Call Center Supervisor

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1. Good Judgment
2. Communication/Customer Service/Teamwork
3. Passion
4. Honesty
5. Responsibility
6. Job-Specific Skill Set

• Manages and oversees a team of Call Center agents.
• Motivates and supports agents through feedback and communication.
• Measures KPI's like inbound calls, call waiting, and call abandonment.
• Improves quality of results by recommending changes.
• Provides product/service information by answering questions and offering assistance.
• Keep track of employee attendance, and make sure work procedures are complied with.
• Assist in hiring and onboarding new employees.
• Prepares monthly and annual performance reports.
• Creates targets and goals for improvement.
• Collects, enters and updates patient demographic information into the EMR system. Documentation is to be concise, thorough, and accurate.
• Refers patients to the nursing staff for triage and medical advice.
• Responds to urgent/emergent calls and refer to nursing staff until resolution.
• Communicate with patients about requirements for next visit such as paying outstanding balances.
• Explain clinic regulations such as hours, payment of accounts and schedule of charges.
• Reduce barriers by improving linkages to services.
• Participates in internal and external educational opportunities relevant to the Call Center or customer service environment. Attends or reviews 100% of team meetings annually.
• Supports organizational changes.
• Demonstrates flexibility in providing coverage and/or availability for the Call Center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
• Other duties and special projects that are assigned.

• Experience in Call Center management required.
• Experience in outpatient medical office setting preferred.
• Experience with electronic health record preferred.
• High school diploma or GED.
• Ability to multi-task and work efficiently in a potentially stressful environment
• Ability to apply common sense understanding when carrying out detailed written or oral instructions
• Ability to establish and maintain positive, effective, professional relationships with patients, providers, coworkers, and superiors
• Excellent verbal and written communication skills
• Able to maintain patient respect and dignity while displaying maturity, empathy, ethics, and professionalism
• Able to work independently; excellent teamwork skills
• Possess knowledge of modern office equipment and basic computer skills; must be able to quickly learn to use eClinicalWorks electronic health record system
• Physical Demands: Must be able to sit for long periods of time
• Bilingual (English/Spanish) is highly preferred, but not required; applicants who may serve in a translating capacity will be required to take a language assessment

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