Call Center Supervisor

Responsibilities

• Provides daily comprehensive supervision of the centralized call center phone operators.
• Screens regularly for incoming high-volume calls and recommends changes for consideration to immediate supervisor.
• Verifies and updates all demographic and insurance information in the E.H.R.
• Schedules patients according to their specifications (e.g., provider preference, date/day/time, preferred site, etc.).
• Ensures that the best customer services are rendered by the call center phone operators by implementing standardized procedures.
• Conducts and documents regular huddles with the call center team to make improvements where needed and/or to praise staff.
• Assists with all duties as needed (e.g., staff call-off’s, approved staff time off) to ensure that calls are answered without disruption to care.
• Maintains and updates weekly reports (productivity, dropped calls, answered calls, peak hours, etc.).
• Trains regularly as deemed necessary.
• Works closely with applicable FHCCGLA supervisors and managers to provide and foster good collaboration, teamwork and develop good working relationships for the best overall outcomes of the call center department.
• Attends the following meetings/trainings: Mandatory Quarterly Staff Meeting/Trainings, Clinical & Operations (C&O) Meeting, Meetings with FHCCGLA’s Executive Leadership, Other pertinent meetings.

Qualifications

• Minimum of 3 years leadership, project, or other management experience required, preferably within healthcare environment experience, preferred.
• Associates degree required, Bachelor’s preferred.
• FQHC experience, preferred.
• Call Center experience, highly preferred.
• Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
• Excellent customer service skills.
• Excellent analytical skills.
• Motivation to take initiative to ensure all tasks performed are completed thoroughly and accurately.
• Excellent written and verbal communication skills.
• Computer knowledge preferred (e.g., NextGen (E.H.R. & PMS), Microsoft Word, PowerPoint and Excel).
• Basic knowledge of Patient Portal, preferred.
• Bilingual English and Spanish, required. Familiarity with the Hispanic culture, preferred.
• Willingness to adapt to changes with regards to the agency’s growth and expansion needs.
• Motivated and committed to the provision of high-quality healthcare for indigent and underserved communities.
• Proven ability to establish cooperative working relationships with administrators, physicians, peers, and the public, preferred.