SUMMARY

The Call Center Supervisor manages a team of 15-20 Operators and Schedulers to effectively manage general inquiries and to schedule, reschedule, and cancel clinic appointments, register patients, and manage related work queues. This position motivates and supervises employees to achieve established call center performance expectations and identify and address opportunities for improvement. The Call Center Supervisor develops staff through appropriate training and feedback. This position coordinates all process and activities in assigned skill groups and tracks individual and skill group goals. The Call Center Supervisor assists the Call Center Operations Manager and Executive Director in running Call Center operations including recruitment and disseminating information. This position also works closely with the Call Center management team including Training, Quality, and Workforce Management to optimize call center and operator/scheduler performance.

QUALIFICATIONS

• High school diploma or GED required
• Two-year college degree preferred
• Two (2) years of previous supervisory experience in a Call Center, customer service, or patient relations area; having supervised a minimum of ten employees in a fast-paced environment
• One (1) year of administrative/communications experience. Must demonstrate competency and relevant experience in Call Center operations
• Experience in hospital operations and revenue cycle preferred
• Experience with Epic preferred
• Knowledge of operating a variety of office equipment and proficient in various Microsoft applications: Word, Excel, PowerPoint, Project
• Excellent communication skills needed to clearly and effectively communicate with physicians, patients, staff, consultants and referral agencies
• Ability to effectively lead and direct a diverse workforce
• Knowledge of organizational policies, procedures, and systems
• Ability to effectively prioritize work amongst multiple competing priorities
• Ability to read, interpret, communicate, and enforce policies and procedures
• Communicate clearly and effectively
• Demonstrate good teamwork and interpersonal skills
• Manage stressful situations appropriately and in a calm manner
• Adhere to established procedures and follow oral and written instructions
• Work independently and manage own time and work tasks
• Ability to maintain confidentiality
• Exhibit strong customer service skills
• Demonstrate leadership skills
• Provide process improvement recommendations
• Apply problem solving and critical thinking skills
• Possess a high attention to detail