Manager, Him Telecommunications Support

Responsibilities

The role of the Manager, HIM Telecommunications Support is to ensure the EHR Tech Telecom Operators perform and support the healthcare organization and customer service goals. This position is responsible for the daily management of the EHR Tech Telecom Operators as assigned. Support from the EHR Tech Telecom Operators is across all hospitals, and after-hours physician on call processes. Additionally, the Manager, HIM Telecommunications Support is responsible for developing the processes, metrics, and standards needed to insure the EHR Tech Telecom Operators meet or exceed the Norton Healthcare customer service goals. This position ensures that each of the technical standards embraced by Norton Healthcare are both developed and followed, leveraging the latest technology resources and tools currently available. The manager is accountable for high quality customer service.

Key Accountabilities:
Effectively manage hospital operator teams through metrics, reporting, and performance analysis
Manages and maintains quality metrics
Utilizes best practices, document processes, sets standards for operational performances. Maintains service performance
Monitor performance of team and provide support for supervisors through coaching and mentorship to prepare for career growth
Collaborate with internal and external departments, vendors and contractors to continuously improve processes that benefit the team and NHC

Qualifications

Required:
3 years of call center experience, with at least 1 year of leadership experience
Bachelor degree

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