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Call Center Supervisor

3 months ago

Houston, United States Round Table Medical Consultants Llc Full time

The Call/Transfer Center Supervisor will develop and implement strategies to improve the call center, Transfer Center, and Patient Collection performance, productivity, and patient satisfaction. Additionally, they will provide ongoing training and support to call/transfer center representatives, foster a culture of continuous learning and development, coordinate patient transfers between facilities, and collaborate with relevant departments to streamline patient billing and collections workflows and resolve any issues or discrepancies.
- High school diploma or equivalent; college degree preferred
- Minimum of 1-year experience as a Call center or Customer Service Supervisor.
- Knowledge of office management systems and procedures
- Excellent time management skills and ability to multi-task and prioritize work
- Attention to detail and problem-solving skills
- Excellent written and verbal communication skills
- Strong organizational and planning skills
- Proficient in MS Office

**JOB RESPONSIBILITIES/DUTIES**
- Supervise and lead the call center team, ensuring timely and effective handling of patient’s inquiries and issues.
- Develop and implement strategies to improve call center performance, productivity, and customer satisfaction.
- Provide ongoing training and support to call center representatives, fostering a culture of continuous learning and development.
- Coach the team frequently,
- Reviewing agent capability & quality by at least 30% listening to the calls.
- Coordinate patient transfers between facilities, ensuring smooth transitions and efficient communication with stakeholders.
- Oversee the transfer center staff, ensuring adherence to protocols and standards for patient care and transfer processes.
- Provide leadership and guidance to the patient collections team, ensuring accurate billing and collections processes.
- Collaborate with relevant departments to streamline patient billing and collections workflows and resolve any issues or discrepancies.
- Develop and conduct training programs for front and back office staff, covering essential procedures, systems, and customer service standards.
- Ensure that new employees receive comprehensive onboarding and ongoing training to perform their duties effectively.
- Manage staffing schedules for the call center, transfer center, and patient collections departments, ensuring adequate coverage to meet operational needs.
- Monitor workload distribution and make adjustments as necessary to optimize efficiency and productivity.
- Support management in the implementation of future initiatives, such as current BO registration assistance and Concierge Desk operations.
- Provide input and recommendations based on frontline experience to enhance the effectiveness of new programs or processes.

**WORKING CONDITIONS**
- Performs duties for a fast-paced emergency room
- The employee must be able to lift and/or move using proper body mechanics and agree to ask for assistance if required.
- While performing duties of this job, the employee is frequently required to stand, walk, and sit; The employee is occasionally required to stoop, kneel, crouch, or crawl.
- Must submit to random drug screenings.