Contact Center Supervisor

About the Role

BayMark Health Services is seeking a full-time Contact Center Supervisor to lead the Care Advocate team. This role involves planning, organizing, directing, and leading contact center operations with a focus on multi-channel customer engagement (chat, email, and phone calls). The ideal candidate will have strong leadership skills, excellent communication abilities, and a solid understanding of medical terminology and HIPAA compliance.

Responsibilities

• Monitor and assist in achieving KPIs and support call volume as needed.
• Oversee the day-to-day activities of contact center staff.
• Act as a source of information, answer questions, and provide instructions to staff.
• Supervise, coach, and monitor contact center staff performance.
• Address, follow up on, and resolve patient complaints.
• Work with the Contact Center Director to optimize staff allocation.
• Maintain compliance and support staff development.
• Develop, complete, and deliver staff evaluations in collaboration with the Contact Center Director.
• Receive and de-escalate escalated calls from patients or providers to achieve reasonable outcomes.
• Ensure HIPAA compliance for all staff and monitor timely task completion.
• Perform other related duties to ensure productivity and goal attainment.

Qualifications

• Associate’s Degree or a combination of education and experience demonstrating competency in customer service and supervisory principles.
• Minimum of 4 years of experience in Contact Center supervision.
• At least 4 years of experience managing a customer service team; previous hospital or healthcare contact center experience is highly desirable.
• Working knowledge of medical terminology, EMR systems, and appointment scheduling procedures.
• Familiarity with contact center processes and support systems.
• Strong leadership and team-building skills.
• Ability to effectively manage daily team operations.
• Excellent interpersonal and communication skills, with a positive attitude and ability to mentor team members.
• Strong organizational skills and the ability to multitask.
• Ability to adjust to constantly changing priorities, multitask during peak periods, and remain productive during slow periods.
• Exercise patience and professionalism during stressful situations.
• Ability to work responsibly with or without direct supervision.

Benefits

• Competitive salary.
• Comprehensive benefits package including medical, dental, vision, and 401(K).
• Generous paid time off accrual.
• Excellent growth and development opportunities.
• Satisfying and rewarding work contributing to overcoming the opioid epidemic.

About BayMark Health Services

BayMark Health Services specializes in the treatment of opioid addiction, providing medication-assisted treatment services through divisions such as BAART Community HealthCare, Health Care Resource Centers, and MedMark Services, Inc. In select locations, BayMark also offers traditional primary healthcare services and integrated primary care.