Call Center Supervisor

JOB SUMMARY

The Call Center Supervisor will oversee the direction of all daily operations of the Call Center working collaboratively with Site Managers, Physicians and multidisciplinary team members. The Supervisor will coordinate the daily patient schedules of CHSI Clinics. The incumbent is responsible for the effective implementation of CHSI policies and procedures. The Call Center Supervisor is also responsible for meeting CHSI productivity standards. The incumbent ensures the Call Center team is meeting patient expectations in all areas of performance, quality, compliance and exceptional customer service. The Supervisor acts as a both a corporate and clinic liaison and takes an active role in providing training, development and motivation to the Call Center team to exceed set performance goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Under the direction of the Regional Operations Manager the duties of the Call Center Supervisor will include the following:
• Serve as the key responsible person in the supervision of the Call Center staff.
• Produce operational reports and conduct frequent quality assurance audits of Call Center staff.
• Oversee all appointment scheduling activities for CHSI sites; ensure that clinics are scheduled according to protocol and that clinic schedules are set in collaboration with provider schedules.
• Maintain a current understanding of clinic operations and procedures.
• Assess department needs and manage the development of Call Center Policies and Procedures.
• Respond to or redirect telephone calls to appropriate staff and departments.
• In collaboration with the Clinic Site Manager, conduct personnel activities to include hiring, training, evaluating, disciplinary actions, and other personnel actions as required.
• Responsible for scheduling, agenda preparation and facilitation of monthly site department meeting, including minutes and follow up items. Conduct periodic department or site meetings with health centers staff as needed and maintain records of agenda, minutes and attendance.
• Forecast volumes of calls and staffing requirements.
• Maintains call distribution system by assisting the IT Department in configuring the telephone to automatically distribute calls uniformly among customer service representatives.
• Makes necessary changes in staffing based on day of week, clinical load, other anticipated events and ShoreTel data.
• Monitors productivity of Call Center Representatives and generates reports.
• Reviews ShoreTel data to monitor the length of time customers remain on hold.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies answers questions and recommends corrective services to address customer complaints.
• Coordinates with IT in maintaining the correct recorded announcement menus, and makes changes as necessary based on the time of day, day of week, or holidays.
• Compile work volume statistics for accounting purposes and to keep records of client service requests and complaints. Determines work procedures, prepares work schedules, and expedites workflow.
• Studies and standardizes procedures to improve efficiency of staff.
• Maintains collaboration among workers and resolves grievances.
• Prepares reports of staff for review.
• Manages the staff and is responsible for overall direction, coordination planning, assigning and directing work.
• Responsible for participating in quality improvement projects/activities and accountable for quality and PCMH.
• Work closely with the Director of Business Development and Continuous Improvement Department in the meeting of organizational goals and guidelines of health plans, quality measures and pay for performance.
• Responsible for motivating and inspiring the team of Call Center team through effective and consistent leadership, relationship building, reward and recognition
• Perform all other duties as directed either formally or informally, verbally or in writing.

SUPERVISORY RESPONSIBILITIES

Oversees all daily operations and tasks of the entire Call Center staff

KNOWLEDGE, SKILLS AND ABILITIES

• Bilingual (English/Spanish) preferred.
• Ability synthesizes Organizational goals and objectives with Operational and functional duties.
• Strong leadership skills; sound decision making skills and the ability to motivate personnel are required
• Proficient level of knowledge and the ability to use modern office equipment and systems to include Word and Excel spreadsheets is required. Basic computer skills required.
• Ability to handle confidential and sensitive information. Ability to exercise good judgment to handle calls appropriately.
• Ability to handle a "call center" environment: high call volumes, work quickly and multi-task.
• A high standard of professionalism and professional ethics and conduct is expected in speech, manner, attitude and appearance at all times.
• Possess strong interpersonal skills and ability to work well with others.
• Well-developed verbal and written communication skills and the ability to work cooperatively with divergent groups
• Must possess excellent customer service including verbal and written communication.
• Ability to deal effectively with changing situations and stressful environment.
• Ability to perform tasks related to physical activity to complete the responsibilities of the position.

EXPERIENCE AND EDUCATION

• High School or GED required. Associate's Degree or related healthcare certification preferred.
• One year of experience in customer service and/or related clinical environment; working knowledge of medical terminology.