What are the responsibilities and job description for the Call Center Supervisor position at Mambo Seafood Restaurants?
Company Overview:
Summit Spine and Joint Centers (SSJC) is on track to become the largest comprehensive spine and joint care provider in the Southeast while providing clinical and surgical services to our patients. Integrated Pains Solutions, PLLC is the North Carolina division of SSJC with over 10 clinics in North Carolina and growing. We excel in providing quality care to all our patients and are trend setters in the field with our multi-modality treatment options and varied care delivery models. We are seeking qualified individuals to join our team and provide exceptional patient care!
Key responsibilities for this role would include:
Summit Spine and Joint Centers (SSJC) is on track to become the largest comprehensive spine and joint care provider in the Southeast while providing clinical and surgical services to our patients. Integrated Pains Solutions, PLLC is the North Carolina division of SSJC with over 10 clinics in North Carolina and growing. We excel in providing quality care to all our patients and are trend setters in the field with our multi-modality treatment options and varied care delivery models. We are seeking qualified individuals to join our team and provide exceptional patient care!
Key responsibilities for this role would include:
- Direct supervision of call-center staff, including scheduling, attendance management, and productivity oversight
- Real-time coaching, call monitoring, and QA scorecard management to improve call quality and patient experience
- Performance management, corrective actions, and ongoing employee development
- Support of operational metrics such as ASA, AHT, answer rate, conversion rate, and patient satisfaction
- Escalation management for patient, provider, and internal issues
- Reinforcement of SOPs, workflows, and compliance expectations across team
- Partnership with leadership on process improvements, training, and change initiatives
- Real-time coaching, call monitoring, and QA scorecard management to improve call quality and patient experience
- Performance management, corrective actions, and ongoing employee development
- Support of operational metrics such as ASA, AHT, answer rate, conversion rate, and patient satisfaction
- Escalation management for patient, provider, and internal issues
- Reinforcement of SOPs, workflows, and compliance expectations across team
- Partnership with leadership on process improvements, training, and change initiatives
- Direct supervision of call-center staff, including scheduling, attendance management, and productivity oversight
- Proven ability to coach, hold staff accountable, and lead through change
- Experience with call metrics, QA programs, and performance dashboards
- Strong working knowledge of scheduling, referral workflows, insurance verification/authorizations, and EMR systems
- Prior call-center or healthcare operations lead experience