Supervisor, Contact Center (Anesthesia)

Supervise the day-to-day operations

Supervise the day-to-day operations of the contact center, ensuring effective workflows, service quality, and adherence to established standards.

Lead, coach, and support employees

• Conduct performance evaluations
• Cook up work assignments
• Makes employment or disciplinary recommendations as appropriate

Track, maintain, and monitor performance metrics

• Identify trends
• Opportunities
• Areas requiring additional support

Resolve escalated issues

• Professional and efficient
• Appropriate follow-up and resolution

Monitor trends and identify process enhancements

• Innovative solutions
• Continuous improvement

Promote customer service culture

• Focused on positive experiences

Ensure compliance with quality standards

• Operational procedures
• Organizational policies

Support accurate handling of patient information

• Medical records

Collaborate with colleagues

• Address operational challenges
• Improve service delivery

Participate in special projects

• Perform additional responsibilities as assigned

Requirements

• High school diploma or GED
• Bachelor’s degree in business, benefits, healthcare administration, or a related field preferred
• Previous experience handling patient health information and/or medical records preferred
• At least 6 months of supervisory or management experience preferred
• Knowledge of medical terminology, anatomy and physiology, and legal/regulatory considerations surrounding health information
• Familiarity with electronic medical record (EMR) systems
• Strong supervisory and people-management capabilities, including coaching, performance management, and conflict resolution
• Excellent customer service skills with strong oral, written, and interpersonal communication abilities
• Proficiency with word processing, spreadsheet, database, and presentation software
• Strong time-management, organizational, mathematical, and critical-thinking skills
• Ability to handle and resolve escalated calls, correspondence, and customer concerns with professionalism and sound judgment
• Ability to understand, analyze, interpret, and clearly explain complex documents and information
• Ability to work effectively in a collaborative, fast-paced team environment
• Strong attention to quality standards, procedures, and operational guidelines
• Ability to understand and apply applicable state and federal laws, regulations, and policies
• Flexibility and adaptability when responding to changing priorities and operational needs
• Ability to communicate effectively with individuals with diverse personalities and backgrounds in a tactful, mature, and professional manner
• Strong commitment to patient-focused service, confidentiality, accuracy, and operational excellence

Benefits

• Competitive base compensation
• Discretionary performance-based incentive bonus
• Rewards and recognition programs
• Employee referral bonus opportunities
• Opportunity to lead and develop a healthcare contact center team
• Collaborative and fast-paced professional environment
• Opportunities to contribute to process improvement and operational innovation
• Inclusive workplace committed to diversity, mutual respect, and equal opportunity
• Reasonable workplace accommodations available to qualified individuals with disabilities