Mayo Clinic Healthcare London · 3 days ago
Contact Center Operations Coordinator
Rochester, MN, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$79K/yr - $118K/yr
10+ years expMayo Clinic Healthcare London is seeking a Contact Center Operations Coordinator to support a large outpatient practice contact center operational unit. The role involves collaborating with technical resources to develop contact center solutions, optimizing operations, and ensuring high service quality standards.
Hospital & Health Care
Responsibilities
Collaborate with technical resources to develop and deploy contact center solutions, including omnichannel engagement, AI-driven interactions, telecommunications, and EHR/data integration
Optimize contact center operations utilizing telecommunication technologies such as IVRs, Workforce Management, Call Recording, Speech Analytics, and CRM platforms to improve service delivery
Configure and support the management of the Genesys platform to streamline workflows and elevate patient experience
Ensure a high-functioning system design for precise documentation, routing, and resolution of patient inquiries through integrated systems
Leverage real-time monitoring tools to track key performance metrics and maintain service quality standards
Collaborate with IT and Access Center leadership to identify opportunities for enhancements in CRM processes, while providing feedback on Genesys contact center workflows to improve overall operational performance
Qualification
Required
Bachelor's Degree with 10 years of experience in healthcare or customer service field, 3 years of which include supervisory experience; or an Associate's Degree with 13 years of experience in healthcare or customer service field, 3 years of which include supervisory experience; or High School diploma/GED with 15 years of experience in healthcare or customer service field, 3 years of which include supervisory experience
Prior supervisory experience of 3 years is required
Must have working knowledge of project management concepts and applications
Expertise in consensus management, assessment and allocation of staffing resources, continuous improvement methodology and customer service
Demonstrates team building and leadership skills and the ability to motivate and energize others while initiating and managing change in the implementation of new programs is required
Exceptional organizational and human relation skills
Strong verbal and written communication skills
Problem solving and conflict management
Coaching and mentoring
Computer analysis skills and an understanding of business processes are required
Requires excellent decision-making and judgment capabilities
Must have broad based knowledge of office support and computer systems along with spreadsheets, databases and software knowledge
Preferred
Master's Degree
Candidates with contact center experience at Mayo Clinic or externally at other contact centers
Current or previous experience leading staff that schedule patient appointments within the last 3 years
Multilingual candidates preferred, especially those fluent in Arabic
Company
Mayo Clinic Healthcare London
Located in the Harley Street District in London, Mayo Clinic Healthcare offers an array of services, including executive health assessments, GP Services, Outpatient Cardiology, Cardio-thoracic, Respiratory, Neurology, Colorectal, Gastroenterology, General Internal Medicine, Orthopaedic & Neuro-Surgery specialist consultations.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase