SUMMARY

This position is responsible for supervising the daily operations of the Alivio Medical Center (AMC) call center. Through leadership, training and development, this position will ensure patient calls and inquiries are properly handled and resolved in a timely manner. The Call Center Supervisor will ensure policies, procedures, and standard work are adhered to. This position will perform a variety of administrative functions to support towards organizational goals and call center operations.

Essential Job Duties

• Supervises call center employees in all aspects of employment.
• Answers telephone and directs calls to staff when staffing needs dictate.
• Ensures delivery of comprehensive patient care in accordance with standard work and established policies and procedures.
• Improve relationships with AMC patients through the development of customer service skills with call center staff.
• Participate in recruitment of call center staff.
• Plans, prepares and assigns work schedules according to patient volumes and workloads.
• Conducts regular and timely performance reviews of call center staff, including one-on-one meetings to clarify results, encourage development and develop performance improvement plans. Provide coaching and feedback to agents to enhance their performance.
• Responsible for ensuring employee onboarding/training is complete and identifies training opportunities to support call center operations through completion of routine standard work audits.
• Handle escalated customer calls and resolves issues promptly.
• Conduct regular team meetings to communicate updates and set goals.
• Collaborates with other AMC leaders to develop, implement, and update policies and procedures related to contact center operations.
• Partners with clinic managers and other departments to ensure effective patient care delivery.
• Oversees proper use and maintenance of equipment and systems.
• Executes process improvement initiatives within department.
• Continually updates, maintains and evaluates department performance metrics to ensure departments productivity and sustainment.
• Continuously monitors live call data to ensure calls are being handled within the set guidelines and appropriating staff as needed during high call volumes.
• Monitor and analyze call center metrics.
• Performs other duties as assigned.

Qualifications

• Associate’s Degree and at least five years’ experience in a supervisory role, preferably in a call center environment. An equivalent combination of education and experience may be considered. Individuals with experience in a healthcare environment are preferred.
• Must be bilingual English/Spanish
• Maintains and facilitates open communication with team members and leadership, both verbally and in writing while maintaining a service-oriented approach in a sometimes-stressful environment.
• Knowledge of medical and insurance billing terms, healthcare operations and industry best practices while complying with organizational policies and procedures.
• Ability to work with a variety of personalities while maintaining positive and effective relationship building, leadership, and interpersonal skills.
• Promotes and facilitates team resolution of problems and conflicts related to contact center operations, staffing, and patient/customer service issues. Provides solutions when needed.
• Must be a critical and analytical thinker.
• Ability to keep the focus on the needs of the patient first.
• Ability to work under pressure, prioritize tasks and meet deadlines.
• Performs duties in a manner that reflects AMC’s mission, vision and values and is a role model for behavior expectations and clinic policies.
• Advanced proficiency of MS Office Suite (Outlook, Word, Excel and PowerPoint) and Adobe Acrobat.
• Proficiency with EHR systems.

Job Type: Full-time

Pay: $42,709.52 - $51,435.12 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Education:

• Associate (Preferred)

Experience:

• Call center management: 5 years (Preferred)
• Supervisory: 5 years (Preferred)

Language:

• Spanish (Required)

Work Location: In person