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Call Center Supervisor

Category:

Rural Health Clinics

Department:

Scheduling

Description:

Summary:

Call Center Supervisor directly oversees call center operations, customer service, medical office verification operations, and quality assurance. You will help to create a positive work environment, ensuring effective daily operations. You will serve our local and regional customers by developing and implementing best practices, focused methods, and world-class procedures, making recommendations on systems and process improvements using your knowledge of call center operations.

Essential Duties and Responsibilities:

  • Leads and provides oversight to the call center and scheduling team. Establishes and evaluates call center goals along with quality control measures, ensuring that call center goals and quality measures are aligned and achieved.
  • Ensures patient accounts are processed following compliance guidelines and business requirements.
  • Ensures overall compliance with insurance and business office policies.
  • Identifies, coordinates, and implements new processes and tools to improve call center efficiencies and increase customer satisfaction.
  • Creates staff performance metrics, conducts performance reviews, assesses training needs, and provides resources, coaching, and mentoring to staff members.
  • Conducts cost/benefit analysis and other assessments for the achievement of strategic goals.
  • Establishes high standards for productivity, quality, and customer service.
  • Defines and approves user guidelines, scripts, along with processes and procedures.
  • Develops company systems for customer interaction and voice response and guides the implementation process.
  • Manages and improves center performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
  • Instrumental in the recruitment process by interviewing potential hires and partnering with the team on all hiring decisions.
  • Assists in the annual budget necessities and call center strategic needs.
  • Summarizes, collects, and analyzes call center trends and data for regular performance reports, presenting findings to senior leaders
  • Oversees system maintenance and upgrade implementation
  • Works closely with QA Team, other supervisors, and management team members to support agents and maximize customer satisfaction
  • Provides overall leadership to team and direct reports
  • Other duties as assigned.

Education and/or Experience

Bachelor’s degree in related discipline preferred, or related supervisory experience in a call center may be considered in lieu of degree. Experience in healthcare setting preferred.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other characteristic protected by law. Medina Healthcare System is a drug-free and tobacco-free employer with smoke free campuses. This job description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

Closing:

Open until filled

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