Contact Center Supervisor

Description

In the performance of their respective tasks and duties all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Position purpose

Position will provide leadership for various functions within the Contact Center, such as Referrals, Medical Records, Scheduling, Referrals and additional support roles. Contact Center Manager must be able to perform all functions of the Patient Support Center. Responsible for leading our schedulers to better performance and improve service quality.  The Contact Center Supervisor will assist in establishing contact center objectives, provide representatives with opportunities to expand their knowledge of services, products, and helping provide patient care by answering and managing patient calls. Must have exceptional communication, interpersonal, and customer service skills as well as comprehensive knowledge of company policies and offerings. Work closely with providers and make scheduling changes as needed.

Responsibilities/Duties/Functions/Tasks:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hire, train and onboard new Contact Center agents as required to meet quotas
• Provide coaching and assistance to contact center agents on an ongoing basis
  • Quality Management
  • First Call Resolution
• Process weekly production reports for submission to management
  • Call Center metrics
    • Volume
    • Productivity by appointments
    • Abandonment rate
    • Capacity rates
• Act as a member of the Provider Scheduling Committee, set agenda and make provider scheduling recommendations.
• Oversee and ensure conflict resolution between associates and patients
• Ensure that all employees follow the company’s best practice for contact center management and operations
• Develop presentations and talks to motivate and educate contact center agents
• Communicate company goals to staff so every employee understands his or her role
• Conduct periodic surveys of patients and potential customers to ensure quality control
• Provide daily oversight and guidance to employees
• Conduct meetings with staff on office policy and procedure changes
• Assist patients with potential billing issues
• Approve time off requests and bi-weekly payroll time for employees
• Serve as office point person for providers, employees, pharmaceutical reps, and vendors
• Serve as liaison between medical office and corporate office
• Travel required as needed
• Manage office supplies and order inventory as needed

Qualifications

Qualifications

Education: Associates degree in business preferred.

Experience: Minimum 3-5 years medical office management is required. Customer Service and Call Center Experience is required. Dermatology experience is preferred.  

Performance Requirements:

• Knowledge of clinic and company policies and procedures
• Knowledge of medical terminology referrals/ insurance practices
• Knowledge of computer programs and applications
• Knowledge of CPT and ICD-10 coding
• Knowledge of managed care, Medicare, and Medicaid guidelines
• Excellent communication, management, interpersonal and leadership skills required.
• Ability to work and manage overtime as necessary to meet quotas and guide team.
• Skill in effective personnel management including training staff and delegating duties
• Skill in written and verbal communication
• Ability to work effectively as a team member with physicians and other staff
• Ability to respond timely to changing demands
• Ability to plan, organize, prioritize and direct the work of others
• Ability to establish and maintain effective working relationships with patients, employees, and the public
• Prior experience interviewing candidates and determining staffing needs
• Experience managing patient issues

Equipment Operated: Standard office equipment including computers, fax machines, copiers, printers, telephones, postal machines, etc.

Work Environment: Position is in a well-lighted medical office environment. Occasional evening and weekend work.

Physical Requirements: Work requires hand dexterity for office machine operation, stooping and bending to files and supplies, mobility to complete errands, or sitting for extended periods of time.  Occasionally lifting files or paper weighing up to 20 pounds. Stress can be triggered by multiple staff demands and deadlines.   view computer screens for long periods of time. Occasional evening or weekend work may be required.

Salary : $20 - $23