Facility: Copley Drive

　　City San Diego

　　Department

　　Job Status

　　Regular

　　Shift

　　Day

　　FTE

　　1

　　Shift Start Time

　　Shift End Time

　　Other; Bachelor's Degree; H.S. Diploma or Equivalent

　　Hours

　　Shift Start Time:

　　8 AM

　　Shift End Time:

　　5 PM

　　Additional Shift Information:

　　Weekend Requirements:

　　As Needed

　　On-Call Required:

　　Yes

　　Hourly Pay Range (Minimum - Midpoint - Maximum):

　　$30.164 - $37.705 - $45.246

　　The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

　　What You Will Do

　　Responsible for supervision and coordination for Call Center and PBX operations to ensure efficient daily operations, quality outcomes and internal and external customer satisfaction. Ensures effective and efficient of telephone and appointment access and messaging for all primary care providers and PBX.

　　Required Qualifications

　　H.S. Diploma or Equivalent

　　2 Years leadership experience in a call center environment.

　　Experience with electronic mail, word processing, spreadsheets, and database programs.

　　Preferred Qualifications

　　Bachelor's Degree in related field.

　　Other : Coursework in medical terminology.

　　Essential Functions

　　Change managementResponsible for effectively supporting and driving initiatives.Responsible for leading the team through changes and new initiatives.Drives consistency in process.

　　Collaboration and communicationCollaborates and communicates with physician leadership and staff physicians to assure their involvement with the continuity of quality service outcomes and the resolution of operational problems.Build and maintain effective working relationships with business partners and leaders across sites and departments.Attend Site Leadership/Physician meetings to share Call Center results ensuring the performance goals are met.

　　Human resource managementProvides direct supervision and guidance to direct reports.Is available and visible to employees. Makes regular rounds. Responds to problems, issues and questions in a timely manner.Uses appropriate hiring techniques, including screening for technical and service oriented skills/experience.Recognizes and rewards employee's job performance, especially delivery of outstanding customer service.Teaches and develops employees by delegating tasks and at the same time ensuring that employees know how to do the task. Helps employees set improvement goals and advance/move on if they want to.Provides feedback and timely performance reviews for each employee.Ensures consistent application of human resources policies and department guidelines.

　　LeadershipLives a service mission by demonstrating a patient centered department and organization. Consistently emphasizes the importance of front line employees and physicians.Responds to deadlines and projects accurately and timely - takes initiative in communication and program/service enhancement.Respect others and earn their respect by role model for employees. Encourage, praise, and acknowledge front line staff on a regular basis.Keep confidences - especially with information from or about patients, employees and physicians. Admit mistakes and ask for input. Be respectful of other's time - be punctual and let others know if plans change.Communicates regularly to ensure the employees and physicians understand decisions made and how they will be affected, using both written and oral methods.Conducts regular meetings with departments as necessary. Promote discussion and actively listens/responds to staff ideas. Demonstrates a willingness to change and try new ideas.Cares about and advocates for others. When problems arise, listen to staff members and understand all sides of an issue before taking action. Assists employees in prioritizing when they are overwhelmed. Raises employee and patient concerns in leadership forums while balancing their needs with the organizations' needs and limitations.Participates in special projects and activities, as needed.

　　Quality and customer serviceEvaluates patient satisfaction and patient liaison reports, opinion surveys and other customer satisfaction indicators via Press Ganey Service Portal.Develops systems, action plans and procedures to assure quality outcomes for internal and external customers.Monitors call volumes, telephone service factor to ensure adherence to established quality indicators.Identifies and supports Sharp Rees-Stealy's principal quality goals and incorporates into the leadership objectives.Keeps skills/knowledge up to date to maintain credibility and ability to deliver service.

　　Staff developmentResponsible for coaching staff to meet or exceed quality, productivity, development needs and performance development.Provides direction and communicates team objectives and goals in alignment with organizational priorities.Coaches employees and hold them accountable for service delivery.Involved in interviewing candidates, making recommendations for hire and acclimating new members to the team.Anticipates resource needs, sets priorities, and manages people & work in the most effective manner to achieve performance objectives in conjunction with guidelines and procedures.Provides ongoing feedback via scheduled coaching sessions during one-on-one sessions.Conducts call quality evaluations utilizing the Quality standards as defined by the department. Also completes random call quality evaluations to ensure compliance with quality standards.Provides training as new initiatives are rolled out in the department.Identifies deficiency in skills and trains or arranges training with the appropriate department or support staff.

　　System integrationCollaborates and networks with other supervisors and staff to facilitate and emphasize teamwork, integration and efficient resource utilization.Participates on task forces, committees and other projects as requested by manager to maintain the integration of the call center with medical center operations.Supports system integration with Sharp Health Care by pro-actively coordinating outcomes and gaining commitment from appropriate stakeholders. Serves as a liaison to 82-SHARP, Nurse Connection, Sharp Physician Referral service, Information and Scheduling Systems.

　　Knowledge, Skills, and Abilities

　　Excellent written and oral communication skills. Solid understanding of English grammar, vocabulary and punctuation.

　　Knowledge of call center principles and operations including technology such as Automatic call Distribution Systems, Workforce Management and call recording systems.

　　Able to follow strict timelines and manage multiple tasks concurrently. Be Flexible.

　　Able to work independently and as a member of a cohesive, results-oriented team.

　　Ability to execute tasks with minimal instruction.

　　Demonstrated ability to supervise, motivate and coach staff.

　　High level of integrity; ability to maintain confidentiality. Able to exercise mature and sound judgment in the commitment of the Plan's mission and operating goals. Exceptional diplomacy skills to effectively resolve issues under sometimes tense and stressful circumstances.

　　Excellent organizational and interpersonal skills.

　　Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class