Call Center Supervisor

All the benefits and perks you need for you and your family:

• Benefits from Day One for FT/PT positions

• Paid Time Off from Day One for FT/PT positions

• Paid Parental Leave for FT/PT positions.

• Student Loan Repayment Program for FT/PT positions

• Career Development

• Whole Person Wellbeing Resources

• Mental Health Resources and Support

• Debt-free Education (Certifications and Degrees without out-of-pocket tuition expense)

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full-time.

Shift: Monday – Friday 9:30am to 6pm; Rotating Saturdays 8am -12pm - remote

Location: 120 N. Oak Street, Hinsdale, IL 60521

The role you’ll contribute:

In partnership with management and other leaders, the Supervisor will oversee daily operations and specific administrative functions of centralized service line(s) within the centralized Consumer Experience Center (CxC). The Supervisor will assist with frontline service delivery and serve as the first point of contact for any employee-related concerns. The supervisor serves as a mentor and role model to frontline staff and will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the Supervisor will act as a single point of contact for initial communication with interdependent functions within the CxC. As such, they are responsible for facilitating bidirectional communication between frontline staff, other CxC functions, and leadership. In addition to assisting with these functions, the Supervisor may be responsible for managing staff schedules, approving leave, and assisting with payroll, among other functions; there may be instances when this position is requested to perform additional duties on behalf of the Manager. Because the CxC is a technology-dependent department, the Supervisor must demonstrate competence to operate across various technology platforms. The Supervisor must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a highquality service that consistently meets established performance indicators within a rapidly growing centralized enterprise.

The value you’ll bring to the team:

• DemonstratethroughbehaviorUCMAdventHealth’smission,vision,valuesandservice standardsasoutlinedintheorganization’sWholeCareExperiencetraining.
• Create an environmentthatassuresthe productivity,performance, andwell-being ofeachemployee in the department.
• Regularly reportandmonitorkeyperformance indicatorsand partnerwithleadersto adjustoperations accordingly to meet objectives.
• Participate in the ongoingdevelopmentandoptimization ofCxCoperations;ensureperformance is aligned with organizational goals.
• Collaboratewith themarketand/orfunctionalareas forthe continuedpartnership andimprovementof CxC services.
• Spend significantportionof daily timeinteractingwith CxC associatesandsupervisorsto ensure proficiencyonservice-andmarket-specificcontent.
• Conduct one onone meetingsto discuss performanceandprovide coaching/mentorship, promotinga positive and supporting culture.
• Identify talent development opportunitiesandcreate customizedlearningpaths toaddress individual development requirements.
• ParticipateintheactivationofneworexpandedCxCservices.
• Maintain competence,oversee,and evaluatecentralized support,monitorvolumeandperformance, andassessongoingtrainingandeducationneedsfortheassignedfunctionalarea(s).
• Ensureappropriatestaffing;maintainsasuccessfulrecruitmentandonboardingprocess.
• Monitors inbound/outbound callactivities andmanages escalations;provides oversightfor developingandmaintainingworkflows.
• Manages Contact Center dailyproductivity, projects and workload balance to ensure that key responsibilities areprocessed tomeetand/orexceeddepartmentgoals in accordancewith Service Level andOrganizational Level Agreements.

Qualifications

The expertise and experiences you’ll need to succeed:

EDUCATION AND EXPERIENCE REQUIRED:

• Associate's Degree in Healthcare Administration, Business or a related field OR,
• One to two years of leadership experience in healthcare and/or a contact center environment OR,
• Currently in a lead position within the department for at least 6 months.
• Two years or more of experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office
• Three (3) or more years' experience working as a supervisor, team lead, or analyst in a customer service environment with experience in rapidly shifting procedures and processes.

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

• Certified interpreter (Spanish)

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Patient Experience

Organization: UChicago Medicine AdventHealth Great Lakes

Schedule: Full-time

Shift: 1 - Day

Req ID: 25013405

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.