<p>Job Summary</p> <p>Ensure that quality customer service is delivered to every patient/customer and strive to increase customer service satisfaction ratings. Ensure adequate staffing to accommodate call volumes, and establish customer service goals, evaluate metrics, and determine ways to improve efficiency. Collaborate with other department managers to quickly resolve customer service complaints both internal and external.</p> <p>Responsibilities</p> <p>Oversee daily operations of the Patient Accounts Customer Service department</p> <p>Strive to improve processes that lead to optimal customer satisfaction</p> <p>Recruit, interview and hire new customer service representatives.</p> <p>Train employees to on how to respond to customers with changing interests</p> <p>Implement a customer feedback mechanism that will help in training new employees</p> <p>Conduct performance reviews, providing constructive feedback, and organizing team-building activities to foster a positive work environment.</p> <p>Monitor staff interactions with customers and provide feedback to team members, and implement quality improvement initiatives</p> <p>Evaluate key performance indicators to identify progress and training needs</p> <p>Report key customer service metrics to leadership</p> <p>Perform other duties and responsibilities as assigned</p> <p>Knowledge, Skills & Abilities</p> <p>Strong Leadership abilities for effectively managing a customer service team.</p> <p>Excellent communication and customers service skills</p> <p>Ability to identify and solve problems</p> <p>Ability to remain calm is stressful situations</p> <p>Ability to resolve conflicts and build professional relationships</p> <p>Analytical thinking skills that will help bolster customer service satisfaction ratings</p> <p>Ability to multitask, adapt, and meet deadlines</p> <p>Ability to inspire a team to meet the needs of customers and achieve productivity goals</p> <p>Ability to interpret customer service metrics and facilitate discussions and presentations</p> <p>Proficient in Microsoft Word and Excel</p> <p>Must demonstrate the ability to formulate professional letters and spreadsheets</p> <p>Education</p> <ul> <li>Bachelor's Degree (Required) BA in Business, Healthcare Admin, or field related to customer service/client management AND 3-5 years experience preferably in a healthcare call center. </li></ul> <p>Work Schedule: Days</p> <p>Status: Full Time Regular 1.0</p> <p>Location: General Hospital</p> <p>Location of Job: US:WV:Charleston</p> <p>Talent Acquisition Specialist: Tamara B. Young tammy.young@vandaliahealth.org</p>