**Penn State Health** - **Penn State Health Corporation** **Location:** US:PA: Hershey **Work Type:** Full Time **FTE:** 1.00 **Shift:** Varied **Hours:** Typically 8:00a – 4:30p with 2nd shift and weekend shift possibilities **Recruiter Contact:** Garrett C. Kieffer at gkieffer@pennstatehealth.psu.edu (MAILTO://gkieffer@pennstatehealth.psu.edu) **SUMMARY OF POSITION:** Responsible for providing 365-day coverage from 6:00am-10:00pm for the Contact Center responsibilities including Careline, MD Network, and Patient Relations line. Responsible to manage and lead the daily operations associated with the Contact Center including staffing, coaching, and providing frontline leadership for staff. Provide strong mentoring and development opportunities for all team members. Proactively engage in hiring, performance evaluations and feedback, progressive discipline, and terminations. Ensure that all calls are answered accurately and timely while maintaining efficiency with all departmental procedures, service levels, quality, and productivity to support a positive patient experience. Assess, assign and monitor daily workload while providing a high level of customer service and serve as a resource for information for individuals internally and outside the department. Work with business partners to establish best practice workflows while maintaining and supporting the department mission. Deploys excellent customer service skills in all forms of communication. **MINIMUM QUALIFICATION(S):** + Bachelor's degree or equivalent experience four (4) years **PREFERRED QUALIFICATION(S):** + Leadership experience in a call center environment, Microsoft tools, medical terminology, work force management principles preferred. **WHY PENN STATE HEALTH?** Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community. **For more information:** About Us | Careers | Penn State Health (https://www.pennstatehealth.org/careers/working-here/about-us) **Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:** + **_Be Well_** with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton). + **_Be Balanced_** with Generous Paid Time Off, Personal Time, and Paid Parental Leave. + **_Be Secured_** with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection. + **_Be Rewarded_** with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program. + **_Be Supported_** by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling. **For a full list with more detailed information:** https://www.pennstatehealth.org/careers/working-here/total-rewards **WHY PENN STATE HEALTH CORPORATION?** There are many ways to make an impact with one of the leading research, teaching, and clinical healthcare systems in the country. Through a combination of operational, corporate, clinical, and nonclinical roles, we are advancing excellence and innovation in health care together as one team. As Penn State Health continues to evolve for the future, we are committed to hiring dedicated employees who are passionate about delivering the best possible support across our entire integrated health system. Within Penn State Health’s Shared Services Entity, we encourage our employees at every turn to continue their education and advancement. Numerous opportunities are available for professional development and career growth. **YOU TAKE CARE OF THEM. WE’LL TAKE CARE OF YOU. State-of-the-art equipment, endless learning, and a culture of excellence – that’s Penn State Health. But what makes our healthcare award-winning? That’s all you.** _This job posting is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. Eligibility for shift differential pay based on the terms outlined in company policy or union contract._ _All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities._ _Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information._ **Union:** Non Bargained **Position** Manager - Corporate Services Contact Center **Location** US:PA: Hershey | Professional | Full Time **Req ID** 69270