Supervisor, Scheduling Services Contact Center

UPMC University of Pittsburgh Physicians is hiring a Full-Time Supervisor, Scheduling Services Contact Center to help support Radiology, Imaging Scheduling.

Hours: Monday-Friday, between 8:00 am and 5:00 pm, but hours may vary due to business needs

Location: Remote, but does require coming into the office occassionally

See what being a Supervisor can do for UPMC and what UPMC can do for you – it’s more than just a job!

What Can You Bring to UPMC?

• Contribute to UPMC’s mission of Life Changing Medicine
• Set the standards for the level and quality of care for the care delivery team
• Provide patient care activities for a group of patients and their families through the application of independent judgment, communication, and collaboration with all team members.
• Establish and maintain collaborative relationships with physicians, other health care providers, patients, and their families, to achieve desired patient outcomes throughout the continuum of care.
• Demonstrate a commitment to the community and to your health care profession

What Can UPMC Do for You?

• A career path that provides you with the right experience to be successful in the position you want to obtain now and, in the future
• Health and welfare benefits like medical, vision, dental, and life and disability, and an exceptional retirement program
• Work life balance to help manage other important aspects of your life such as: PTO, wellness programs, paid parental leave
• Competitive pay for the work that you do

Purpose:
Under the general direction of the Manager, Scheduling Services, the Supervisor, Scheduling Services will ensure a World Class, patient-centric experience of Service Excellence through every interaction with UPMC Scheduling Services. This patient-centric experience will align with not only the Scheduling Services Mission & Vision but the UPMC Core Values, creating an Industry Leading patient experience during each and every interaction. The Supervisor, Scheduling Services will act as a leader, mentor, and role model at all times, while supporting the Scheduling Specialists and staff members within the Scheduling Center. The Supervisor, Scheduling Services will facilitate the team achievement of quality, production, and customer satisfaction goals, effectively monitoring call queues and volumes to ensure the team?s success. The Supervisor, Scheduling Services will provide coaching and career development to their staff while adhering to UPMC Values and Culture of Service Excellence.

Responsibilities:

• Provide a World Class patient experience, focusing on Service Excellence and one contact resolution with each and every patient interaction. Assist with the management of contact center volume including inbound calls, outreach calls, written communication, and online interactions.
• Allocate resources to ensure achievement of all performance standards, including analysis of available reports to identify root cause of potential or existing problems.
• Supervise, coach, and develop team members, including preparation of employee performance evaluations and participate in merit increase process. Participate in interviewing, hiring, and training of staff, as well as providing oversight for employee timecards and Kronos.
• Perform random audits of staff to assure performance and quality. Provide timely feedback / coaching to staff to ensure continuous improvement.
• Conduct team meetings on a regular cadence and provide information to team members in a timely manner. Communicate with all managers, supervisors and team leaders.
• Maintain a positive work environment through employee recognition and interaction
• Establish effective workflow to maximize automated systems, facilitate communication and enable teamwork between departments. Provide support to other departments as requested during periods of backlogs.
• Assist in the resolution of inquiries, providing expert interpretation and support.
• Support opportunities within the team, such as coaching, training, and issue escalation, determining root cause and ensuring continuous improvement and lessons learned.
• Assist in the development, implementation, execution and refinement of policies and procedures as well as establishing performance measures.
• Interface with customers via telephone, written correspondence and/or in person to answer inquiries, resolve concerns and ensure customer satisfaction.
• Maintain employee and patient confidentiality.
• Assist Information Services in the development and implementation of system enhancements impacting UPMC Scheduling Services.