Nurse Call Center Manager - Operations
Zest Health – Chicago, IL
Nurse Call Center Manager - Operations
ZEST CONTACT CENTER (ZCC)
Nurse Call Center Manager - Operations
The Contact Center provides or connects Zest customers, clients, partners with the following services offerings:
a) Nurse Triage
b) Care management
c) Licensed Physicians
d) Third party services (third party lab, rad, behavioral health help lines)
The candidate will be managing and training a team of nurses to take calls, answer secure messages, and make outbound calls. Also will be responsible for managing SLA’s, and ZCC scorecard metrics as well as developing quality and operations processes for the ZCC.
Authority Limits (Financial & Operational):
The candidate may make decisions in relation to the work allocation and administration of established processes.
The candidate will require approval from the Operations Head for any activities not signed off as part of an approved process.
The candidate will require approval from his/her Manager for all financial spend.
Interfaces & types of interfaces
(Internal & External):
Shared Services (HR, IT, Finance)
Third Party Suppliers/Partners
Zest Health specializes in the provision of Customer Service to its customers. Support is provided predominantly via the phone using a combination of processes, information and guidelines.
ZestHealth reinvents the way consumers experience health and employers pay for it. Zest is a proprietary platform based on an easy to use mobile application that offers employees and their dependents access to information and help when they need it, yielding higher quality care more cost-effectively. One of the cornerstone functions of Zest is 24/7 immediate access to a nurse helpline through the app through its “Talk to Me” feature. Talk to Me is intended to offer high quality, high touch guidance for member needs. Zest thinks of Talk to Me as a human extension of its concierge service offered throughout the app.
Through 24/7 direct access to the nurse help line, Zest’s objective is to lower medical costs by reducing unnecessary visits to costly ER's and Urgent Care.
The importance of the Zest brand is paramount, in providing exemplary customer service, to be an advocate and provide the high quality healthcare concierge service that is expected of its customers, leveraging triage software protocols, with proper documentation and reporting.
The Zest Contact Center (ZCC) is split into two distinct areas. The Operations is the touch point for Customers through the various channels of communication. The Operations Support represents the backbone of the Contact Centre, providing the Operations Team with the required support services and information to be able to run effectively.
(Primary purpose & general description of the roles):
Accurate tracking of call and data traffic and accurately formulate three (3) month staff forecasts to ensure service levels are met. Effectively co-ordinate with HR to ensure that new staffs are recruited to plan to meet the growth in call traffic. (as per SLA Agreement between HR/Ops)
Continuously look at ways to improve the account performance. Ongoing practical recommendations will be made to enhance the performance and efficiency of the ZCC operations.
To make and formally present ongoing recommendations for improvement of the ZCC operation to the management teams. Implementation success will be measured by setting agreed and realistic milestones and tracking subsequent improvements.
Actively measure the performance of your team and ensure that all action points and deliverables are met within the agreed timeframes. All meetings and action points will be documented using contact reports and managed and disseminated accordingly.
Support, coach and manage a team of (X) Nurse agents to ensure that both operational targets and service levels are achieved.
Communicate performance against objective with the individual team members and to monitor constantly their performance in terms of agreed key performance indicator (log-on time, customer satisfaction, time in wrap, average handle time).
Work with Operations Head to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.
Support the Contact Center in achieving its overall service levels (% calls answered within service level, average speed of answer and abandoned calls).
Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members.
Conduct regular team meeting and buzz sessions to ensure that two-way communication are maintained between team members and management.
Support the management team in the creation of management reports to agreed time scales.
Undertake any administration associated with payroll, performance related bonus, staff time-off requests, expenses claims and amendments to staff rosters.
Attend to any high level customer complaints received by nurse team members and spend an agreed proportion of time answering queue calls.
Identify areas for service improvement and make recommendations to the management team.
Ensure minimal attrition by monitoring, coaching, and developing team members.
Interface with HIPPA Compliance officer to ensure call center continues to meet HIPPA regulations. In addition, responsible for compliance of nursing staff with any HIPPA-related training and receipt by ZCC staff of necessary HIPPA accreditation.
Prepare daily, weekly and monthly reports pertaining to contact center operations and performance.
