JOB SUMMARY

The Supervisor Contact Center supervises daily tasks, and department activities, of the Contact Center team, and leads the efforts to train, retain, and engage committed Contact Center team members. The goal of this work is to improve metrics for service levels, quality, and customer experience while teaching efficient, effective work processes in the department involving standard contact center technology, an electronic health record (EHR), and knowledgeable of HIPAA compliance, clinic, and ancillary scheduling.

ESSENTIAL FUNCTIONS OF THE ROLE

Supervises the daily schedules, functions, and responsibilities of their assigned Contact Center team including administrative, technical, and auditing of assigned staff that includes call metrics, development, performance, and quality service delivery. Perform human resource actions including interviews, onboarding, training, performance evaluations, development, coaching, reward and recognition, leaves with the Absence Center, policy and procedure administration, work allocation, and improved individual and team performance.

Both designs and contributes to the design of standard processes and procedures to achieve optimal operations, quality, and customer experience outcomes. Monitors the work and quality of team member activities to assure compliance to processes and procedures. Identifies training needs and works to deliver or coordinate training to ensure high quality improved outcomes.

Facilitates, demonstrates, and maintains collaborative relationships within the Contact Center and with clinic operations and other departments to ensure participation and engagement of team members and clinic operational leaders, in improving service, quality, and safety outcomes.

Analyzes data to identify trends and gaps, develops and oversees action plans, and proactively engages appropriate people to improve performance and outcomes. Communicates trends and gaps effectively to all levels including Contact Center leadership, peers, team members, clinic operational leaders and other departments.

Provides ongoing, effective, collaborative, two-way feedback to promote a healthy and ethical work environment to resolve any questions, concerns, or issues raised within the team, with collaborating clinics and departments, or with customers, identifying and addressing the root cause to prevent escalation to the next level and recurrence. Addresses real-time customer issue escalations.

Creates and sustains a healthy work environment for team members which fosters a culture of safety to include physical and psychological safety. Team members should feel safe and empowered to speak up, raise concerns, express ideas, and ask questions for the safety of the team and customers.

KEY SUCCESS FACTORS

Ability to prioritize work in a fast-paced, real time, high call volume, and often ambiguous work environment and at times having to perform the work of team members for the success of the department. An active listener who is responsive to team members and colleagues.

Excellent critical thinking, verbal, and written communication skills, with attention to detail, requiring minimal guidance or assistance to synthesize complex issues and provide summary information to contact center leaders, peers, team members, clinic operational staff, and other departments.

Proficient at technical skills and understanding of industry standard contact center technology including voice, email, chat, and customer relationship management (CRM), electronic health records (EHR), and Microsoft?s suite of applications (Outlook, Teams, Word, Excel, PowerPoint, et.al.) Ability to troubleshoot basic technical issues for team members and coordinate with appropriate IS teams for escalation and resolution when needed.

General understanding of primary and specialty care functions, medical terminology, and common prescription names when communicating with customers and patients.

Skilled at developing, deploying, and monitoring standard work processes and procedures.

Ability to effectively train, coach, and evaluate the performance of supervised staff to include communicating goals and having regular and frequent performance discussions including difficult performance/conduct conversations which may include corrective action up to and including team member terminations. Ability to effectively mentor team members to prepare them for the next step in their career development.

Ability to adapt to and communicate change to engage team members for acceptance and adoption and ongoing monitoring.

Ability to work effectively with a variety of people and personalities to promote diversity and inclusion.

BENEFITS

Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

- EDUCATION - Associate's or 2 years of work experience above the minimum qualification

- EXPERIENCE - 4 Years of Experience

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