Supervisor, Scheduling Services Contact Center

Location: Quantum Building, South Side. Hybrid position with occasional in-office work required.

About the Role

Under the general direction of the Manager, Scheduling Services, the Supervisor, Scheduling Services will ensure a world-class, patient-centric experience of Service Excellence through every interaction with UPMC Scheduling Services. This role aligns with the Scheduling Services Mission & Vision and UPMC Core Values, creating an industry-leading patient experience. The Supervisor will act as a leader, mentor, and role model while supporting Scheduling Specialists and staff, facilitating team achievement of quality, production, and customer satisfaction goals.

Responsibilities

• Provide a world-class patient experience, focusing on Service Excellence and one-contact resolution with each interaction.
• Assist with the management of contact center volume, including inbound calls, outreach calls, written communication, and online interactions.
• Allocate resources to ensure achievement of all performance standards, including analysis of reports to identify root causes of potential or existing problems.
• Supervise, coach, and develop team members, including preparation of employee performance evaluations and participation in the merit increase process.
• Participate in interviewing, hiring, and training of staff, as well as providing oversight for employee timecards and Kronos.
• Perform random audits of staff to assure performance and quality, providing timely feedback and coaching for continuous improvement.
• Conduct team meetings on a regular cadence and provide information to team members in a timely manner.
• Communicate with all managers, supervisors, and team leaders.
• Maintain a positive work environment through employee recognition and interaction.
• Establish effective workflows to maximize automated systems, facilitate communication, and enable teamwork between departments.
• Provide support to other departments during periods of backlogs.
• Assist in the resolution of inquiries, providing expert interpretation and support.
• Support opportunities within the team, such as coaching, training, and issue escalation, determining root cause and ensuring continuous improvement.
• Assist in the development, implementation, execution, and refinement of policies and procedures, as well as establishing performance measures.
• Interface with customers via telephone, written correspondence, and/or in person to answer inquiries, resolve concerns, and ensure customer satisfaction.
• Maintain employee and patient confidentiality.
• Assist Information Services in the development and implementation of system enhancements impacting UPMC Scheduling Services.

Requirements

• High School Graduate with 3–5 years’ experience in a Customer Service Environment.
• Bachelor’s Degree preferred.
• 3 years of professional experience, with 2 years of experience in leadership and/or coaching staff required.
• Service Excellence as a way of thinking and the attitude that is portrayed.
• Ability to help others embrace the spirit of service.
• Leadership skills to manage and motivate team members to provide a high level of service excellence.
• Proven success in finding innovative solutions to enhance the patient experience.
• Excellent organizational, interpersonal, and communication skills, both written and oral.
• Strong analytical ability.
• Competent in MS Office and PC skills required.
• Complete and thorough understanding of 'Excellence in Service' requirements.

Schedule

Typically Monday through Friday, 8:00 am to 5:00 pm, with occasional evenings and weekends required dependent on business needs.

Licensure, Certifications, and Clearances

• Act 34