Contact Center Supervisor

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support

Our promise to you:

Joining UChicago Medicine AdventHealth Hinsdale is about being part of something bigger. Its about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. UChicago Medicine AdventHealth Hinsdale is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule:

• Remote, but Must reside in the Chicagoland or Northwest Indiana Area and have reliable transportation
• Expected start date 1/12/26
• Training is onsite in LaGrange for 2 weeks
• No time off from February 2-27, 2026

Shift: Days

Location: VIRTUAL, Hinsdale, 60521

The community you'll be caring for: UChicago Medicine AdventHealth Hinsdale

The role you'll contribute:

In partnership with management and other leaders, the Supervisor will oversee daily operations and specific administrative functions of centralized service line(s) within the centralized Consumer Experience Center (CxC). The Supervisor will assist with frontline service delivery and serve as the first point of contact for any employee-related concerns. The supervisor serves as a mentor and role model to frontline staff and will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the Supervisor will act as a single point of contact for initial communication with interdependent functions within the CxC. As such, they are responsible for facilitating bidirectional communication between frontline staff, other CxC functions, and leadership. In addition to assisting with these functions, the Supervisor may be responsible for managing staff schedules, approving leave, and assisting with payroll, among other functions; there may be instances when this position is requested to perform additional duties on behalf of the Manager. Because the CxC is a technology-dependent department, the Supervisor must demonstrate competence to operate across various technology platforms. The Supervisor must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a high-quality service that consistently meets established performance indicators within a rapidly growing centralized enterprise.

The value you'll bring to the team:

• Resolves direct consumer interactions during high-volume times.
• Oversees and performs administrative duties for the daily and ongoing function of assigned areas.
• Monitors and reports on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures.
• Utilizes proper escalations when issues arise and sees them through to resolution.
• Provides coaching to ensure team members are equipped with the tools and training needed to meet proper standards.
• Audits performance and provides education to frontline staff to maintain or exceed accuracy standards.
• Presents regular written and verbal direction to employees to ensure they are well-informed of their tasks.
• Serves as a single point of contact for initial communications with other CxC functions.
• Ensures appropriate interactions with team members and other key partners are appropriately documented, addressed, and communicated.
• Other duties as assigned.

Qualifications

The expertise and experience you'll need to succeed :

• Associate Required
• Work Experience Required
• Ability to articulate the mission of AH and the CxC
• Responsive to ever-changing healthcare landscape
• Proficient in time management with superior prioritization skills
• Self-motivator, quick thinker, proactive, and detail- and results-oriented
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
• Demonstrated ability in successfully collaborating with multiple departments
• Strong problem-solving skills, with ability to handle complex scenarios
• Effective at leading by example
• Strong organizational and coordination skills
• Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity
• Demonstration of regular, consistent and punctual attendance
• Effective communicator in English, both orally and in writing
• Proficiency in Microsoft Suite programs
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
• Bilingual in English/Spanish
• Certified Medical Interpreter (CMI) Preferred

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: UChicago Medicine AdventHealth Great Lakes

Schedule: Full-time

Shift: 1 - Day

Req ID: 25045268

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.