Prepare monthly business review presentation and ensure all the reports are accurate and meet data integrity
Ensure that at all times the ZCC operates within pre-defined budgets and that any discrepancies that might impact on the budget are highlighted immediately to senior management for further action.
Senior Management Relationships
To work very closely with your peers to ensure that at all times the ZCC is performing in line with industry world class standards (based on available benchmark standards).
Proactively seek ways of improving the service we offer to our clients and their customers and also to respond quickly to any problems or potential problems.
To provide senior management with weekly and monthly status reports detailing service level performance against targets as well as identifying shortfalls and implement appropriate action plans immediately to correct the situation.
To conduct formal account review presentations to clients as required. Travel in the region will also be required.
Active involvement in the New Business process. This may require you to be part of a team that presents credentials or proposals to prospective clients, or attends conferences and seminars with potential clients.
You will be responsible for documenting all operational procedures linked to the ZCC and ratifying and agreeing these with Senior Management. You will put in place regular reviews of all operational procedures to improve the management of the ZCC.
Implementation of a quality system, accurately measuring all processes that impact on customer satisfaction and ensures that any gaps identified are addressed quickly and efficiently.
Conduct regular customer satisfaction reviews and report results from either internal or external sources with strategy for improvement. (Monthly, quarterly, Half-yearly)
To work with our system programmers and partners, ensuring that all possible reports are automated to increase our productivity. You are ultimately responsible for the accuracy of all operational reports provided.
Investigate how the available ZCC technology platforms and applications can be utilized and maximized to improve customer service delivery to Zest Health customers and improve efficiencies.
Develop, plan and initiate short term and long term motivational activities for all operational staff
Implement incentive and recognition programs to improve performance and reward results
Develop a motivated cohesive team environment where staff can achieve their full potential.
Training and Development
Ongoing development of the Assistant Managers and Nurse agents to ensure adequate training and direction.
Undertaking of staff performance reviews, identifying skills gaps, time management concerns and working with HR to ensure appropriate coaching and/or training is delivered to bridge the gap in knowledge or performance.
Ensuring that Assistant Managers meet their own personal KPI’s for Nurse agent staff coaching, call monitoring and development sessions. Ensure that these activities are undertaken in a professional and correct manner.
To act in a mentoring role, coaching your team of local Assistant Managers with overall responsibility for their ongoing development.
To ensure regular team buzz sessions and team meetings are conducted at all operational levels.
As well as all the responsibilities outlined above, as a small niche market company all staff are required at some times to assist and help out other departments or colleagues at Zest Health during challenging periods in our growth. As such all staff at Zest Health are required to also get involved in other areas of the business as long as it does not conflict with existing clients project delivery.
It is expected that all employees will treat each other with respect and consideration, irrespective of their level within the company. We will all strive to make Zest Health a successful and enjoyable place to work.
Principle Duties & Responsibilities
(Please specify the amount of time spent with each duty & responsibility in terms of %):
Managing Inbound Operations 40%
Project Management 10%
People Management 20%
Managing Partners 5%
Process Improvement 15%
Key Challenges of the Roles:
Dealing with and being able to communicate and adapt to different people and diverse personalities.
Ability to multi-task and to work around scheduled deadlines within a dynamic and challenging environment.
Ability to manage, motivate, maintain fairness and harmony within team.
Ability to manage and motivate their team to achieve targets and KPI’s
Ability to work under pressure and maintain a positive frame of mind.
Ability to prioritize, have a good sense of judgment and display aptitude for accurate decision making.
Technology and trends changes within Call Center environment. Keeping up with external changes constantly driving positive change within the Health Care Environment. The actual products are getting more and more complicated thus cost of support increases. Efficiency and effectiveness decreases. Growing the business vertically to continuously add value to Zest Health.
Work experience /
Registered Nurse (RN), Graduate preferably in Business, Information System or IT studies
At least 5 years work experience in management in a Nurse Triage contact center environment / Customer support / service environment. Good Project Management skills.
Ability to think strategically.
Excellent Communication and interpersonal skills
Computer literate – MS Office
Ability to work in a high pressure environment