Work Schedule: Monday - Friday 8 am - 5 pm

This supervisory position is responsible for providing daily work direction to the front line access center staff. This includes monitoring daily call traffic and productivity to ensure optimal service response times and department goals are met as well as serving as a resource for escalated customer issues. The Supervisor position is also responsible for staffing, team facilitation and coaching, and evaluating and recording employee performance in regards to process adherence, quality and productivity.

Responsible for initial training of Access Center staff and assessing ongoing training needs. Also, responsible for monitoring daily phone reports and auditing as well as evaluating monitored phone calls in the center. This position also serves as a back up to answering calls when needed. The supervisor works closely with the Access Center Manager to identify performance improvement potential and/or to identify trends. This position also assists in completion of special projects for the department.

Employee is required to work remotely after initial orientation.

Position Requirements:
EDUCATION AND EXPERIENCE:

Required: High School diploma and one (1) + years Call Center Supervisor / Team Lead or Customer Service Supervisor / Team Lead experience. The qualified candidate will have excellent verbal and written communication skills, the ability to lead and motivate their team members, strong problem solving and organizational skills, and a professional customer service oriented attitude.

Preferred: Knowledge of call center technology and systems; ability to understand and discuss technology issues at a less technical level with internal customers (clinic managers, staff, and leadership). High-level of creativity; proficiency in MS Word, Power Point, Excel, E-mail and web-based applications. Demonstrated examples of solid leadership skills. Experience in a health care environment preferred.
Employee must provide:

1) High speed internet access
2) Dedicated, secure and safe workspace
3) Noise-free environment to take patient calls

LICENSE, CERTIFICATION AND/OR REGISTRATION:

Required: N/A

TRAITS & SKILLS: Must be self-directed / self-motivated; must have good communication and interpersonal skills. Must be able to: (1) perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure; (2) accept responsibility for the direction, control and planning of an one’s own work; (3) work independently; (4) recognize the rights and responsibilities of patient confidentiality; (5) convey empathy and compassion to those experiencing pain, physical or emotional distress and/or grief; (6) relate to others in a manner which creates a sense of teamwork and cooperation; (7) communicate effectively with people from every socioeconomic, cultural and educational background; (8) exhibit flexibility and cope effectively in an ever-changing, fast-paced healthcare environment; (9) perform effectively when confronted with emergency, critical, unusual or dangerous situations; (10) demonstrate the quality work ethic of doing the right thing the right way; and (11) maintain a customer focus and strive to satisfy the customer's perceived needs.