Supervisor, Contact Center

Overview

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Responsibilities

• Supervises and coordinates 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.
• Affords assistance in the development of team and individual goals and delivers performance feedback.
• Assists in ongoing visibility (onsite and/or remote) within the Patient Access Center, assisting and coaching team members to provide timely and accurate service to patients and internal customers.
• Ensures a professional and conducive work environment for the team members, providing feedback to staff members on a regular basis to reinforce positive behaviors, hold each member accountable for their work and develop their skills.
• Responsible for ensuring appropriate staffing relative to the volume of work. Position is also responsible for ensuring the call center agents are in adherence to their shift schedules.
• Collaborates with Workforce Management to optimize staff schedules to achieve all departmental KPIs.
• Follows 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.
• Holds 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.
• Participates in staff training, interviewing, hiring, and evaluation.
• Identifies opportunities for improvement in call center processes, tools, or operations and works with Call Center Director to implement.
• Ensures the call center is compliant with all HIPAA regulations.
• Responsible for payroll and PTO approval.
• Creates a work environment that is positive and enjoyable for the team members.
• Performs other job-related duties as required.
• Adheres to HMH Organizational competencies and standards of behavior.

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.

Compensation

Minimum rate of $73,153.60 Annually

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