Remote Call Center Supervisor - AdventHealth Medical Group Call Center

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

• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development
• Whole Person Wellbeing Resources

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth 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.

Shift: Monday - Friday, 8am - 5pm

Location: Remote position (only local applicants will be considered; 100% local training and ongoing local staff meetings required)

The role you’ll contribute: The Call Center Supervisor is responsible for the day-to-day operational success of their assigned pod. The pods are responsible for handling all scheduling phone calls for a multi-practice group of specialty physicians. The supervisor is responsible to provide support, including compliance, auditing, and ensuring cost-effective, high-quality customer service for all patients/callers. Responsible for meeting customer service targets as well as planning areas of improvement or development. Works to create an environment of efficient operations in cooperation with the appropriate support systems to provide timely and accurate information as needed. Determines call center/pod operational strategies by conducting needs assessments, performance reviews and capacity planning. The supervisor will contribute information and analysis to aid in organizational strategic plans. Will be super-user in EHR system and Five9 telephony system. Responsible for ensuring the consistent and appropriate interpretation, evaluation and application of policies and procedures.

Call center supervisor will ensure that calls are answered by staff according to established key performance indicators and in an appropriate manner. Monitors and reports daily and weekly reports to provide training opportunities for agents. Provides ongoing education to agents on customer service techniques. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow.Monitors and reports productivity, quality and customer service. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow.

The value you’ll bring to the team:

• Maintains effective relationships and open communication with patients, families, management, staff, contractors’ insurance companies and the outside community
• Support, oversee, and manage the productivity and performance of the team
• Provides Daily, Weekly and Monthly Reports to assure highest quality of standards to patients and families
• Provides ongoing call review and education for phone agents
• Assures the call center follow HIPPA and security regulations
• Assures staff is scheduled to provide adequate coverage during all hours of operation using flexible staffing and recommending float employees when appropriate
• Ensures accurate time and attendance records are kept and reported in a timely manner
• Works to ensure staff schedules are maximized for efficiencies and productivity on a daily basis

The expertise and experiences you’ll need to succeed:

Minimum qualifications:

• High school graduate or equivalent required
• 1 year experience in a customer service field
• Practical knowledge and experience in working with practice management software systems with the ability to direct workflow in order to optimize operations
• Proficient in Microsoft Office program (Excel, Word, Outlook, etc.)
• Knowledge of KPI’s and Call Center Best Practices
• Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence

Preferred qualifications:

• Supervisory position in a call center or medical field
• Bachelors Degree