What are the responsibilities and job description for the Supervisor, Case Management Call Center position at Medical Service Company?
At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).
MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!
MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.
In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!
Join Our Team!
We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!
Apply today to become a part of our dynamic team!
The Case Management Call Center Supervisor is responsible for overseeing departmental call center daily activity, including performance measurement and escalated patient inquiries to meet annual functional team objectives.
Responsibilities and Duties:
- Provides direct supervision to call center agents to meet established productivity goals and functional team objectives.
- Provides daily oversight on team productivity and communicates issues or concerns.
- Oversees daily call center reporting, conducts analysis on call center metrics, and reviews with call center agents and managers.
- Monitors daily workflow, call center activity, and quality of work performed.
- Manages escalated patient inquiries and works with the team to improve customer satisfaction.
- Collaborates with call center supervisors in other departments on call center related issues to create consistency and standardization.
- Communicates obstacles or challenges to manager that may lead to untimely or unsatisfactory issue resolution.
- Assists with the development and revision of Standard Operating Procedures (SOPs), call scripts, and other call center processes.
- Identifies and communicates process related issues and improvement opportunities to the manager and implements changes to support departmental goals and enhanced customer experience.
- Conducts one on ones with call center agents, performs payroll processes, trains new/existing team members, and manages annual reviews.
- Performs other duties as assigned.
Qualifications:
Education: Graduate of an accredited high school or GED equivalence.
Experience/Knowledge/Skills/Physical Requirements:
- Minimum of three years of call center experience in healthcare or equivalent work experience, preferably HME.
- Recommend at least 2 years of experience overseeing team operations or leading a team.
- Strong problem-solving, leadership, communication, and customer service skills.
- Demonstrated analysis and reporting knowledge.
- Proficient in managing key performance indicators.
- Ability to coach, train, and motivate team.
- Experience with Microsoft Office Suite, including Excel, call center reporting platforms and Brightree, preferred.
Pay starts $49,387/Salary
Salary : $49,387
