Supervisor Contact Center Operations

1 month ago

Baltimore, Maryland, United States MEDSTAR HEALTH Full time
We have a Full Time, dayshift, hybrid leadership opportunity at our contact center located in the White Marsh area. The ideal candidate will have call center and leadership experience to oversee the daily operations in our high-volume call center.
Education
  • Bachelor's degree required or an equivalent combination of education and experience required.
Experience
  • Progressively increasing job related experience required.
  • 6 months to gain familiarity with the office environment, department routines and procedures, and the full range of job duties required.
Knowledge, Skills, and Abilities
  • Excellent customer service / patient interaction skills;
  • computers and electronic medical record skills and ability to function in a variable multi-specialty clinical setting.
  • Excellent verbal and written communication skills.
  • Ability to establish and maintain effective working relationships within and outside the site.
  • Ability to multitask and work with several physicians in different specialties.
  • Ability to maintain a work pace appropriate to the workload.
  • Ability to follow verbal and written instruction.
  • Moderate level of problem-solving.
  • Standard methods, guides, and procedures are generally available.
Acts as a backup resource for administrative positions for the contact center, including but not limited to assisting with all Access Specialists duties and responsibilities when staffing issues arise. Acts as Site leader when Manager of Operations is off site.Assists in the development of department goals, objectives, policies, and procedures. Ensures compliance with hospital/facility policies and procedures and governmental and accreditation regulations.Assists in the selection, training, orienting, and assignment of department contact center staff. Coordinates refresher training sessions / huddles related to new processes or tools on site.Implements, monitors, and reinforces MedStar Care Connection's policies and procedures. Recommends new or modified policies to reduce cost and / or improve staff performance.Maintains personnel records and prepares and submits personnel forms. May initiate or make recommendations for personnel actions.Analyzes phone center productivity reports as well as supervises the daily activities of the call center staff to meet customer needs in a responsive efficient manner, coordinates refresher training and coaching to improve performance to make staffing recommendations.Prepares and submits weekly payroll data sheets, collects and distributes payroll checks and resolves payroll issues within the department.Prepares associate work schedules and arranges for adequate coverage to maintain optimum patient service. Manages staff time off requests.Works collaboratively with supervisors at MedStar entities to ensure provider schedules are current. Oversees communication with late and no show patient.

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