Under the direction of the Operations Manager, the LYP Supervisor organizes and directs the day-to-day activities related to the LYP Contact Center. Responsible for managing, training and guiding Patient Care Associates in performing their duties. Provides support, reports & resolves problems and complaints. Monitors Patient Care Associates and their performance, both in person and virtually.

Responsibilities:

• Evaluate and manage workflow activities, productivity for continued operational improvement
• Conduct regularly scheduled staff team meetings to communicate issues or changes in policy/procedure
• Conducts a minimum of one check-in per associate, per month
• Maintains accessibility for one-on-one communication
• Communicates performance standards to staff, and performs evaluations in a fair and timely manner
• Supervises, plans and manages functions related to LYP Contact Center
• Carries out supervision, coaching, call monitoring, training, reviewing, and disciplining of all Patient Care Associates
• Reviews and approve Patient Care Associates' time cards daily; ensures accuracy during review and investigation into missed punch requests, IT downtime, power/internet reports for accuracy with payroll
• Reviews real time metrics throughout the day; coach Associates in real-time for errors and schedule adherence
• Reviews attendance emails multiple times daily; monitor staffing levels throughout the day
• Manages the LYP Contact Center in compliance with all LYP policies and procedures; issue Performance Improvement Plans and/or disciplinary action in accordance with LYP policies
• Works collaboratively with internal departments as necessary
• Discernment and escalation of high-risk issues, including FMLA, personnel and culture, as well as client quality concerns/reported errors

Accountability:

• Team Scorecard: Quality
• Team Scorecard: Average Handle Time
• HRIS: Turnover/Attrition
• Team Scorecard: Attendance

Education:

• High School Diploma or GED

Experience:

• 3 - 4 years of customer service experience, with preferred 2 years in a supervisory role leading a team