What are the responsibilities and job description for the Supervisory Contact Representative position at EAGLE BUTTE INDIAN HEALTH SERVICE HOSPITAL?
Company Description EAGLE BUTTE INDIAN HEALTH SERVICE HOSPITAL is a federal healthcare facility located in Eagle Butte, South Dakota, serving tribal and local communities in the surrounding region. As part of the Indian Health Service, it focuses on delivering accessible, culturally informed healthcare services. The hospital operates within the government administration framework, emphasizing accountability, quality, and community partnership. Team members work in a mission-driven environment that supports public service and patient-centered care. The location offers opportunities to make a direct impact on community health in a rural setting.
Role Description This is a full-time, on-site Supervisory Contact Representative role based at Eagle Butte Indian Health Service Hospital in Eagle Butte, SD. The Supervisory Contact Representative oversees a team responsible for receiving and responding to patient and public inquiries by phone, in person, and through other communication channels. Daily activities include assigning and reviewing work, monitoring call and service quality, coaching staff, and ensuring accurate documentation of all contacts in hospital systems. The role coordinates schedules, resolves escalated issues, and collaborates with clinical and administrative departments to streamline patient access and information flow. The position also involves tracking performance metrics, preparing routine reports, and recommending improvements to contact center procedures and patient service processes.
Qualifications
Role Description This is a full-time, on-site Supervisory Contact Representative role based at Eagle Butte Indian Health Service Hospital in Eagle Butte, SD. The Supervisory Contact Representative oversees a team responsible for receiving and responding to patient and public inquiries by phone, in person, and through other communication channels. Daily activities include assigning and reviewing work, monitoring call and service quality, coaching staff, and ensuring accurate documentation of all contacts in hospital systems. The role coordinates schedules, resolves escalated issues, and collaborates with clinical and administrative departments to streamline patient access and information flow. The position also involves tracking performance metrics, preparing routine reports, and recommending improvements to contact center procedures and patient service processes.
Qualifications
- Demonstrated leadership abilities, including supervising, mentoring, or coordinating a customer service or contact center team.
- Strong customer service and communication skills, with the ability to handle sensitive or complex inquiries professionally and respectfully.
- Experience using phones, call management tools, and computer systems to document and track patient or client interactions.
- Strong organizational and time-management skills, including prioritizing tasks, meeting deadlines, and maintaining accurate records.
- Ability to interpret and follow policies, procedures, and regulations, preferably in a healthcare, government, or public service setting.
- High school diploma or equivalent required; additional education or training in healthcare administration, business, or a related field is preferred.
- Experience in a hospital, clinic, or tribal health environment is highly desirable.
- Ability to work effectively with individuals from diverse backgrounds, maintaining a respectful and inclusive environment.