Call Center Supervisor

Responsibilities

ABOUT NORTHERN NEVADA MEDICAL GROUP

Northern Nevada Medical Group, part of Northern Nevada Health System, offers a comprehensive range of healthcare services for the entire family. Our providers offer wellness services, family, geriatric and internal medicine, along with specialty care including cardiology, general surgery, podiatry and sleep medicine. Independence Physician Management (IPM), a subsidiary of UHS, was formed in 2012 as the physician services unit of UHS. IPM develops and manages multi-specialty physician networks and urgent care clinics which align with UHS acute care facilities. It also provides select services for the Behavioral Health division of UHS. Through continuing growth, IPM operates in 11 markets across six states and the District of Columbia. Our leadership team, practitioners, and teams of healthcare professionals are collectively dedicated to improving the health and wellness of people in the communities we serve.

Website: http://nnmg.com

This Call Center Supervisor opportunity is full time, offers full benefits and a convenient day shift schedule. The Call Center Supervisor will manage the day-to-day operations of regional call centers that support multiple multi-specialty physician practices. The call centers’ primary responsibilities include scheduling & managing patient appointments and communicating with practice staff as necessary to ensure the needs of patients are met, all while maintaining accurate electronic health records. Leverage telephony and information systems to monitor and optimize call center productivity in accordance with service level goals, measured through metrics such as average speed to answer (ASA), average handle time (AHT) and abandonment rate (ABR). Take the lead role in hiring, coaching and, if necessary, disciplining staff; support the maintenance of systems and technologies; liaise with internal and external stakeholders; create, update and communicate utilization and performance reports; and instill a culture of exceptional patient experience

Job Duties/Responsibilities:

• Manage productivity in accordance with service level expectations.
• Prepare staffing schedules and govern daily workforce management.
• Assess needs and coordinate employees and resources to effectively run the day-to-day operations.
• Support the maintenance of systems and technologies.
• Create, update and communicate utilization and performance reports.
• Be a resource for escalation management.   

Benefits for full and part time employees:

• Challenging and rewarding work environment
•  Competitive Compensation & Generous Paid Time Off 
•  Excellent Medical, Dental, Vision and Prescription Drug Plans
•  401(K) with company match and discounted stock plan
•  Career development opportunities within UHS and its 300 Subsidiaries! 
• More information is available on our Benefits Guest Website: benefits.uhsguest.com 

About Universal Health Services

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $14.3 billion in 2023. During the year, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; and listed in Forbes ranking of America’s Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 96,700 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

If you would like to learn more about the position before applying, please contact Heidi Haught, Senior Recruiter @ heidi.haught@uhsinc.com 

Qualifications

Requirements:

• Associate's degree or technical school certification required; bachelor's degree preferred
• 1 to 3 years healthcare call center supervisory experience.
• Working knowledge of Microsoft Office software, EMR systems, medical terminology, medical office settings, service excellence, and recruiting, training, leading and performance management of staff.
• Medical Background in a practice is essential.  Call Center experience is preferred.
• Multitasking, decision making, process improvement, project management, interpersonal, communication, leadership, computer proficiency, excellent customer service and business savvy.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.

Avoid and Report Recruitment Scams

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS

and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.

If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters. 

Salary : $14 - $36