Supervisor, Scheduling Services Contact Center

Purpose:
Under the general direction of the Manager, Scheduling Services, the Supervisor, Scheduling Services will ensure a World Class, patient-centric experience of Service Excellence through every interaction with UPMC Scheduling Services. This patient-centric experience will align with not only the Scheduling Services Mission & Vision but the UPMC Core Values, creating an Industry Leading patient experience during each and every interaction. The Supervisor, Scheduling Services will act as a leader, mentor, and role model at all times, while supporting the Scheduling Specialists and staff members within the Scheduling Center. The Supervisor, Scheduling Services will facilitate the team achievement of quality, production, and customer satisfaction goals, effectively monitoring call queues and volumes to ensure the team?s success. The Supervisor, Scheduling Services will provide coaching and career development to their staff while adhering to UPMC Values and Culture of Service Excellence.

Responsibilities:
 

• Provide a World Class patient experience, focusing on Service Excellence and one contact resolution with each and every patient interaction. Assist with the management of contact center volume including inbound calls, outreach calls, written communication, and online interactions.
• Allocate resources to ensure achievement of all performance standards, including analysis of available reports to identify root cause of potential or existing problems.
• Supervise, coach, and develop team members, including preparation of employee performance evaluations and participate in merit increase process. Participate in interviewing, hiring, and training of staff, as well as providing oversight for employee timecards and Kronos.
• Perform random audits of staff to assure performance and quality. Provide timely feedback / coaching to staff to ensure continuous improvement.
• Conduct team meetings on a regular cadence and provide information to team members in a timely manner. Communicate with all managers, supervisors and team leaders.
• Maintain a positive work environment through employee recognition and interaction
• Establish effective workflow to maximize automated systems, facilitate communication and enable teamwork between departments. Provide support to other departments as requested during periods of backlogs.
• Assist in the resolution of inquiries, providing expert interpretation and support.
• Support opportunities within the team, such as coaching, training, and issue escalation, determining root cause and ensuring continuous improvement and lessons learned.
• Assist in the development, implementation, execution and refinement of policies and procedures as well as establishing performance measures.
• Interface with customers via telephone, written correspondence and/or in person to answer inquiries, resolve concerns and ensure customer satisfaction.
• Maintain employee and patient confidentiality.
• Assist Information Services in the development and implementation of system enhancements impacting UPMC Scheduling Services.