What are the responsibilities and job description for the Contact Center Supervisor position at AdventHealth Medical Group Primary Care?
Contact Center Supervisor – AdventHealth
All the benefits and perks you need for you and your family:
- Benefits from Day One
- Paid Days Off from Day One
- Career Development
- Whole Person Wellbeing Resources
- Mental Health Resources and Support
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Schedule: Full Time
Shift : 7am-5pm M-F
Location: Virtual
The role you’ll contribute:
The Contact Center Supervisor will oversee daily operations and specific administrative functions within the Contact Center. The supervisor is responsible for providing support, including compliance, auditing, and ensuring cost-effective, high-quality customer service for all patients/callers. Responsible for meeting customer service targets as well as planning areas of improvement or development. Works to create an environment of efficient operations in cooperation with the appropriate support systems to provide timely and accurate information as needed. Determines call center operational strategies by conducting needs assessments, performance reviews and capacity planning. The supervisor will contribute information and analysis to aid in organizational strategic plans. Will be super-user in EHR system and Five9 telephony system. Responsible for ensuring the consistent and appropriate interpretation, evaluation and application of policies and procedures. The Contact Center Supervisor will ensure that calls are answered by staff according to established key performance indicators and in an appropriate manner. Monitors and reports daily and weekly reports to provide training opportunities for agents. Provides ongoing education to agents on customer service techniques. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow. Monitors and reports productivity, quality and customer service. Promotes and develops effective and efficient communication in order to promote a positive work environment and optimal operational workflow.
The value you’ll bring to the team:
- Promotes the philosophy, mission and vision of the AdventHealth system to employees, patients, and other contacts outside the facility.
- Provides a safe and complete environment for the delivery of patient care through operational processes and protocols, inventory control, and equipment checks. Corrects any known deficiencies.
- Maintains effective relationships and open communication with patients, families, management, staff, contractors’ insurance companies and the outside community.
- Works with Talent Acquisition and Human Resources in recruitment & selection, orientation, evaluation of staff and performance management.
- Support, oversee, and manage the productivity and performance of the team.
- Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospectively
- Provides daily, weekly and monthly reports to assure highest quality of standards to patients and families.
- Provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals
- Provides ongoing call review and education for phone agents.
- Oversee development, implementation, and continuous improvement of standardized processes and metrics
The expertise and experiences you’ll need to succeed :
Minimum qualifications:
- High School graduate or equivalent
- 1 year experience in customer service field.
- 1 year experience in the medical field.
Preferred qualifications:
- Bachelor's
- Supervisory and management experience
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.
Category: Physician Services
Organization: AdventHealth Medical Group Primary Care
Schedule: Full-time
Shift: 1 - Day
Req ID: 25012149
We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.
