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Supervisor, Contact Center
2 months ago
About the Role
Hackensack Meridian Health is seeking a highly skilled and experienced Supervisor to join our Patient Access Center team. As a Supervisor, you will play a critical role in ensuring the smooth operation of our contact center, providing exceptional customer service to patients and internal stakeholders, and leading a team of approximately 12-20 agents to meet/exceed key performance metrics.
Key Responsibilities
- Supervise and coordinate all processes and activities in the Patient Access Center, ensuring all policies and procedures are followed.
- Responsible for the performance of a team of approximately 12-20 agents, providing coaching, feedback, and development opportunities to ensure they meet/exceed key performance metrics.
- Assist in the development of team and individual goals, delivering performance feedback, and ensuring a positive and productive work environment.
- Collaborate with Workforce Management to optimize staff schedules, ensuring the call center is adequately staffed to meet volume demands.
- Follow the defined Quality Assurance program to ensure all representatives are scheduled for self-monitoring time offline and subsequent coaching sessions to close identified gaps and reinforce positive behaviors and skills.
- Hold regularly scheduled staff meetings to provide a forum for open communication, problem resolution, and goal achievement.
- Participate in staff training, interviewing, hiring, and evaluation processes.
- Identify opportunities for improvement in call center processes, tools, or operations and work with the Call Center Director to implement.
- Ensure the call center is compliant with all HIPAA regulations.
- Responsible for payroll and PTO approval.
- Create a work environment that is positive and enjoyable for team members.
- Perform other job-related duties as required.
Requirements
- Associate degree or a minimum of 2 years of previous supervisory experience in a high-volume, fast-paced, in-bound call center or customer-facing environment providing customer, member, or patient service.
- Excellent verbal and written and interpersonal skills to clearly and effectively communicate with physicians, patients, staff, and stakeholders.
- Direct supervision of a minimum ten (10) employees, including hiring decisions, developmental plans, and progressive discipline.
- Experience interpreting, communicating, and enforcing policies and procedures.
- Strong customer service skills and ability to work both independently and as part of a team.
Preferred Qualifications
- Bachelor's Degree.
- Previous experience using EPIC system.
- Proficiency in call center telephone systems.
- Knowledge of medical terminology, hospital systems, and insurance processes.
- Bilingual-Spanish.
- Healthcare experience as a Medical assistant or assisting patients in any capacity.
- Proficiency with PeopleSoft systems.
