Supervisor, Contact Center Professional

2 days ago


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

About the Role:

We are seeking a highly skilled and experienced Supervisor to join our Patient Access Center team. As a Supervisor, you will be responsible for the daily supervision and coordination of the Patient Access Center, a fast-paced centralized contact center environment. You will interact with patients, families, and clinical staff to schedule appointments, register patients, and handle other medical requests.

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 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.
  • 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.
  • Hold regularly scheduled staff meetings to provide a forum for open communication and problem resolution.
  • Participate in staff training, interviewing, hiring, and evaluation.
  • 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.

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.

About Hackensack Meridian Health:

Hackensack Meridian Health is a leading healthcare organization in the region, committed to providing high-quality patient care and improving the health of our communities. We are a Mandatory Influenza Vaccination Facility, and we are committed to creating a positive and enjoyable work environment for our team members.



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