Supervisor, Contact Center

14 hours ago


Edison, New Jersey, United States Hackensack Meridian Health Full time
Job Title: Supervisor, Contact Center

About the Role:

As a Supervisor, Contact Center at Hackensack Meridian Health, you will play a critical role in ensuring the smooth operation of our Patient Access Center. This fast-paced centralized contact center environment requires a skilled leader who can effectively manage resources, schedules, and staff to meet/exceed key performance metrics for both quality and production.

Responsibilities:

  • Supervise and coordinate all processes and activities in the Call Center, ensuring all policies and procedures are followed.
  • Responsible for the performance of a team of approximately 12-20 agents to meet/exceed key performance metrics for both quality and production.
  • Assist in the development of team and individual goals and deliver performance feedback.
  • Have ongoing visibility within the Patient Access Center, assisting and coaching team members to provide timely and accurate service to patients and internal customers.
  • Ensure that the work environment is professional and conducive to providing opportunities for growth and development.
  • Provide formal and informal feedback to staff members on a regular basis to reinforce positive behaviors, hold each member accountable for their work, and develop their skills.
  • Ensure appropriate staffing relative to the volume of work and ensure call center agents are in adherence to their shift schedules.
  • Collaborate with Workforce Management to optimize staff schedules to achieve all departmental KPIs.
  • 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 identified through the monitoring process.
  • Hold regularly scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure that goals are being met and policies and procedures are followed.
  • Participate in staff training, interviewing, hiring, and evaluation.
  • Identify opportunities for improvement in call center processes, tools, or operations and work with 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 the team members.
  • Perform other job-related duties as required.
  • Adhere to HMH Organizational competencies and standards of behavior.

Qualifications:

  • 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.


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