Patient Communication Center Supervisor-Baseline West
Supervises and Develops Employees
Supervises and develops employees (working through the team’s lead, if applicable) to ensure the timely delivery of high-quality healthcare services, including training, coaching, and evaluating staff to provide them with the resources and support they need to be successful.
Oversees Employee Performance and Compliance
Oversees employee performance and compliance, performing regular audits and rounds to ensure adherence to all applicable workplace policies and practices. Addresses issues or barriers in real time and provides feedback to the manager about issues and barriers they are addressing.
Hiring, Disciplining, and Terminating Direct Reports
Makes decisions on hiring, disciplines, and terminations for direct reports.
Provides Coaching, Counseling, and Training
Provides coaching, counseling, and training of staff.
Performs Quality Review on Recorded Calls
Performs quality review on recorded calls according to call center procedures.
Coaches and Develops Team Lead
Maintains scheduling, timecards, and related reports. Monitors all queues according to Mountain Park Health Center service level goals. Research issues thoroughly by interfacing with the Manager or other departments, etc.
Maintains Regular Attendance
Maintains regular and predictable attendance.
Other Duties as Required
Performs other duties as required.
Position Qualifications
- High School diploma G.E.D. or equivalent.
- Lead or supervisory experience in a call center environment.
- 2 years of progressive experience performing service oriented tasks as a Lead or Supervisor.
- Experience with Health Care or Health Insurance (preferred).
- Experience with Service Relationship Management, Workforce Management, and Quality assurance tools (preferred).