CareTrack, Inc. is a leading provider of chronic care management services for medical practices. CareTrack’s service offerings are based on proprietary CCM software, integrated back-office service operations, and patient interactive services. Our main goal is to help primary care physicians monitor patient care plan adherence as well as proactively identify and escalate earlier interventions in-between appointments. Our team is comprised of energized employees who work together to provide patients with the best possible care and we are looking for someone who is a perfect fit to join our team.

As a Call Center Supervisor at CareTrack, you will be responsible for managing and supporting our call center team to ensure high levels of customer service delivery. You will be managing a team consisting of a combination of onsite, hybrid, and remote employees. The aim will be maximum efficiency and cost-effectiveness while driving patient satisfaction. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. You will excel in this role if you are organized, reliable and a results-driven professional with the ability to quickly solve problems as they arise while thinking “big picture” for proactive improvements.

Responsibilities

• Supervising and managing a team of call center agents to meet the company's performance standards.
• Providing training and coaching to call center agents to improve their customer support skills.
• Monitoring call center agent calls to ensure quality standards are met.
• Reporting on performance to senior management.
• Work in conjunction with clinical leadership to ensure maximum efficiency and the highest level of patient care is achieved.
• Overseeing call center scheduling and ensuring proper shift coverage.
• Reviewing and analyzing call center metrics to identify weaknesses and areas for improvement.
• Conducting regular evaluations of call center agents to assess their performance.
• Set strategic long and short-term departmental goals and evaluate outcomes.
• Motivate and inspire staff while facilitating personal growth.
• Ensure high levels of productivity are maintained.
• Monitor and improve call handling and other procedures.
• Evaluate performance with key metrics.

Requirements

• Proven experience as call center manager or similar position.
• Knowledge of call center metrics and performance management.
• Strong leadership and coaching skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment.
• Strong attention to detail and analytical skills.
• Experience in customer service or patient care.
• Experience with medical terminology and EHR's a plus.
• Knowledge and understanding of HIPAA.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Short Term & Long Term Disability
• Paid Time Off (Vacation, Sick & Public Holidays)
• Life Insurance (Basic, Voluntary & AD&D)