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Supervisor, Contact Center Professional
2 months ago
About the Role:
We are seeking a highly skilled and experienced Supervisor, Contact Center to join our team at Hackensack Meridian Health. As a key member of our Patient Access Center, you will be responsible for supervising and coordinating the daily activities of our contact center team, ensuring that all policies and procedures are followed, and that our patients receive exceptional service.
Key Responsibilities:
- Supervise and coordinate all processes and activities in the Patient Access Center, ensuring that all policies and procedures are followed.
- Responsible for the performance of a team of approximately 12-20 agents, ensuring that they 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.
- Responsible for ensuring 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 that 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 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 the Call Center Director to implement.
- Ensure that 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.
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 New Jersey, committed to providing exceptional patient care and service. We are a network of hospitals, physician practices, and other healthcare services, dedicated to improving the health and well-being of our communities.
