Job: Call Center Supervisor

This posting has expired and is no longer available.

Job Description

Job Title:                       Call Center Supervisor

Reports To:                    Chief Administrative Officer

Job Summary:         

Responsible for coordinating the functions of the Call Center Customer Service Department.   This person must promote effective communication and performance of duties to support the clinical services and administrative duties of the department and ensure excellent customer service by way of complete and accurate patient documentation, ongoing employee training and allocation of resources.

Qualifications and Requirements:

To perform this job successfully, and individual must be able to perform each essential job duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  This job description in no way implies that these are the only duties to be performed and may be modified, interpreted and/or applied in any way as necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Essential Job Duties:

  • Supervises the Call Center staff and is responsible for overall direction, coordination planning, assigning and directing work.
  • Performs as a customer service representative of the call center.
  • Produces operational reports and conducts frequent quality assurance audits of Call Center staff.
  • Oversees appointment scheduling activities at CCHCI Call Center and ensures that CCHCI medical and dental clinics are scheduled according to protocol.
  • Assesses department needs and manages the development of Call Center Policies and Procedures.
  • Responds to or redirects telephone calls to appropriate staff and departments.
  • In collaboration with the Health Center Medical and Dental Managers, conducts personnel activities to include hiring, training, evaluating, disciplinary actions, and other personnel actions as required.
  • Forecasts volumes of calls and staffing requirements.
  • Monitors productivity of patient service representatives and generates reports.
  • Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
  • Answers questions and recommends corrective services to address customer complaints.
  • Determines work procedures, prepares work schedules, and expedites workflow.
  • Studies and standardizes procedures to improve efficiency of staff.
  • Maintains collaboration among workers and resolves grievances.
  • Prepares dashboard reports by staff for review.

Required Education, Experience, Certificates & Licenses:

  • Associates and/or Bachelor’s degree in healthcare administration, public health, business management or a related field preferred.
  • Supervisory or other leadership experience preferred.
  • Any combination of education and/or experience that provides the necessary combination of skills and sensitivity.

 Required Language Skills:

  • Ability to comprehend and compose instructions, correspondence and communications in English in both oral and written format.
  • Bilingual in English and Spanish preferred, but not required.
  • Ability to effectively present information in one-on-one and small group situations to patients, internal providers and staff and other agency staff working in cooperation with the organization.

Other Required Knowledge, Skills, and Abilities:

  • Ability to add, subtract, multiply and divide in all measure, using whole numbers, common fractions and decimals.
  • Ability to compute rate, ratio and percent and to draw and interpret graphs.
  • Ability to skillfully gather and analyze data.
  • Ability to perform a variety of assignments and make decisions requiring considerable independent judgment.
  • Displays high level of critical thinking and problem solving skills.
  • Knowledge of medical billing, medical records, medical office operations and health plans preferred.
  • Knowledge of HIPAA and Corporate Compliance rules and regulations.
  • Knowledge of Human Resources Policies and procedures and Employee Handbook.
  • Maintains a current understanding of CCHCI operations and procedures.
  • Computer literacy required with proficiency in use of all Microsoft Office programs.
  • Knowledge of Electronic Health Records preferred.
  • Ability to facilitate communication and problem solving between providers, support staff and patients.
  • Ability to employ motivational techniques to train, mentor and lead staff.
  • Demonstrated leadership skills with ability to build effective teams.