Manages the reporting and coordination of all system maintenance and monitoring of all call center call queues. Works closely with the call center management team to effectively create and maintain call flow technology to maximize call queue efficiency. Works closely... [+] More

Manages the reporting and coordination of all system maintenance and monitoring of all call center call queues. Works closely with the call center management team to effectively create and maintain call flow technology to maximize call queue efficiency. Works closely with the operations team to ensure that adequate documentation and infrastructure is implemented and maintained. Participates, manages, and guides the ability to track and report performance and reports to senior management. Identifies quality improvement opportunities within the call center operations.

Manages effective call flows and all reporting requirements for call center. Collaborates with managers to ensure clear communication of technology functionality from a user perspective. Provides support to call center team members for day-to-day problem solving. Understands all processes, technology, and call center needs to aid in the support and troubleshooting of the implementation and ongoing operations. Provides input and recommendations with analytical insight in a concise and timely manner to support present and future operations. Works as part of a team to define and develop solutions to support the program and meet the organization's business requirements. [-] Less

Provides telephone triage to member of the health plan. Advises and instructs callers on proper health care after assessing the urgency of symptoms or complaints.

Answers telephone inquiries, assesses symptoms and provides assistance to members of the health plan in accordance... [+] More

Provides telephone triage to member of the health plan. Advises and instructs callers on proper health care after assessing the urgency of symptoms or complaints.

Answers telephone inquiries, assesses symptoms and provides assistance to members of the health plan in accordance with established policies, procedures and protocols. Provides clinical nursing evaluation and assessment and instructs callers to seek appropriate medical care. Notifies physician on call with pertinent medical information or if consultation is deemed necessary by nurse. Provides nursing referral to appropriate and available resources, including affiliated services, affiliated medical practice or community resource. Enters data into a computerized database and forwards facsimiles to appropriate health providers. Consults and facilitates after hours communication with physicians, nurses, hospital staff and outside agencies. Communicates with pharmacies and providers to refill medications or to clarify prescriptions. Typically requires graduation from an accredited School of Nursing as a Registered Nurse with two years of hospital or public health nursing experience. May provide health insurance eligibility, pharmacy benefits, provider information, and other information to callers. [-] Less

Manages a nurse triage call center operation (that is typically open 24 hours a day, 7 days a week) to ensure provision of quality telephonic nursing services in support of a health plan.

Hires and develops a qualified staff of nurses... [+] More

Manages a nurse triage call center operation (that is typically open 24 hours a day, 7 days a week) to ensure provision of quality telephonic nursing services in support of a health plan.

Hires and develops a qualified staff of nurses that provide clinical assessments, health education and referrals to health plan members. Plans, implements and analyzes a quality assurance program. Develops and monitors a departmental budget. Collects and analyzes data in support of the department to illustrate the contribution in savings of the service provided. Facilitates software contracting and maintenance for triage protocol software. Requires a Registered Nurse with two or more years of supervisory experience. A Bachelor’s degree in nursing is typically desired. [-] Less

Provides telephone triage to member of the health plan. Advises and instructs callers on proper health care after assessing the urgency of symptoms or complaints.

Answers telephone inquiries, assesses symptoms and provides assistance to members of the health plan in accordance... [+] More

Provides telephone triage to member of the health plan. Advises and instructs callers on proper health care after assessing the urgency of symptoms or complaints.

Answers telephone inquiries, assesses symptoms and provides assistance to members of the health plan in accordance with established policies, procedures and protocols. Provides clinical nursing evaluation and assessment and instructs callers to seek appropriate medical care. Notifies physician on call with pertinent medical information or if consultation is deemed necessary by nurse. Provides nursing referral to appropriate and available resources, including affiliated services, affiliated medical practice or community resource. Enters data into a computerized database and forwards facsimiles to appropriate health providers. Consults and facilitates after hours communication with physicians, nurses, hospital staff and outside agencies. Communicates with pharmacies and providers to refill medications or to clarify prescriptions. Typically requires graduation from an accredited School of Nursing as a Registered Nurse with two years of hospital or public health nursing experience. May provide health insurance eligibility, pharmacy benefits, provider information, and other information to callers. [-] Less

Develops, modifies, implements, and conducts training program to ensure effectiveness of programs delivered to call center/customer service personnel. Trains employees on inbound and outbound calling, product knowledge, customer service skills, sales techniques, as well as refresher trainings for existing employees.

