Patient Services Operators Supervisor - Job Description
Shift Hours: Monday - Friday, 10:00pm - 7:00am
MISSION STATEMENT:
The mission of The University of Texas MD Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world throughout outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.
SUMMARY:
Function: Provides supervision and support to Patient Service Operators.
Scope: Impacts the quality and efficiency of customer service in askMDAnderson.
Essential Job Functions:

• Provides day-to-day supervision to assigned employees responsible for responding to and resolving customer and patient inquiries.

• Hires, trains, develops, measures and counsels staff.

• Establishes and communicates performance metrics.

• Analyzes call statistics to monitor employees' performance and identify and implement solutions for performance improvement.

• Develops and implements quality assurance programs to ensure customers/patient satisfaction.

• Responds to and resolves customer and patient inquiries and escalates problems to a higher level of support as appropriate.

• Understands and appropriately follows codes red and blue procedures.

• Logs and properly documents all issues and follow-up information.

SUPERVISION
Received: Manager or designee.
Given: Assigned staff.
QUALIFICATIONS
Education Required: Bachelor's Degree.
Education Preferred: None.
Experience Required: Five years of experience in a call center or telecommunications environment, to include two years supervisory or lead experience. May substitute required degree with additional years of equivalent experience on a one-to-one basis. Successful completion of the LEADing Self Accelerate program may substitute for one year of required supervisory or management experience.
Experience Preferred: Seven years of experience in the health care industry to include five years of supervisory experience.
Licenses/Certifications Required: None.
Licenses/Certifications Preferred: None.
Other Required: Must pass pre-employment skills test as required and administered by Human Resources.
Education Required: Bachelor's degree.
Experience Required: Five years of experience in a call center or telecommunications environment, to include two years of supervisory or lead experience. May substitute required degree with additional years of equivalent experience on a one to one basis. Successful completion of the LEADing Self Accelerate and/or LEADing Self Discover programs may substitute for one year of required supervisory or management experience. Completion of both programs can be substituted for a maximum of two years of supervisory or management experience. Must pass pre-employment skills test as required and administered by Human Resources.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
Additional Information

• Requisition ID: 169827
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Evening/Night, Nights
• Minimum Salary: US Dollar (USD) 66,000
• Midpoint Salary: US Dollar (USD) 82,500
• Maximum Salary : US Dollar (USD) 99,000
• FLSA: exempt and eligible for overtime, paid at a straight rate
• Fund Type: Hard
• Work Location: Hybrid Onsite/Remote
• Pivotal Position: No
• Referral Bonus Available?: No
• Relocation Assistance Available?: No
• Science Jobs: No

#LI-Hybrid

Patient Services Operators Supervisor - Job Description
Shift Hours: Monday - Friday, 10:00pm - 7:00am
MISSION STATEMENT:
The mission of The University of Texas MD Anderson Cancer Center is to eliminate cancer in Texas, the nation, and the world throughout outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.
SUMMARY:
Function: Provides supervision and support to Patient Service Operators.
Scope: Impacts the quality and efficiency of customer service in askMDAnderson.
Essential Job Functions:

• Provides day-to-day supervision to assigned employees responsible for responding to and resolving customer and patient inquiries.

• Hires, trains, develops, measures and counsels staff.

• Establishes and communicates performance metrics.

• Analyzes call statistics to monitor employees' performance and identify and implement solutions for performance improvement.

• Develops and implements quality assurance programs to ensure customers/patient satisfaction.

• Responds to and resolves customer and patient inquiries and escalates problems to a higher level of support as appropriate.

• Understands and appropriately follows codes red and blue procedures.

• Logs and properly documents all issues and follow-up information.

SUPERVISION
Received: Manager or designee.
Given: Assigned staff.
QUALIFICATIONS
Education Required: Bachelor's Degree.
Education Preferred: None.
Experience Required: Five years of experience in a call center or telecommunications environment, to include two years supervisory or lead experience. May substitute required degree with additional years of equivalent experience on a one-to-one basis. Successful completion of the LEADing Self Accelerate program may substitute for one year of required supervisory or management experience.
Experience Preferred: Seven years of experience in the health care industry to include five years of supervisory experience.
Licenses/Certifications Required: None.
Licenses/Certifications Preferred: None.
Other Required: Must pass pre-employment skills test as required and administered by Human Resources.
Education Required: Bachelor's degree.
Experience Required: Five years of experience in a call center or telecommunications environment, to include two years of supervisory or lead experience. May substitute required degree with additional years of equivalent experience on a one to one basis. Successful completion of the LEADing Self Accelerate and/or LEADing Self Discover programs may substitute for one year of required supervisory or management experience. Completion of both programs can be substituted for a maximum of two years of supervisory or management experience. Must pass pre-employment skills test as required and administered by Human Resources.
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html
Additional Information

• Requisition ID: 169827
• Employment Status: Full-Time
• Employee Status: Regular
• Work Week: Evening/Night, Nights
• Minimum Salary: US Dollar (USD) 66,000
• Midpoint Salary: US Dollar (USD) 82,500
• Maximum Salary : US Dollar (USD) 99,000
• FLSA: exempt and eligible for overtime, paid at a straight rate
• Fund Type: Hard
• Work Location: Hybrid Onsite/Remote
• Pivotal Position: No
• Referral Bonus Available?: No
• Relocation Assistance Available?: No
• Science Jobs: No

#LI-Hybrid