Job Summary
Reporting to the Chief Operating Officer and/or their designee, the Call Center Supervisor will professionally assist in responding to all incoming calls, efficiently distribute all calls to the appropriate destinations, and make primary care appointments for external customers who access the telephone appointment line. Additionally, provides system analyst leadership for pillar systems such as Interactive Voice Response (IVR), Computer telephony integration (CTI), Automatic Call Distributor (ACD), call routing and queuing, customer case management systems, Softphone, call analytics and reporting platforms.
Contacts and interactions vary and may involve multiple constituencies such as direct interaction with THC's executive management, community organizers, the general public, THC's patients, physicians, colleagues, assigned staff, vendors, contractors and consultants for the purpose of providing and exchanging information.
Example of Essential Job Functions
• Responsible for hiring the Call Center Team and for maintaining the required staff pattern needed for the efficient performance of the program.
• Oversee the day-to-day operations of the contact center Coach call center staff through challenging customer service issues.
• Responsible for capacity and budgeting of technology and disaster recovery planning to insure efficient, cost effective, and reliable contact center systems
• Oversight of program deliverables by planning and implementing contact center strategies and operations; improving systems and process and managing staff.
• Lead team meetings and give presentations to executives
• Maintains and improves contact center operations by monitoring system/equipment performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; overseeing the implementation of upgrades. Analyze call center data and prepare reports for upper management
• Create strategies to improve customer support and minimizing expense
• Develop standard reporting for each contact center on predetermined KPIs
• Escalate performance issues real-time to management and 8x8
• . Provides exceptional internal/external customer service to patients, staff, and outside facilities.
• Oversees the team to support the tasks of making age-specific appointment, verify demographic information, gather insurance information, and obtain prior authorization for appointments, if necessaryUtilize data findings and analysis to identify process gaps and opportunities for increased service levels
• Responsible for leading, monitoring and distributing reporting and analytics to leadership team and other business partners
• Facilitate frequent and regular meetings with leadership to maintain working relationships, ensuring data needs are met
• Monitors and Track Staff attendance and performance
• Monitors recorded calls for Quality Assurance
• Processes department payroll
• Creates and maintains departmental Policies & Procedures
Trains of new department staff
• Reports on departmental performance
• Other duties as assigned
• Collect/analyze and report contact center statistics
• Complete monthly reporting on phone utilization for leadership review
Provide ongoing staff training to ensure compliance and skills related to the management of the THC phone system
Minimum Education, Training and Experience Required
Minimum of 8 years' experience working with the public in a high-volume atmosphere. Minimum 3 years experience as a manager supervising a team of staff. Work experience with call center technology and reporting platforms. Previous experience in a healthcare setting preferred
Required Knowledge, Skills, and Abilities
Knowledge of FQHC operations, operating principles, guidelines, and bylaws. Excellent leadership, customer service, organizational and presentation skills as well as the ability to effectively communicate THC's vision, and motivate others to achieve it organizationally, departmentally, and personally/professionally. Personnel interviewing skills, Ability to communicate effectively (verbally and in writing). Ability to plan and organize work initiatives to successfully accomplish center/organizational goals and objectives. Ability to multi-task, prioritize and delegate as appropriate. Strong analytical, problem solving and interpersonal skills. Proficient in MS Office including Visio, experienced in IVR system design, 1-3 years of Call Center analytics experience and/or business forecasting, strong analytical skills, adept data mining, data analysis and data presentation
Ability to identify, develop and implement short/long-term strategic goals and objectives. Ability to develop and maintain customer relationships; influence, build credibility and trust. Ability to think critically as well as apply critical thinking skills. Ability to: ensure and advocate for quality healthcare and services; and lead and manage a diverse staff.
Licenses and Certifications
None
Physical Demands
Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls.
Ability to effectively use and operate various items of office related equipment, such as, but not limited to personal computer, calculator, copier, and fax machine.
Ability to lift, carry, push, or pull heavy objects more than 75lbs as well as squat, walk, climb, bend, crouch, stoop, kneel, stand, grasp, reach, pull and repetitive motions.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
Work is typically performed in an office setting or a variety of environments and conditions including offices, mechanical rooms, confined spaces, and other circumstances that include increased physical risk and exposure to adverse environmental conditions.
Date Posted: 08 May 2025
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