Essential Job Responsibilities:
•Under the direction of the Call Center Manager, the Call Center Supervisor is responsible for delivering exemplary customer service to callers.
•The Call Center Supervisor oversees, coaches, and supports Call Center Reps in maintaining exceptional service levels, supervising the training process for new staff, and handling escalated calls and resolving them appropriately.
•Under the guidance of the Call Center Manager, the Supervisor develops standards, processes, and procedures to support various quality measures. The supervisor ensures consistent information flow to call center team members, including physician and provider schedules, clinic updates, and business office protocols.
Position Requirements
•High school graduate or equivalent; higher education is preferred.
•3-5 years' of call center or customer service experience;
•1-3 years' of supervisory experience is required with demonstrated ability in leading, coaching, and developing high-performing teams. Must have experience creating processes and workflows.
•Healthcare experience is highly preferred. A suitable combination of education and relevant experience may be considered.
•Exceptional customer service, interpersonal skills, and communication skills are required;
•Proficiency in electronic records systems preferred. Must have strong data entry skills;
•Must be able to work independently within interpretive guidelines and complete tasks with a high degree of efficiency and accuracy while working in a fast-paced environment with frequent disruptions and a continually changing environment.
•Ability to objectively evaluate and resolve complex, challenging, and emotionally charged problems by using good judgment consistent with organizational standards, policies, and procedures.
•Must have the ability to work independently while managing time and workload appropriately.
•Must be able to travel to various locations and work extended hours as needed.
Job Type: Full-time