Job Description

CONTACT CENTER MANAGER, MIT Medical, to be responsible for the day-to-day operations of the Access and Scheduling Center.  Will provide leadership and direction to maintain a high-functioning multispecialty scheduling, registration, and call management center. This includes identifying best practice protocols, technology, and other initiatives designed to meet patient/customer service excellence. Will also oversee staffing of the Contact Center and ensure optimal efficiency, productivity, and regulatory compliance; manage relationships with and monitoring of the afterhours service; and ensure that calls are handled promptly and meet required quality assurance, customer service, and scheduling guidelines. 

A detailed position description is available at https://medical.mit.edu/jobs.  

REQUIRED:  bachelor’s degree in communications or related field; five years of experience in a health care management or call center scheduling environment; ability to coach and develop others; and expert-level knowledge of customer service models and methodologies, including the ability to motivate others to share best practices.  Seek a self-directed and proactive individual who is able to make independent decisions and work with little to no direction while simultaneously keeping management informed and escalating issues appropriately.  Job #22937-9