Overview

Patient Service Center Supervisor

Onsite - McDonough, GA

Summary

Responsible for leading and training a team of Patient Care Representatives in the delivery of outstanding service to our patients, including the scheduling of appointments and answering of questions.  Provide training, coaching and development to team members.  Assist in the development and execution of call center strategies to improve patient satisfaction and operational excellence in direct support of field offices.  Complete quality reviews of representative monthly performance and annual performance appraisals.

Essential Duties

• Actively support the company’s culture and business mission by always putting the organization’s people and its customers first.
• Responsible for direct supervision and leadership of a team of Patient Service Representatives, including coaching, counseling, and corrective actions.
• Maintain and improve call center operations by monitoring real time departmental performance.
• Complete and analyze call center operational performance reports.
• Improve quality assurance through call monitoring and coaching and preparing and administering individual. development plans for each team member.
• Create and facilitate new hire and ongoing training for representatives.
• Respond to new and existing patient inquires quickly, professionally, and accurately.
• Improve employee engagement and proactively identify opportunities to enhance the employee experience.
• Take ownership of any unresolved patient questions/concerns and work towards solutions with field offices in a timely manner.
• Complete annual performance appraisals for each representative.
• Assist with incoming calls during high volume periods.
• Assisting in the recruiting process.
• Participate in terminations and discipline/correction documentation.

Experience/Requirements

• Minimum two (2) years of supervisory or training experience
• Experience with dental or medical scheduling preferred
• Experience in a high volume, fast paced call center experience a plus
• Flexibility in work schedule
• Minimum two (2) years’ experience effectively leading change and implementing process improvement
• Experience with M/S office products including Word, Excel, Outlook

Skills, Knowledge and Abilities (SKAs)

• Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Interpersonal Skills—the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
• Written Communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
• Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays or unexpected events.
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Safety and security—the individual actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
• Considerable knowledge of principles and practices of personnel administration.
• Presentation skills

Education/Training

• High school diploma or GED. College degree preferred

Physical/Environmental

• Sitting for long periods of time, completing tasks using a computer and other office equipment.
• Position requires frequent talking, hearing, and vision with moderate standing, walking and reaching
• May require lifting up to 10 lbs
• Job position responsibilities are generally performed in a business office environment with computers, printers and phones
• Availability to travel if needed.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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