Description

Who we are:

Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most – patient care. Rooted in the 100-plus-year legacy of its founding partners, the network spans the Northeast with 128 physicians, over 1100 employees, and 28 locations from Connecticut, New York, and Massachusetts 

What you’ll do:

To supervise staff and processes for the Call Center. Supervisor leads by example in taking calls, coordinating processes for triaging incoming appointment requests, and reporting on call center metrics. Supervisor serves as first level for employee and patient concerns, coordinating employee schedules, and enforcing metric goals.

Responsibilities: 

• Monitors staff within the Call Center and provides guidance with department policies and procedures. 

• Assists with conducting performance reviews in collaboration with operational leadership to assess and enhance team performance. 

•  Manage daily schedules, including the approval of timecards and PTO requests, to ensure adequate staffing and seamless operations. 

• Works under the direction of the manager to address employee relations or performance issues.

•  Play a key role in the hiring process by actively participating in interviews and contributing to the onboarding of new call center agents. 

•  Act as a liaison between operations management and call center staff to facilitate effective communication and collaboration. 

•  Handle incoming calls and assist in scheduling appointments to meet customer needs. 

•  Ensure that the team consistently meets service level goals, including quality assurance targets. 

•  Assists with conducting regular reviews of monthly scorecards with team members to provide feedback and track performance metrics.

• Communicate any relevant process changes to the team, ensuring everyone is informed and aligned with updated procedures. 

• Attend required meetings/in-services and participate in committees as requested. 

• Maintains strict confidentiality on all patient and employee issues. 

• Other duties as assigned. 

Qualifications

Who you are: 

• 3-4 years’ call center experience; or equivalent combination of education and experience in the medical field. Previous health care receptionist experience preferred. 

• High School Diploma or Equivalent Required

• Knowledge of HIPAA, insurance regulations, policies, procedures, and other regulatory policies 

• Previous experience leading teams preferred, must possess excellent customer service and communications skills.

• Must have the ability to be a team player with a positive attitude, demonstrating patience and professionalism. 

• Knowledge of computer systems and associated applications (hardware/software) in support of organizational, business and department functions 

• Must be organized and detail-oriented. 

What we offer:  

• Excellent growth and advancement opportunities

• Dynamic environment

• Access to a diverse network of practitioners

• Broad infrastructure of tools and programs to enhance the employee experience

• Competitive Compensation

• Generous PTO

• Benefits package: health, dental, vision, 401(k), etc.

We are an equal-opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances (referred to as “protected characteristics”).

IND3