Customer Service Traffic Representative

The Customer Service Traffic Representative is responsible for assisting the leadership team by ensuring Renown and Hometown Health’s Call Center is staffed to promote optimal efficiency, performance, operational costs, and patient satisfaction. To do so, this individual will use data analysis to identify trends in call volumes and process improvement opportunities and work to configure the workforce and processes in a way that best serves the needs of the call center. This person will also assist operationally to remove barriers in real time for the team to reduce disruptions to process flow.

1. Works with management to establish employee schedules on a [daily/weekly/biweekly/monthly] basis.

2. Monitors the attendance of call center staff to ensure adherence to Renown’s time off and break policy.

3. Communicates attendance issues to call center management on a regular basis.

4. Analyzes call volumes, call handling time, and historical data to identify trends and forecast future staffing needs.

5. Manages the allocation of incoming calls and assists in the maintenance of call center technology (e.g. IVR) and software.

6. Trains Call Center staff to provide quality service to patients and to follow department standard work. 

7. Supports the team in handling escalated calls. Is able to research complex patient situations and provide resolution as well as propose solutions to leadership for process improvements should a process defect be identified.  

8. Compares previously forecasted call volumes and staffing needs to actual results to identify areas of

opportunity.

9. Develops data reports that showcase call center performance metrics (e.g., service level, call

abandonment rate, hold times, etc.) and staffing trends.

10. Presents data reports to management and provides recommendations for improving workforce allocation.

11. Collaborates with management to develop plans for and achieve short-term and long-term workforce

optimization goals

12. Assists management in identifying gaps in the workforce and determining when additional FTEs are

needed.

13. Communicates with call center staff, management, human resources, finance, and other departmental leaders as needed.

14. Listens to recorded and live calls to audit performance and provide feedback to team members and leaders.  

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

This position does not provide patient care.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Name

Description

Education:

Must have working-level knowledge of the English language, including reading, writing, and speaking English.

High school diploma or equivalent is required.

Bachelor's degree in healthcare administration, business, or related field is preferred.

Experience:

Minimum of 2-3 years of experience in call center management, workforce data analysis, or another relevant field.

Experience working in a healthcare administrative environment preferred

Experience working with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Experience using workforce management software

Familiarity with call center workflows and technology

Ability to visually present information and data in a clear manner

Proven organizational, analytical, and problem-solving skills

Experience with Transformational Healthcare and/or Lean Six Sigma

License(s):

None.

Certification(s):

None.

Computer / Typing:

Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.