Healthcare Call Center Supervisor

Overview
If you are seeking a challenging role and believe that a good night’s sleep prolongs and improves one’s health, then this is the role for you. Come join our Team. This position is responsible for leading and managing a team that ensures high-quality patient care and service while maintaining compliance with healthcare regulations.

Responsibilities

• Team Leadership and Management:

·Supervise and mentor a team of employees through guidance, coaching, feedback, and training.

· Motivate and support callers to achieve performance goals and maintain a positive work environment.

·Address performance issues and implement corrective actions as needed.

· Plan and manage employee schedules and workloads.

·Conduct performance evaluations and provide constructive feedback.

· Quality Assurance and Compliance:

·Ensure that all calls are handled efficiently and professionally, in accordance with company policies and procedures.

·Monitor the center performance metrics, such as call abandonment rates, call wait times, and agent productivity.

·Identify areas for improvement and implement process changes to enhance efficiency and customer satisfaction.

·Ensure compliance with healthcare regulations, such as HIPAA, and other relevant industry standards.

· Customer Service and Patient Care:

·Handle escalated customer issues and complaints, ensuring timely and effective resolution.

·Provide excellent customer service to patients and their families, answering questions and addressing concerns.

· Collaborate with other healthcare professionals to ensure seamless patient care.

· Hiring and Training:

·Participate in the hiring and onboarding of new employees to the department.

·Develop and deliver training programs to ensure that the employees have the necessary skills and knowledge to perform their duties effectively.

· Reporting and Analysis:

·Prepare regular reports on the center performance, identifying trends and areas for improvement.

·Analyze data to identify opportunities for process optimization and cost reduction.

·Other Duties:

·May be required to take calls during peak times or when employees are unavailable.

· Participate in the Managers’ team meetings and other relevant activities.

·Stay current on industry trends and best practices.

Skills and Specifications

· Technical skills and knowledge of relevant computer programs to enhance customer experience.

·Ability to remain calm and respectful under pressure.

·Exceptional customer service that client drives.

·English language proficient

·Strong written and verbal communication skills

·Organizational skills and mindfulness

·Familiarity with quality assurance and data analysis

·Excellent negotiation and critical thinking skills

• Education and Qualifications

· Associate degree in healthcare or related field.

·Minimum of 2 years of healthcare experience working in customer service, a supervisory role or in a call center.

· Experience with coaching, training, and motivating employees.

Preferred Qualifications

· Bachelor’s degree in healthcare or related field

· 3 years of healthcare experience in Sleep or DME in a supervisory role that’s’ focused on improving the patient’s experience.

·Brightree or related platform experience (i.e., NikoHealth).

Join us as we strive to enhance our customer experience through effective leadership and exceptional service!

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: Hybrid remote in Plymouth, MN 55441

Salary : $18 - $25