Supervisor, Contact Center

About the role

The Supervisor, Contact Center oversees and coordinates all processes and activities in the Patient Access Center, a fast-paced contact center environment. They are responsible for the performance of approximately 12-20 team members to meet/exceed key performance metrics for both quality and production. This position offers a hybrid schedule, with on-site work at either Tinton Falls, NJ or Edison, NJ, from 7:30 AM to 7:00 PM Monday through Friday, and Saturdays from 8:30 AM to 12:00 PM (on a rotating basis).

Responsibilities

• Supervise and coordinate all processes and activities in the Patient Access Center ensuring all policies and procedures are followed.
• Responsible for the performance of a team of approximately 12-20 agents to meet/exceed key performance metrics for both quality and production.
• Aid in the development of team and individual goals and deliver performance feedback.
• Assist in providing timely and accurate service to patients and internal customers by working onsite and remotely.
• Ensure the work environment is professional and conducive to growth and development.
• Provide formal and informal feedback to staff members on a regular basis to reinforce positive behaviors, hold each member accountable for their work, and develop their skills.
• Ensure appropriate staffing relative to the volume of work.
• Collaborate with Workforce Management to optimize staff schedules to achieve all departmental KPIs.
• Follow the defined Quality Assurance program to ensure all representatives are scheduled for self-monitoring time offline and subsequent coaching sessions to close identified gaps and reinforce positive behaviors and skills identified through the monitoring process.
• Hold regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure that goals are being met and policies and procedures are followed.
• Participate in staff training, interviewing, hiring, and evaluation.
• Identify opportunities for improvement in call center processes, tools, or operations and work with Call Center Director to implement.
• Ensure the call center is compliant with all HIPAA regulations.
• Perform other job-related duties as required.

Qualifications

• Associate degree or a minimum of 2 years of previous supervisory experience in a high volume, fast-paced, in-bound call center or customer-facing environment providing customer, member, or patient service OR a current active Patient Access Center team member with 6+ months in the role.
• Excellent verbal and written and interpersonal skills to clearly and effectively communicate with physicians, patients, staff and stakeholders.
• Direct supervision of a minimum ten (10) employees, included hiring decisions, developmental plans and progressive discipline.
• Experience interpreting, communicating and enforcing policies and procedures.
• Strong customer service skills and ability to work both independently and as part of a team.