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Posted over 1 year ago

Health Care Call Center Remote Queue Manager ABOUT THE ORGANIZATION American Health Connection offers a wide-range of medical call center services, designed to dramatically improve both patient and physician satisfaction. Our Patient Communication Management services, helps eliminate dropped calls, enables patients to quickly connect with a real person, improves care coordination and can reduces hospital re-admissions. It helps to create a real connection – with a real voice at the end of the line, listening and understanding the patient’s needs, which usually reduces your ‘no show’ rate.We are 100% USA-based and our services are available 24 hours a day, 365 days a year including nights, weekends and holidays. The following is a list of our Patient Communication Management processes: Centralized Scheduling Patient Pre-registration Deductible/Copay Pre-Collection Insurance Verification Scheduling of language services Appointment Reminders Discharge Follow-up Physician referral services Concierge Services Since our inception, American Health Connection has been the pioneer in advancing a patient-centric approach in healthcare, creating the nation’s first full service healthcare call center company. Our earlier innovations and strategies enabled our customers to significantly improve their daily operations, enhance efficiencies and reduce cost. Our latest Patient Communication Management suite of services is a fully comprehensive program far more advanced than the standard operational procedures of a typical healthcare facility. POSITION: Health Care Call Center Remote Queue Manager DESCRIPTION American Health Connection, headquartered in Beverly Hills, California, is a national healthcare patient communication center. We are currently seeking a full-time Queue Manager to work remotely from home. This person must be a detail-oriented experienced Queue Manager with strong analytical skills You will monitor queues and adjust to mitigate impacts to the patient communication center service levels and workload, keep agents aware of inbound calls, calls waiting, abandonment rate and other contact metrics. This position will maintain visual contact with current call patterns and adherence trends and provide a real time communication of events to all levels of management. He / She will ensure success by supporting management in meeting our common goals in providing positive overall service delivery to our clients. Job Responsibilities: A crucial aspect of workforce success will be managing queue performance of the ACD system while stewarding available agents and routing activities to ensure highest performance. Monitoring that all staff are producing at the expected level and abiding by established guidelines including; attendance, lunchtime, breaks, and all other metrics. You should possess experience in all workforce management and WFM leadership disciplines: Maintain monthly and weekly staffing plan for contact center operations. Ensure the most efficient/timely workforce coverage for call volumes applying queuing theory. Manage and improve QA reporting matrix and communicate weekly areas of weakness and opportunity. Monitor agent performance and adjust skill proficiency w/in ACD system to insure agents work where they have shown highest proficiency. Monitor intraday performance of call volume and staffing levels across multiple accounts and queues to ensure ongoing service performance is maintained. Analyze/interpret data from daily reports and notify leadership team of needs. Drive to achieve benchmarked call metrics (Average Speed of Answer Average Handle Time First Call Resolutionetc). Analyze and report call center and agent performance data/trends and develop forecast models. (short-term & long-term) Identify, alert and partner with leadership teams to provide solutions/remediation tactics during periods of service level challenge. Manage approval process of discretionary activities such as time off, trainings, meetings Maintain attendance records of no shows, call outs, late arrivals and communicate to management. Monitor and post requests for time off and exceptions to scheduled time and maintain calendars of those events. Monitor and prepare timesheets to be sent to payroll. Additional duties as assigned. We take pride in having a diverse workforce and all employment decisions are made without regard to race, religion, color, gender, age, national origin, marital status, mental or physical disabilities, veteran status, sexual orientation or any other characteristic protected by applicable law. American Health Connection is an equal opportunity employer. POSITION REQUIREMENTS Requirements: 3+ years of call center experience. 2+ years of direct experience monitoring queues in a contact center environment preferred. Strong PC skills with experience with CRM systems and Workforce Management systems is ideal. Skilled in utilizing information technology and telephony to assure optimal call flow, call response, and Call Center staff productivity. Accepting of Direction and Responsibility Excellent interpersonal, customer service and problem-solving skills. Ability to express ideas and communicate effectively, both orally and in writing. Ability to think and operate at both the strategic and operational level. Proactive in identifying areas of improvement and action upon it. Making Accurate Judgments and Decisions Ability to thrive in an ambiguous environment; highly flexible with the ability to execute well independently in a fast-paced, rapidly evolving organization. Strong attention to detail with the ability to anticipate and resolve issues. Strong verbal and written communication skills. Drive, initiative and creativity and solid analytical skills. Strong teamwork and interpersonal skills with ability to gain credibility quickly and the ability to thrive and work effectively at all levels and with customers in a cross-functional organization is a must. Strong attention to detail with the ability to anticipate and resolve issues. Strong verbal and written communication skills. Drive, initiative and creativity and solid analytical skills. USER: 2 FULL-TIME/PART-TIME: Full-Time EXEMPT/NON-EXEMPT: Non-Exempt LOCATIONS EOE STATEMENT: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. SHIFT LOCATION: Nationwide