Supervisor, Contact Center

Position:  Contact Center Supervisor 

Position Description:

Supervise the day-to-day operations of the Reception and Front-End departments and Contact Center for a busy home health management referral company based in Phoenix. Supervisor must ensure that all referrals are processed in a timely manner and all quality standards are met. This position requires detailed documentation of all incoming patient/facility requests. Candidates are responsible for documenting and maintaining accurate records of home health care services including the initial request for services, additional information sent on current patients, and calls pertaining to patients and patient care.

Location:

• Office located at 7600 North 16^th Street, Suite 140 Phoenix, AZ 85020
• Remote

Responsibilities:

• Monitors productivity and quality of direct reports, offering guidance and support where needs are observed.
• Perform and supervise the work assigned to a group of 10-20 reception and front-end staff.
• Plans and allocates day-to-day workload distribution and phone coverage.
• Observes process efficiencies, making recommendations for optimization
• Assesses staffing needs based on volume to determine schedules and time off request
• Assists with the dissemination of new information and work practices.
• Provides education and training of current clinical practices, as applicable to departmental needs.
• Performs 1:1s to offer constructive feedback, learning and development.
• Cross-functional collaboration to ensure client care is provided in compliance with medical guidelines.
• Answer questions and train staff with correct procedures.
• Investigate inquiries and resolve complex issues.
• Review and assign workflow issues and make sure production standards are met.
• Responds to patient and referral source inquiries in a timely manner.
• Maintain appropriate patient records and documentation.
• Supervise and conducts performance evaluations that are timely and constructive with staff.
• Manage timecards of employees and approve PTO requests
• Perform other related duties as required.
• Special Projects
• Conduct interviews
• Administer performance improvement plans /write up’s
• On-call coverage as needed on a rotation basis
• All other duties as assigned

Qualifications (Education/ Experience):

• Bachelor’s degree in Business Management, Nursing, or related field or 1 - 2 years in a supervisory role
• Health care and/or home health care experience is a plus and desired
• Working knowledge of using various software systems simultaneously is a must
• Must be ambitious, willing to manage workflow and quality of work with a calm, positive demeanor
• Must have the ability to work under pressure and management multiple tasks
• Managerial and supervisory skills
• Organizational and attention to detail

Job Type: Full Time

tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.