Supervisor - Enterprise Call Center

Job Requirements

Position Summary:

To be fully engaged in providing No Harm / Quality, Customer Experience, and Stewardship by: effectively supervising Health First Enterprise Call Center to meet the needs of internal and external customers, providing leadership and the highest quality customer service via telephone, correspondence and personal contact. Success will be based on the individual's ability to lead a team, understand and communicate corporate objectives, and remain accountable for meeting departmental performance indicators.

Primary Responsibilities:

• Engagement: (supervisor and above job descriptions only)
• Engaging associates by creating a positive workplace, implementing action plans resulting from the annual Gallup Survey.
• Administering departmental recognition and rewards program
• Prepare agendas in advance and facilitates team meetings to ensure communication from all levels is provided to Customer Service team.

Quality/No Harm:

• Actively participating in hiring new Customer Service Representatives, including interviewing and managing associated administrative processes
• Contributing to the development of the Call Center staffing schedule to maintain appropriate resources, managing attendance and coordinating coverage as necessary
• Supervising Call Center representatives during designated shifts, following all applicable Health First policies.
• Communicating company and Call Center activities to associates
• Conducting routine performance reviews of designated associates with approved measurement tools
• Providing continual feedback and coaching to associates regarding call quality for development purposes
• Conducting counseling or positive discipline with associates as necessary
• Providing assistance with development of policies, procedures and performance measurement tools
• Documenting, measuring and improving processes in the Call Center to improve quality and efficiency
• Assures adequate coverage of the switchboard
• Maintain KRONOS for all Call Center Staff.
• Responsible for assisting in training all new Call Center Representatives.
• Assist the manager in any new software applications and or procedures.
• Maintain HIPAA regulations and guidelines.
• Ability to maintain and update Emergin as necessary.
• Accurately maintain the on-call ED physician schedule in IntelliDESK as well as the individual schedules.
• Responsible for receiving and updating On Call ED schedules in IntelliDESK.
• Demonstrate teamwork with all Call Center staff members
• Complete accurate and timely computer data entry and call interaction documentation, e.g., physician call service
• Participate in department bi-monthly meetings including performance improvement processes.
• Maintain HIPAA regulations and guidelines.
• Ability to maintain and update Emergin as necessary.

Customer Experience:

• Assisting with difficult customer contacts when necessary
• Proactively assisting with difficult calls when support is needed
• Acts as a liaison between other departments and the Enterprise Call Center.
• Ability to develop and coach associates.
• Other duties as assigned.

Stewardship:

• Reporting any issues generating significant telephone calls or complaints
• Participating in special projects as requested
• Work towards meeting and/or exceeding Department Board Goals
• HRMC Patient Relations by taking the information from callers with patient care complaints and relaying that complaint to the proper Director/Manager/Supervisor and forwarding the complaint to Patient Relations.
• Support and enforce policy regarding absenteeism, tardiness and timecard rules.

Work Experience:

Qualifications Required:

• High School diploma required, college degree preferred
• Minimum 3 years of Call Center experience
• Minimum 3 years of experience in a healthcare business office or insurance company
• Proven ability to manage people and tasks
• Knowledge of Human Resource policies and procedures
• Ability to accurately type 45 words per minute while speaking with a customer on the phone
• Intermediate to Advanced computer skills, including Microsoft Applications.
• Proven track record of successfully multi-tasking in a fast-paced environment
• Experience in healthcare setting preferred.
• Knowledge of medical terminology required

Physical Demands:

• Ability to sit and view a computer screen for several hours at a time
• Work effectively in a fast-paced and often stressful environment
• Work in a confined space. Must be able to rotate shifts (day, evening, night, and weekend.) and hospitals.

Mental Demands:

• Must maintain high degree of mental agility, e.g., multi-tasking on a routine basis, anticipating needs, recalling information and data, piecing together bits of information necessary to meet needs of callers
• Must constantly keep up-to-date on changes, new programs, on-call schedules, staff changes, etc., to be able to route calls appropriately.
• Able to work in a stressful environment, dealing with alarms, code blues, disaster scenarios, angry callers, upset patients, demanding physicians
• Able to maintain a positive attitude, mature demeanor and professional conduct at all times
• Understanding call center technology and its uses
• Excellent verbal, interpersonal, and written communication skills
• Superior customer service telephone skills, including active listening and questioning skills
• Basic math, analytical, and problem solving skills
• Ability to think critically to define issues, identify risks, and propose outcomes
• Maintaining a high level of motivation, initiative, and accountability
• Organization, prioritization and time management
• Ability to interact professionally and work effectively as a team with all levels of employees and management
• Handling multiple tasks, often within limited time frames
• Must be able to work in a team environment illustrating cooperation and respect
• Excellent attendance is required and ability to work a flexible schedule
• Strong knowledge of customer care processes and techniques
• Effective leadership skills
• Demonstrates flexibility with deadlines and tasks and capable of managing simultaneous projects
• Ability to handle conflict in a productive manner

Benefits:

About Health First:

At Health First, diversity and inclusion are essential for our continued growth and evolution. Working together, we strive to build and nurture a culture that recognizes, encourages, and respects the diverse voices of our associates. We know through experience that different ideas, perspectives, and backgrounds create a stronger and more collaborative work environment that delivers better results. As an organization, it fuels our innovation and connects us closer to our associates, customers, and the communities we serve.

Schedule: Full-Time

Shift Times: Variable

Paygrade: PG-30