Location
Plano, TX | United States
Job description
This is a remote position with occasional travel to our office located in Plano, TX.
Job Summary
The Call Center Supervisor - will help our communities thrive by developing, coordinating, and managing the various programs providing patient support. This position is critical to the organization and ensures the representatives provide efficient, empathetic and excellent service to patients. We are a culture that is unabashedly driven by purpose. We are making a difference to our patients and providers while growing at an accelerated rate.
Every day, we support the health journey of patients by authentically living our core values: Purpose Driven, Relationships Matter, Serve Others First, and Inspire Creativity. If you love serving others and would like to make a material difference in an industry-transforming organization, then we invite you to apply to this role. We are recognized as one of the Top 100 Places to Work by The Dallas Morning News, and we have been awarded as one of the fastest-growing privately held companies by SMU Cox.
Accountabilities
- Monitor work queues and ensure an appropriate allocation of resources within the team are distributed to meet operational and quality goals.
- Evaluate effective call center management throughout the team using metrics to analyze performance.
- Develop and maintain strong relationships with all stakeholders while also facilitating collaboration with internal teams.
- Ensures the team delivers service that meets or exceeds client goals, while fostering a culture that strives for operational and compliance excellence.
- Deliver service that meets or exceeds KPIs.
Role and Responsibilities:
- Coordinate and determine patient scheduling to optimize employee productivity.
- Organize teams within the call center/access center with scheduling and assignments.
- Monitor calls to observe customer experience, tone, and technical accuracy to ensure quality standard operating procedures and company values are being met.
- Motivate, coach and train staff by measuring performance, and providing appropriate and timely feedback.
- Monitor inbound/outbound calls to ensure script adherence, call integrity, adverse events, HIPPA compliance and proper phone technique.
- Responsible for compiling and analyzing reports in a timely manner.
- Perform other duties and responsibilities, as assigned.
Minimum Qualifications and Requirements :
- Minimum 2-3 years of call center supervisory experience
- Demonstrated leadership with direct experience managing people
- General understanding of call management systems
- Ability to interact with employees at all levels in a fast-paced environment
- In depth understanding of call center operations and KPIs.
- Understanding of importance of quality and quality metrics
- Proficiency with Microsoft Suite, with a focus on intermediate to advanced knowledge of Excel
- Demonstrated ability with problem solving/analysis.
Preferred Experience :
- Healthcare experience preferred
- RN preferred
- Call Center URAC accreditation preferred
Job tags
Salary
