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Patient Services Supervisor
3 months ago
Supervisory Responsibilities: Oversees and manages assigned Patient Services Representatives.
General Requirements: All duties performed will be done accurately and in a timely manner.
1. Ensures customer service is always maintained at the highest level.
2. Exercise tact and courtesy when dealing with patients, visitors, providers, and co-workers.
3. Participates in educational programs as needed.
4. Actively seek ways to improve call center operations, whether through process optimization, technology enhancements, or employee development initiatives.
5. Motivate and encourage their team members to maintain high levels of productivity and morale.
6. Bilingual English/ Spanish fluency preferred.
7. Other duties as assigned.
Essential Job Responsibilities:
1. Oversee the performance of call center agents, ensuring they meet performance targets and adhere to company policies and procedures.
2. Responsible for training new employees, as well as providing ongoing coaching and development to existing team members to improve their skills and performance.
3. Monitor calls to assess agent performance, provide feedback, and identify areas for improvement. This includes both live monitoring and reviewing recorded calls.
4. Ensure that agents provide high-quality customer service.
5. Supervisors may conduct quality assurance checks, provide feedback on interactions, and implement improvement plans as needed.
6. Handle escalated customer issues that agents are unable to resolve, providing solutions and ensuring customer satisfaction.
7. Track and analyze call center metrics, such as call volume, average handle time, and customer satisfaction scores, to identify trends and make data-driven decisions to improve performance.
8. Prepare and present reports on call center performance to management, highlighting key metrics, trends, and areas for improvement.
9. Ensure that agents follow company policies, procedures, and compliance regulations crucial to maintaining quality and consistency in customer service delivery.
10. Address conflicts and resolve issues that arise among team members or between agents and customers.
11. Maintains strict confidentiality.
Education and Training: Minimum high school education or equivalent.
Experience: Five (5) years minimum customer service preferred; Five (5) years' experience in call center environment preferred. Three (3) years prior supervisory/management experience preferred.
Other Requirements: Computer Skills: Skilled in use of computer/EMR systems. Knowledge of Word processing software, spreadsheet software, Internet, and database software.
Work Environment: Office setting in a clinical environment. Exposure to communicable diseases, bodily fluids, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinic environment.
Mental / Physical Requirements: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 10 lbs. without assistance. Close vision and ability to adjust focus. Must be able to work efficiently under pressure.
Additional Information: Gonzaba Medical Group is seeking team members who contribute as A-Players, demonstrate a strong work ethic, are committed to the culture and our core values.
Other Duties As Assigned: The above job description is not intended to be an all-inclusive list of duties and standards of the position. Team members will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Responsibilities, knowledge, skills, abilities, and work environments may change as needs evolve.
