Call Center Supervisor

Job Title

Client Company/Dept. Name
Memorial Healthcare System

Address
3501 Johnson St,
City Name
Hollywood
State Name
FL-Florida
Zip Code
33021
If others (Address)

Bill Rate
Min: $
Max: $

Pay Rate
Min: $
Max: $
Mark up % (if any)

Duration of the project
Project Start Date

Project End Date
3 years

No. of Openings
1
No. of Maximum Submissions
1

Job Description
Under the supervision of the - Call Center Manager, the Call Center Supervisor is responsible for supervising personnel, communicating regularly with staff, identifying opportunities

to improve the - experience, ensuring adequate staffing to meet operational needs, providing feedback, carrying out organizational and departmental policies and procedures, and recruiting/retaining/training staff.

The - Call Center Supervisor demonstrates and holds the team accountable for excellent customer service in order to create an exceptional fi rst impression of services to the

patients, families, and all other parties that interact with the Call Center. The Call Center Supervisor is an active member of the Team and will take calls with the Team when not completing supervisory duties.

Greet each client in warm, welcoming, and professional manner

Log information on calls received, where required to maintain detailed and accurate records.

Provide cl ients with correct and accurate information services.

Refer unusual or difficult situations to Manager.

At all times maintain confidentiality.

Establish and maintain effective working relationships with co workers, supervisors and team.

Schedule appointments according to established procedures.

Schedule appointments according to patient needs and provider availability.

Follow established scheduling procedures for booking, cancelling, rescheduling appointments.

Run performance reports as directed by the Manager.

Generate metrics (call volume, answered, missed, abandoned, etc.).

Run Call Center Agent Performance Metrics.

Assist with onboarding and training new staff.

Contribute to orientation and training planning and development.

Promote, faci litate, and provide quality efficiency, one call resolution, and patient satisfaction.

Assist Call Center staff with escalation calls.

Assist- Manager with investigation and resolution of patient feedback reports and

incident reports

Skill set info
Experience with EPIC and ServieNow. Minimum 5+years call center experience

Education

Certifications (if required)

Documentation Required for submission

Work Hours

Account Manager Name (Proposal Team)

Work authorization required
US Citizen Only

Relocation is accepted
No

Remote work
No

Additional Notes if any