Spire Orthopedic Partners is a growing national partnership of orthopedic practices that provides the support, capital and operational resources physicians need to grow thriving practices for the future. As a Management Services Organization (MSO), Spire provides the infrastructure for administrative operations that allows practices to operate at their highest level, so doctors can focus their efforts on what matters most patient care. Rooted in the 100-plus-year legacy of its founding partners, the network spans the Northeast with 100 physicians, over 1000 employees and 23 locations from Connecticut, New York and Massachusetts.

Job Description

The Call Center Supervisor manages call center operations; maintains efficient patient flow through effective administrative procedures and management of staff resources; work schedules and practitioner appointment schedules to ensure efficient patient flow; and acts as a resource for patients; physicians to provide information and resolve concerns; and perform routine appointment scheduler duties as needed.

ESSENTIAL DUTIES/RESPONSIBILITIES

• Oversees call center staff

• Drives the operational success of the call center per the expectations set by the Director of Operations

• Assists with recruitment of staff

• Provides training, guidance, and support to call center staff

• Regularly meets with staff members to review performance and provide guidance towards success

• Manages the performance of the call center staff in accordance with office policy and procedure

• Ensures employees understand and maintain compliance with office policies

• Ensures that all direct reports maintain job requirements pertinent to assigned positions at all times. Ensures departmental standards and practices are consistent with goals

• Effectively communicate ideas and directions

• Manage grievances, complaints, and feedback protocols

• Periodically reviews office performance and identifies areas for improvement. May work in conjunction with other departments.

• Assists Management in the creation of reports and projects, as assigned.

• Minimum of 1- 2 years’ experience of administrative support-level experience in a healthcare environment, including emphasis on patient-based customer service or 2 years of Call Center experience

• Knowledge of medical terminology.

• Supervisory experience preferred.

• Computer and telephone system proficiency

• Excellent verbal and written communication skills

We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other classification protected under applicable Federal, State or Local law.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business.

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