Medical Staff Services Supervisor

2 days ago


Waukesha WI, United States HCTec Full time
Job Summary

We are seeking a highly skilled Medical Staff Services Supervisor to join our team at HCTec. As a key member of our Service Center operations, you will be responsible for supervising and directing a designated team to ensure exceptional customer service and efficient task execution.

Key Responsibilities
  • Supervise and develop service center analysts to provide outstanding customer service and execute tasks effectively.
  • Ensure agents meet quality standards, calculate call center performance metrics, and analyze reports to ensure efficiency.
  • Work with Associate Managers, Service Desk Supervisors, and operations team members to ensure service center success.
  • Manage and direct daily activities of designated assigned Service Center agents.
Requirements
  • Participate in activities related to attracting and retaining a high-quality team, including recruitment and pipelining, interviewing, training, and engagement/community activities.
  • Ensure team members acquire necessary support, tools, and training to apply skills and knowledge on the job.
  • Coach, train, and regularly communicate with agents, including recurring 1x1s, team huddles, call monitoring, coaching sessions, and other meetings.
  • Ensure agents understand and comply with all call center objectives, performance standards, and policies.
  • Carry out performance measurement and evaluation of all agents and leads to improve efficiency; document performance issues and follow progressive discipline process.
  • Resolve client and internal complaints and questions for assigned client(s).
  • Coach and mentor staff with career development, establishing competencies and skills, and identifying training needs.
  • Communicate solutions, successes, best practices, and opportunities within the team and larger Managed Services organization.
  • Support special projects (e.g., new client implementations) as required.
Quality Management / Process Improvement
  • Partner with the Continuous Improvement (CI) Team to ensure quality standards are met, following up with agents for coaching accordingly.
  • Continually monitor service calls to observe employee demeanor, technical accuracy, and conformity to company and/or client policies.
  • Measure and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Reinforce and monitor compliance with all HCTec and client policies and procedures, including HIPAA and data security.
  • Manage overall SLA and KPI performance for their team, identify service improvement opportunities, and work with leadership to develop and execute service delivery improvements.
  • Identify, recommend, and support the implementation of various programs for the improvement of call center operations.
Routine Support
  • Provide Service Desk support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
  • Utilize customer service guidelines as outlined in HDI training.
  • Customer FocusPositions primarily serves internal and external customers.
Confidentiality

Access to and/or works with sensitive and/or confidential information.

Requirements
  • Exhibit a basic understanding of healthcare regulatory and compliance (e.g., Skilled in the application of policies and procedures).
  • Completion of two-year community college/vocational/technical school in a relevant field; Bachelor's degree preferred.
  • Minimum 3 years' experience working within a call center environment.


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