Samuel Lowe

About Samuel Lowe

Demonstrated ability in managing and training multicultural staff. • More than 20…

Experience

1. Manager, Call Center Operations

   Boston Medical Center (BMC)

   Jun 2023 — Present

   Implements department policies, procedures and standards and manages day-to-day Ambulatory Practice Call Center operations to achieve productivity targets, quality standards and operational goals to ensure the call center is delivering a world class patient experience.Ensures that call center staff recognize that customers are both internal (employees, physicians, other departments) and external (patients, families, insurers) and demonstrates skills appropriate to good service (reliability, empathy, courtesy, etc.). Ensures that staff responds promptly and appropriately to customer needs. Ensure that staff effectively communicates with customers to address needs and problems.Manages performance at the department and individual levels to ensure that Call Center goals are met. Monitors performance in real-time to ensure that staff are adhering to schedules and to ensure that our team reacts quickly.Quickly identifies performance trends and develops strategies to address them; acting independently or with the leadership team as appropriate.Participates in the training and onboarding of new staff as well as in the training of additional skill sets for seasoned staff. Identifies representatives in need of refresher trainings and acts quickly to ensure they receive needed support.Analyzes department data and recommends and develops strategies to improve operations and enhance service delivery; implements changes in conjunction with and advice from the management team. Acts as the liaison with Practices supported by the call center to resolve problems that interfere with the efficient handling of patient inquires. Reviews, daily, weekly and monthly individual and department reports regarding numbers and efficiency of calls handled by call center staff, including their productivity and availability to handle patient contacts (phone, email, chat, other) Develops and implements strategies to improve overall call quality and performance.

Education

• Cambridge College

  Organizational Psychology

  2001 — 2002