Call Center Supervisor (Community Health)
Full Time
Chicago, IL 60628
Posted
Job description
Summary
This position will be responsible for managing & overseeing a team of call center agents. This includes, but is not limited to, hiring and training call center agents; monitoring team performance; and coaching team members to cultivate the knowledge and skills needed to provide excellent services to customers.
Duties/Responsibilities
- Oversee call center staff; accountability for all aspects of call center operations, including direct management and coaching of team members
- Manage assigned departments/individuals in accordance with CCHC’s policies, procedures, and applicable regulations; management duties including planning, assigning, and directing work; coaching, supervising, appraising performance, and guiding professional development; hiring; rewarding and disciplining employees; addressing employee relations issues and resolving problems.
- Ensures adequate coverage within the Call Center and makes recommendations for coverage needs
- Oversee the coordination and management of the provider schedule
- Develop, track, and report out on Key Performance Indicators (KPIs)
- Collaborates with clinical management team to monitor and address patient complaints
- Maintain departmental workflows, forms, policies and procedures, and other resource documents to ensure that the most current information is available
- Consult with direct supervisor to discuss service problems
- Provide recommendations for process improvement to address bottlenecks within the Call Center
- Assist with taking calls during periods of high call volume
- Responsible for ensuring the team delivers service that meets or exceeds departmental goals, while fostering a culture that strives for operational and compliance excellence
- Implement, monitor, and report out on strategies to improve departmental performance outcomes
- Perform audits (payer; program; internal; or external) for department and report as directed
- Participate in clinic huddles and QA/QI initiatives of the agency as assigned.
- Performs other related duties as assigned
Qualifications
- HS Diploma or equivalent
- Previous experience working in a healthcare call center
- Previous supervisory experience
- Outstanding customer service, communication, and interpersonal skills
- COVID-19 vaccination required
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