The following statements reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all the work requirements, which may be inherent in the position.

The Marshall Medical Centers’ Centralized Call Center is strategically important to the mission of maintaining a culture of service excellence.   The Call Center is a key element in establishing and maintaining the image of Marshall Medical Centers.  The primary responsibilities of the Call Center Manager are: (1) Management of the routine / daily activities of the Call Center including development of staff, systems, budget, policies and procedures, short-term as well as long-range planning and internal marketing. “Development of staff” includes the ongoing training necessary for Call Center Representatives to command a knowledge base of all MMC service lines, physicians, specialty offerings and departments within the hospital system.  Standards for providing “world class” customer service must be established and maintained. (2) Develop and maintain an environment of teamwork among Call Center Representatives and the clinical and support staff members who provide hands-on patient care. (3) Maintain proficiency in daily operations of switchboard and nurse call in order to be able to provide back-up Call Center support. (4) Maintain proficiency of MMC presence in the phone directories for Marshall County and surrounding areas as appropriate to support the promotion of its service line offerings including monthly auditing of monthly bills and annual cost /benefit analysis for each advertisement opportunity within each directory where MMC service lines are promoted and monthly Power Bi report generation for Nursing, Bed Reservation and EVS to provide back-up Marketing Coordinator support.               (5) Support for all other activities within the marketing department as dictated by ongoing marketing / communication plans and internal / departmental responsibilities.

BS/BA Marketing or Communications (preferred) or equivalent business experience.  2–3 years of management experience and understanding of operating systems, platforms and networking preferred.  Demonstration of writing skills and proficiency in Microsoft Office suite a must.  Call Center, customer service and/or inside sales experience a plus.

Lake Guntersville, a mountain-lakes jewel, is located approximately 30 miles from metro Huntsville – and is home to Marshall Medical Centers.

Marshall Medical Centers, an affiliate of the Huntsville Hospital Health System, serves the residents of Marshall County and the surrounding area (population approximately 125,000). With two hospitals, eight outpatient locations and a highly-trained team of physicians practicing 28 specialties, Marshall Medical is a confident, convenient choice for local healthcare. Residents can remain close to home and receive excellent care – often provided by those who are neighbors and friends.

Marshall Medical Center South is a 150-bed hospital in Boaz, Alabama, and opened in 1956. Marshall Medical Center North, in Guntersville, opened in 1990 – and – is a 90-bed facility. In addition to the two hospitals, the Gary R. Gore Medical Complex is conveniently located mid-county and is home to several outpatient clinics and a 22,000 square foot comprehensive Cancer Care Center.

Named by the Joint Commission as a “Top Quality Performer” among America’s hospitals, Marshall Medical Centers’ patients can be assured they are being treated in an environment where a premium is placed on quality and best practices.