Call Center Supervisor

Overview

Fast Pace Health strives to provide a best in class patient experience in every interaction. We are seeking a highly-skilled, experienced Call Center Specialist to join our growing team. Our ideal candidate will be deeply committed to nurturing our Fast Pace mission of teamwork, communication, empowerment and quality care in a friendly and encouraging environment.

Fast Pace Health aims to push for a new vision of healthcare in rural communities that will consist of an array of different services. We are changing the delivery of healthcare in these rural areas by integrating excellent patient care, education, accessibility, and community service, in a way that puts the patient’s needs first and improves the health status of our communities.

Qualifications

Essential Functions:

PRIMARY

• Provide strong leadership and guidance to a team of Call Center Specialists.
• Conduct regular team meetings to communicate goals, expectations, and updates.
• Motivate, mentor, and develop team members to achieve individual and team targets.
• Foster a positive and collaborative work environment to promote employee engagement and retention.
• Oversee the day-to-day operations of the call center, ensuring smooth workflow and adherence to established processes.
• Implement operational policies and procedures to optimize efficiency and patient satisfaction.
• Develop and maintain efficient employee schedules to ensure adequate coverage during operational hours.
• Handle employee callouts and unplanned absenteeism by coordinating replacements and adjusting schedules, as necessary.
• Monitor call center metrics, analyze performance data, and implement improvements as needed.
• Regularly review and assess team performance against set targets.
• Provide constructive feedback and coaching to enhance team members' skills and performance.
• Identify training needs and organize relevant training sessions for call center staff.
• Ensure that team members are well-equipped with the necessary skills, tools, and knowledge to handle inquiries effectively.
• Implement and maintain quality assurance programs to ensure high levels of customer service.
• Conduct regular audits of patient interactions and provide feedback for continuous improvement.
• Collaborate with other departments to address patient concerns and improve overall patient experience.
• Analyze patient, team feedback, and suggest improvements in processes and services.
• Stay abreast of call center technologies and implement tools that enhance efficiency and satisfaction.
• Work with IT to address technical issues and ensure seamless operations
• Responsible for learning the aspects of compliance in the company by completing all mandatory compliance training
• The ability to maintain friendly, cordial relations with all employees.
• The ability to build and maintain confidence and credibility with all employees.
• The ability to maintain friendly, cordial relations with all clients and employees; maintain a positive work atmosphere by acting and communicating in a manner that results in a positive work relationship with customers, co-workers and Supervisors.
• The ability to perform the physical, use of senses, cognitive, and environmental functions of the position, as specified on the physical demands.
• Ability to comply with Company standards of operations.
• Ability to adhere to the Core Values of the Company, of teamwork, communication, empowerment, quality of care, and friendliness.