Coordinator, Service Line Call Center NHDC

Northside Hospital is award-winning, state-of-the-art, and continually growing. Constantly expanding the quality and reach of our care to our patients and communities creates even more opportunity for the best healthcare professionals in Atlanta and beyond. Discover all the possibilities of a career at Northside today.

The Call Center Operations Coordinator is responsible for the daily running and management of the center through the effective use of resources. Responsible for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. The Service Line Call Center Operations Coordinator ensures that calls are answered by staff within agreed time scales and in an appropriate manner. Responsible for the day-to-day operations and supervision of the assigned call center and all its employees.

1. High school diploma, or equivalent education (GED), or post-secondary education.

2. Three (3) years of leadership experience in business, nursing, or healthcare related field OR Bachelor's Degree in a related field and one (1) year of leadership experience in business, nursing or healthcare related field.

4. Demonstrated skills in the operation of personal computers and the use of database and word-processing programs. Advanced level of computer skills with ability to use advanced features of various software programs, including Microsoft Word, Excel, PowerPoint, and electronic mail/calendaring systems.

5. Demonstrated oral and written communication skills. Must possess excellent interpersonal skills, diplomacy, and ability to establish collaborative working relationships with others. Ability to interact effectively and diplomatically with a broad range of personnel including colleagues, internal customers, visitors, and external organizations.

6. Ability to coordinate multiple projects and priorities simultaneously.

PREFERRED:

1. Bachelor's degree in business administration, healthcare administration or related field

2. 3-5 years' experience in a call center as well as in healthcare management preferred.

3. Familiarity with process improvement theories, concepts, and methodology (e.g. Lean, etc.).

4. Formal program and/or project management skills Experience with applicable shared services technologies: self-service, case management, request ticket system, etc. Ability to work effectively on PC platforms. Preferred experience and knowledge of applicable voice systems/call center software.

5. Preferred knowledge of Avaya voice systems.