Call Center Supervisor

About the role

Joining UChicago Medicine AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. UChicago Medicine AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team.

Responsibilities

• Resolves direct consumer interactions during high-volume times.
• Oversees and performs administrative duties for the daily and ongoing function of assigned areas.
• Maintains or exceeds accuracy standards by auditing performance and providing education to frontline staff.
• Provides coaching to ensure team members are equipped with the tools and training needed to meet proper standards.
• Serves as a single point of contact for initial communications with other CxC functions.
• Ensures appropriate interactions with team members and other key partners are appropriately documented, addressed, and communicated.
• Manages workflow to optimize operations using call center software systems.
• Communicates professionally while maintaining confidence, confidentiality, integrity, and objectivity.
• Works with internal and external partners to improve patient care coordination.

Requirements

• Must have call center experience.
• Must live within the Chicagoland or NW Indiana area.
• Must have 3+ years of related experience.
• Must have 1+ experience working as a supervisor, team lead, or analyst in a customer service environment in rapidly shifting procedures and processes.

Qualifications

• High School Grad or Equiv.
• Associate degree in Healthcare Administration, Business, or a related field.
• Currently in a lead position within the department for at least 6 months.
• Call Center Experience.
• In-office or Hospital clinical experience.

Skills

• Ability to articulate the mission of AH and the CxC.
• Proficient in time management with superior prioritization skills.
• Self-motivator, quick thinker, proactive, and detail- and results-oriented.
• Demonstrated interpersonal, customer relations, and communication skills.
• Demonstrated ability in successfully collaborating with multiple departments.
• Strong problem-solving skills, with the ability to handle complex scenarios.
• Effective at leading by example.
• Strong organizational and coordination skills.
• Effective communicator in English, both orally and in writing.
• Proficiency in Microsoft Suite programs and Microsoft Office programs (Excel, Word, Outlook, etc.).
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems.
• Knowledge of KPI’s and Call Center best practices.
• Experience in budgetary finance and accounting skills with regards to call center management and operations.

Benefits

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Pay

$48,495.33 - $90,192.84

Physical Requirements

View work requirements

Additional Information

N/A

Licenses and Certifications

• Certified Medical Interpreter (CMI)

Equal Opportunity Employer

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.