What are the responsibilities and job description for the Call Center Supervisor position at APR Consulting?
APR Consulting, Inc. has been engaged to identify a Call Center Supervisor
Location: Duluth, GA / Remote
Position: Call Center Supervisor
Pay Rate: $30/hr
Duration of assignment: 6 months minimum, potential for extension or FTE conversion
Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.
Our client is one of the largest non-profit health plans founded in 1945 which offers comprehensive, affordable health coverage plans for individual & family, Medicare, employers, and large group.
Job Description:
Don't miss out on this amazing opportunity! If you feel your experience is a match for this position please apply today and join our team. We look forward to working with you!
Location: Duluth, GA / Remote
Position: Call Center Supervisor
Pay Rate: $30/hr
Duration of assignment: 6 months minimum, potential for extension or FTE conversion
Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.
Our client is one of the largest non-profit health plans founded in 1945 which offers comprehensive, affordable health coverage plans for individual & family, Medicare, employers, and large group.
Job Description:
- Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
- Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
- Supervises ambulatory operations to support patient care by: facilitating team, meetings and/or management decisions and identifying action items, keeping into consideration compliance timelines and financial commitments; using and providing feedback on standard utilization and productivity reports to achieve performance targets; interpreting data and taking action; supervising human resources including recruitment and selection and promoting active recruitment, and implementing the orientation and employee management; conducting survey and compliance readiness activities, including mock rounds and mitigating issues, to maintain compliance and regulatory standards and delivering requested audit documentation, information, and reports; and assuming accountability for maintaining their team's budget and expenditures and entering payroll.
- Ensures standardized care delivery by: supporting large and/or complex work streams with significant program impact; supervising data collection and using data to inform the development and implementation of plans; coordinating and monitoring daily operational activities involving patient care management; coordinating resources in clinical areas to ensure appropriate assignment and utilization; supervising multidisciplinary ambulatory team(s); helping implement emergency preparedness programs and ensuring the team's emergency preparedness and recovery plans are current and that staff are trained and know what is expected during and after an emergency; and coaching the team and monitoring implementation and delivery on objectives.
- Supervises improvements to patient-centered operations and technology processes by: planning the work of teams on strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; responding to escalations to improve the performance of operations system processes; and implementing performance metrics to track the success of strategic improvement projects.
- Minimum one (1) year of experience in a leadership role with or without direct reports.
- Minimum one (1) year of customer or member/patient service experience.
- Associate's degree in a business, nursing, health care, or directly related field AND minimum two (2) years of experience in business operations, clinical health care, or a directly related field OR Minimum three (3) years of experience in business operations, clinical health care, or a directly related field.
- One (1) year of contact center experience.
- One (1) year of management or supervisory experience in a clinical or telehealth environment.
- One (1) year of experience performing quality assurance.
- One (1) year of management or supervisory experience with direct reports.
- Basic Life Support (BLS) Certification.
- One (1) year of project/program management and/or implementation-related experience.
- One (1) year of experience in process improvement.
- Bachelor's degree in Business, Nursing, Health Care, or related field.
Don't miss out on this amazing opportunity! If you feel your experience is a match for this position please apply today and join our team. We look forward to working with you!
Salary : $30