and written communication skills including good voice quality; good diction and articulation are required. Demonstrates active listening skills. Good problem-solving skills. Demonstrates ability to handle multiple tasks at the same time. Demonstrates good teamwork. Positive, enthusiastic, helpful personality.

Other: Ability to work autonomously and exercise independent judgment. Must be detail oriented and possess good organizational skills. Must maintain strict confidentiality of patient information.

Contacts: Internal: marketing staff, management, hospital departments, physicians and clinical staff

External: Physicians, customers, patients, community groups

Work Demands/Environment:

Frequent sitting. Frequently requires long periods of working interactively with a telephone, computer or other devices. Intermittent walking, standing, stooping, bending. Ability to work in a limited space. May require lifting or moving items up to 25 lbs. Frequent use of finger/hand dexterity to operate a keyboard, calculator, telephone, copier, fax or other office equipment. Constant talking or hearing. Corrected hearing and vision to normal range. No exposure to blood, body fluids or tissue. Limited potential exposure to infectious materials, communicable diseases and/or other conditions common to a healthcare environment. Normal office environment. Ability to read and comprehend.