Supervisor, Call Center (Hybrid Remote, must live in Denver Metro Area)

About the role

We are recruiting for a mission-driven Supervisor, Call Center (Hybrid Remote, must live in Denver Metro Area) to join our team!

Responsibilities

• Ensures peer quality and audio review so that all cases handled meet departmental performance standards following established QA procedures.
• Accepts feedback for the purpose of quality improvement, positive team building and training in a courteous and professional manner.
• Completes training as assigned or planned.
• Comprehends and appropriately uses medical terminology and can read, understand and interpret information provided and questions asked.
• Completes a variety of administrative tasks including case reconciliation, transmission, and management of email inboxes and calendars.
• Provides leadership and supervision to staff daily and serves as the primary resource for staff on workflow, process and administrative issues.
• Demonstrates highly developed communication skills enabling call center management and teamwork. Inspires trust and is approachable. Provides Team support with patience, respect and equality.
• Utilizes problem solving skills and knowledge of call center systems to troubleshoot or escalate call center staff issues.
• Conducts applicable call center staff meetings.
• Completes annual performance evaluations for all applicable call center staff.
• Maintains and manages client documents within various data systems.
• Develops and manages reference documents and any additional internal documents that call center staff utilize.
• Acts as a point of client contact to address and escalate current issues, new projects/training, coordinates teleconferences and manages client requirements.
• Develops and implements processes to ensure client contractual obligations and service levels are met or exceeded.
• Develops and implements work schedules and assignments to ensure appropriate staffing on and off phones to meet anticipated volume, required service levels and training needs.
• Regularly monitors call queue, distribution, volume and service levels adjusting staffing and assignments to meet changes. As needed, directs telephone coverage during periods of high volume, staff shortages and emergencies.
• Manages training documentation of staff and provides feedback and training or retraining when applicable.
• Performs front-line responsibilities as needed, including but not limited to handling inbound calls, supporting chats, managing work queues, responding to inquiries, and completing administrative tasks to ensure efficient department operations.

Qualifications

• High School Diploma or GED Required.
• 1-3 years Contact Center Experience Required.
• Excellent verbal and written communication skills; uses interpretation services when needed to assist callers.
• Excellent customer service skills.
• Excellent organizational and leadership skills.
• Ability to quickly learn systems administration for new systems procured by department operations.
• Ability to work in a fast and intense environment, responding to multiple inquiries, researching specialized industry resources, following specific protocols, and accurately documenting all information received and provided.
• Strong critical thinking and problem-solving skills; exercises initiative and professional judgment in selecting proper resources and actions.
• Demonstrates intermediate to advanced computer proficiencies, including excellent typing skills and the ability to work among multiple databases.
• Demonstrates or possesses ability to demonstrate proficiency across MedInquirer.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently
• Working Conditions
• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Occasionally
• Hazards - Rarely
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely

Benefits

• Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays.
• 100% paid parental leave up to 6 weeks.
• Immediate eligibility for retirement plans with employer contribution up to 9.5%.
• Comprehensive health coverage.
• Nationally recognized well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center.
• Free RTD EcoPass (public transportation).
• Childcare discount programs & exclusive perks on large brands, travel, and more.
• Tuition reimbursement & assistance.
• Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways.
• Professional clinical advancement program & shared governance.
• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program.
• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer.

About Denver Health

Denver Health is an integrated, high-quality academic healthcare system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver’s 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, the Public Health Institute at Denver Health, Denver Health Medical Plan and Denver Health Foundation. As Colorado’s primary, and essential, safety-net healthcare system, Denver Health is a mission-driven organization that has provided millions in uncompensated care for the uninsured each year. Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.