Job Description
Job Description
Summary
Are you an innovative leader passionate about patient services who wants to make a difference? If so, Brave Health is looking for a proven leader to help us grow and maximize our Call Center Operations for our Access Center Team. The ideal candidate will have experience managing a diverse team, partnering with clinical supervisors, technology leads, human resources, and operations leadership while building and engaging teams to deliver the highest quality services to our patients.
Position Summary
Our mission is to make mental health services available to anyone no matter where they are via delivering those services directly into their home via telehealth.
The Supervisor role is focused on managing a team of Access Counselors who manage our Inbound and Outbound patient workflows with the goal of delivering quality care to every patient who contacts Brave.
Compensation
The salary range for this position is $60k-$63k per year.
Position Responsibilities
- People Management & Collaboration
- Training and coaching Access Counselors to respond to customer inquiries and complaints as well as troubleshoot problems with services or products.
- Monitoring and evaluating agent performance, providing learning and coaching opportunities and taking corrective action, if needed.
- Managing and pivoting priorities for the inbound / Outbound team based on real time data.
- Addressing performance issues timely with consistency and strong real time urgency.
- Delegating work effectively to the Access Lead.
- Developing work systems that enable the team to share best practices and learnings with each other.
- Anticipating escalations and taking over calls when needed.
- Keeping staff motivated and engaged.
- Working collaboratively with peers to ensure an optimal patient journey.
- Collaborating effectively with cross functional teams.
- Key metrics : AC productivity (call volume and avg. talk time), answer rate, scheduling volume (both new and current patients), response speed SLAs, Patient NPS with performance metrics
- Systems, Processes & Tools
Management and maintenance of inbound patient communication platforms, including telephony, autodialer, SMS and Omnichannel queues, and after hours call systems.
Managing inbound and Outbound queues which consist of calls queue, voicemail queue, fax queue, page queues, task queues and SMS queuesMonitoring trends and reporting on risks / opportunities to Brave leadership.Overseeing and optimizing appointment reminder processes.Identifying operational issues and suggesting possible improvements.Completing and managing agent quality audits for compliance purposes.Working with relevant parties to optimize procedures and processes.Giving feedback on which technology and tools to prioritize within the Access Center.Training the team on new tools and features, driving adoption and compliance.Requirements :
Be a team builder with excellent interpersonal and communication skills. Develops, motivates, and coaches team members.Metrics driven mind-set with a high drive for success and growth.Ability to juggle multiple competing priorities.Provide frequent and candid feedback in addition to regular performance evaluations.Strong organizational skills and attention to detail.Provide exceptional service and continuous improvement in operations while managing, training and scaling a team in a rapid growth environment.Manage the AC processes and workflows to ensure optimal efficiency and productivity, as well as high patient conversions and retention.Work collaboratively with department supervisors to help drive company KPIs and OKRs.Analyze performance and efficiency via various company data platforms. Leverage company platforms to review team productivity, scheduling metrics, appt outcomes and overall efficiency. Work cross functionally with other Access leaders to pivot team operations to maximize operational efficiency.Conduct all job responsibilities consistent with HIPAA and privacy / security policies and procedures, and in compliance with all applicable laws or mandates relating to patient care and business activities.Qualifications :
Minimum 3 years experience working in an Inbound or Outbound contact center setting.Minimum of 2 years managerial experience ranging from recognizing strong performance to addressing performance shortfalls successfullyDemonstrated ability to train, manage, engage and performance manage staff and lead through change.Maintain up to date knowledge of industry best practices.Excellent written and oral communication skills.Ability to be flexible and adapt quickly to match company priorities.Ability to drive a team and engage each individual.Analytical, efficient, thorough.Innovative and likes to think "out of the box" when considering solutions.Strong interpersonal skills and ability to interact with all levels internally as well as with patients, families and other health care providers.Excellent process improvement skills.Ability to identify potential crisis situations involving patients and / or families, and to plan strategies, follow guidelines and suggest improvement to guidelines, for managing these situations when they arise.Analytical ability required gathering and interpreting information necessary to resolve problems in an accurate and timely manner.Highly proficient computer skills with knowledge of electronic medical records and comfort toggling between multiple systems at a time.Ability to maintain confidentiality.Bachelor's degree in Business Administration, Hospital Administration, and / or relevant experience with demonstrated success.Associate's Degree and / or relevant experience with demonstrated success considered.May be based anywhere in the US and will work remotely from home, as does our entire national team. Eastern time zone working hours are strongly preferred.Brave Health is very proud of the diverse team we have that cares for our diverse population of patients. We are an equal opportunity employer and encourage all applicants from every background and life experience without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
Salary : $60,000 - $63,000
