Call Center Supervisor

SUMMARY:

The On Site Call Center Supervisor oversees the day-to-day operation of the call center, ensuring accurate scheduling, complete documentation, and timely authorizations for all radiology exams. This role monitors performance metrics, handles escalations, and provides coaching, training, and feedback to staff to promote high performance and professional growth. The Supervisor ensures high standards of patient care, compliance, and operational efficiency, coordinating closely with technologists, providers, and staff to support a seamless, patient-focused workflow, including specialized and complex exams. While all Supervisors share these core responsibilities, some may have a specific focus area, requiring collaboration across areas to support operational efficiency and a streamlined patient experience.

MINIMUM SKILLS, ABILITY AND REQUIREMENTS:

·         Must have as high school diploma or equivalent, with at least 6 months of Medical Receptionist experience or related field. Management or Supervisory skills preferred.

·         Overseeing and monitoring call center employees to ensure they meet quotas

·         Provide guidance to all call center support staff to ensure calls and resolution of patient issues are handled according to established policies and procedures.

·         Required to take a minimum of 10 calls daily.

·         Required to know and effectively use all relevant systems and databases and serve as a resource for staff in troubleshooting, workflow optimization and process improvement.

·         Track agent key performance indicators (KPI) and prepares and administers regular individual performance reviews.

·         Oversees and coaches staff in handling general patient complaints

·         Resolves complex and/or high sensitive patient complaints

·         Assists in organizing, planning and implementing call center strategy.

·         Coordinate staff scheduling to ensure staffing levels are appropriate for business need. 

·         Create and nurtures effective work relationships with supervised staff to motivate, coach and retain staff.

·         Work extended hours during week and on weekends, as necessary.

·         Ability to multi-task efficiently and effectively. 

·         Ability to prioritize responsibilities.

·         Ability to conduct meetings, training and interviews 

·         Ensures service levels are meet as defined by business needs.

·         Ability to motivate and effect positive morale in the Call Center.

·         Work increase efficiency by improving workflow, addressing issues and help implement changes. 

·         Guides staff in effective customer service, communication standards and processes

·         Follow all written protocols and procedures of the Center.

·         Demonstrate courtesy, helpfulness, and optimal customer service toward patients and their families.

·         Staff members may be monitored at any time during business calls without notification. SDMI management may listen in on conversations for training, monitoring and other legitimate business purposes

·         Must be able to recognize and respond appropriately to urgent / emergent situations per protocols.

·         Establish and maintain effective working relationships with physicians, staff and SDMI management team.

·         Knowledge of Medical terminology, ICD-10 / CPT Coding. 

·         Basic typing and keyboarding skills with minimum of 30 wpm

·         Strong organizational and interpersonal skills (excellent phone etiquette).

·         Experience with customer service and multi-line phones.

·         Familiarity with computers and other office equipment.

·         Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.

·         Must be able to act calmly and effectively in a busy or stressful situation.

·         Ability to communicate effectively in the English language in person, by phone and in writing.

·         Knowledge of contracted insurance plans and procedures.

·         Skill in organizing time to accommodate changes in workload and assignments in order to complete tasks in a timely manner.

·         Skill to pay attention to details and accuracy in completing tasks.

·         Responds positively to changes in assignments and priorities.

·         Communicates effectively when follow up is needed.

·         Willingly participates in cross-training activities within the department in for own professional growth in order to contribute to the overall function of SDMI.

·         Demonstrates punctuality by reporting to work on time/satisfactory attendance record that complies with SDMI attendance policy.

·         Takes full responsibility for all functions within job description and assures that all functions are completed before leaving SDMI at the end of the shift.  

THE ESSENTIAL ELEMENTS OF THE POSITION REFLECT THE MAJOR DUTIES CONSIDERED NECESSARY TO DESCRIBE PRINCIPAL FUNCTIONS OF THE POSTION AND SHALL NOT BE CONSTRUED AS A DETAILED DESCRIPTION OF ALL OF THE WORK REQUIREMENTS THAT MAY BE INHERET IN THE POSITION.