Assists... [+] More

Develops, modifies, implements, and conducts training program to ensure effectiveness of programs delivered to call center/customer service personnel. Trains employees on inbound and outbound calling, product knowledge, customer service skills, sales techniques, as well as refresher trainings for existing employees.

Assists in program development when there are new products and/or services. Confers with management to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations, and technologies. Formulates teaching outline and determines instructional methods. Selects or develops teaching aids, such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference works. Tests trainees to measure progress and to evaluate effectiveness of training. Reports individuals’ progress and identifies additional training needs. [-] Less

Answers inbound and places outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. Takes care of complex customer inquiries and problems, having experience and advanced knowledge, which is what distinguishes this position... [+] More

Answers inbound and places outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. Takes care of complex customer inquiries and problems, having experience and advanced knowledge, which is what distinguishes this position from lower-level Call Center Representatives. Requires higher degree of skill and ability to explain most complex matters to ensure customer satisfaction and retention, and to sell products and services, and may require considerable adaptation in response to the particular customer in order to achieve success.

Responds to customer questions, explains available services, corrects errors, provides information on pricing, takes orders, develops leads, troubleshoots, researches, and/or selling products and services. Requires knowledge to interface successfully with other department within the company, extensive knowledge to navigate company's customer information systems and/or order system, and extensive knowledge of company, services, and products. Handles the most complex customer inquiries, and only rare cases may be passed to higher level leader or supervisor. May provide assistance to lower-level Call Center Representatives. [-] Less

Answers general inbound... [+] More

Answers general inbound and places outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. Takes care of inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature. Follows basic procedures and scripts, using fundamental knowledge to navigate company's customer information systems and/or order system along with a basic knowledge of company, services, and products.

Responds to customer questions, explains available services, corrects errors, provides information on pricing, takes orders, develops leads, and/or sells products and services. Passes more complex customer inquiries to higher level Call Center Representatives. [-] Less

Answers inbound and places outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. Takes care of somewhat complex customer inquiries and problems and non-routine matters than those handled by lower-level Call Center... [+] More

Answers inbound and places outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. Takes care of somewhat complex customer inquiries and problems and non-routine matters than those handled by lower-level Call Center Representatives. Requires a higher degree of skill and ability to explain more complex matters to ensure customer satisfaction and retention, and to sell products and services.

Responds to customer questions, explains available services, corrects errors, provides information on pricing, takes orders, develops leads, and/or sells products and services. Requires sound knowledge to navigate company's customer information systems and/or order system along with a good knowledge of company, services, and products. Passes only the most complex customer inquiries to higher level Call Center Representatives. May provide assistance to lower-level Call Center Representatives. [-] Less

Manages a staff of Call Center Representatives and/or Telemarketers. Focuses on staffing, training, and monitoring the production of the employees. Directs motivational sessions to improve productivity.

Studies schedules and estimates time, cost, and labor needed for completion of job assignments. Establishes... [+] More

Manages a staff of Call Center Representatives and/or Telemarketers. Focuses on staffing, training, and monitoring the production of the employees. Directs motivational sessions to improve productivity.

Studies schedules and estimates time, cost, and labor needed for completion of job assignments. Establishes or adjusts work procedures to meet productivity goals. Recommends measures to improve methods, quantity of sales, and suggests changes in working conditions to increase efficiency. May monitor calls to ensure quality standards and develop and/or supervise scripts. May recruit, hire, train staff, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action. [-] Less

Solicits orders for merchandise or services over telephone. Calls prospective customers to explain type of service or merchandise offered. Quotes prices and persuades or attempts to persuade customers to buy, using prepared sales talk.

Refers orders to other workers for filling.... [+] More

Solicits orders for merchandise or services over telephone. Calls prospective customers to explain type of service or merchandise offered. Quotes prices and persuades or attempts to persuade customers to buy, using prepared sales talk.

Refers orders to other workers for filling. Enters data into order system. Records names, addresses, purchases, and reactions of prospects solicited. May prepare report on sales activities. May develop lists of prospects from city and telephone directories. May type report on sales activities. [-] Less