At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering.

As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors.

Supports and participates in the development and management of the centralized call center. Assists the Service Center Supervisor with the day-to-day activities relating to process problems/changes, inter-department communication receiving of feedback, and adjusting workflow. Monitors data and team processes while supporting the call center's focus to improve the services provided.Required: Bachelor's Degree | 3 - 5 Years equivalent experience.

REQUIRED SKILLS AND KNOWLEDGE:
● Work requires an in-depth understanding of centralized call center operations and technologies.
● Work requires experience in an academic medical center, large integrated health system.
● Work requires strong leadership, team building and engagement, communication, problem solving, organization, and change management.
● Work requires knowledge of EPIC and experience with Cadence, templates, and referral management platforms.

UC Health is an EEO employer.

• Supervises call center staff. Monitors calls to ensure exceptional customer service provided, manages staff schedules to ensure staffing levels support call volume, and identifies training opportunities for staff.
• Assists in the development of team and individual goals and delivers performance feedback.
• Improves processes to support ever changing requirements in healthcare, ensuring the call center is adequately supporting organizational needs.
• Assists with handling escalated calls or concerns.
• Answers incoming calls to maintain service levels.
• Monitors calls for quality assurance.
• Perform all other duties as assigned.

• Supervises call center staff. Monitors calls to ensure exceptional customer service provided, manages staff schedules to ensure staffing levels support call volume, and identifies training opportunities for staff.
• Assists in the development of team and individual goals and delivers performance feedback.
• Improves processes to support ever changing requirements in healthcare, ensuring the call center is adequately supporting organizational needs.
• Assists with handling escalated calls or concerns.
• Answers incoming calls to maintain service levels.
• Monitors calls for quality assurance.
• Perform all other duties as assigned.