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OAM Call Center Team Lead

2 months ago

Lenexa, Kansas, United States The University of Kansas Health System Full time
Job Summary

The University of Kansas Health System is seeking a highly skilled OAM Call Center Supervisor to lead a team of scheduling staff. The successful candidate will be responsible for overseeing daily operations, including hiring, training, and monitoring team performance.

Key Responsibilities
  • Team Leadership: Lead a team of scheduling staff, providing guidance and support to ensure seamless operations.
  • Operations Management: Oversee daily operations, including monitoring appointment request workqueues, deploying staff, and ensuring volume is within department-established thresholds.
  • Subject Matter Expertise: Act as a subject matter expert on assigned clinics, providing detailed instructions to staff on standard workflows and handling exceptions.
  • Training and Development: Assist the Training & QA team in developing and reviewing training content for specific clinics and workflows.
  • Customer Service: Handle calls as needed to ensure department meets service level goals, providing excellent customer service and resolving issues in a timely manner.
  • Problem-Solving: Investigate scheduling defects and/or patient complaints, identifying root cause and providing findings and recommendations to management.
  • Process Improvement: Research and recommend knowledgebase revisions and additions to scheduling tools/resources, escalating operational issues as needed to management.
  • Equipment Management: Ensure equipment, including wallboards, copy machines, phones, and workstations, are functioning properly and escalate issues for resolution.
  • Reporting and Analytics: Handle daily reports, including agent productivity, Midday WQ volume, and Call Metrics.
  • Training and Development: Assist with training employees on department standard work and support management with projects and process improvements.
Requirements
  • Education: High School Graduate
  • Experience: Prior lead or supervisory experience or demonstrated experience at The University of Kansas Health System
  • Skills: Proficiency of Level IV, skilled in effective communications, customer service, problem-solving, and managing multiple priorities.