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SalaryConnecticut Orthopaedics, New England's largest privately owned Orthopaedic practice is growing! If you are interested in growing your career, excellent work/life balance and competitive pay, we are looking for someone like you. The Call Center Supervisor plays a vital role in overseeing the department processes, management of Call Center representatives, and many other exciting responsibilities! If you're ready to take on a challenging role in a supportive, team-oriented environment, then apply now!
Connecticut Orthopaedics is dedicated to providing high-quality care to its patients and is equally dedicated to supporting the well-being and job satisfaction of its employees. Our company offers a competitive salary, full benefits, and generous time off.
Job Summary: The Call Center Supervisor oversees the productivity and social engagement of direct reports. The position shares the same responsibilities as their direct reports as an entry point for patients to engage with the practice and request information or an appointment. Management of phone calls and appointment requests are of high priority to meet the patient’s objective for calling while providing exceptional customer service.
Essential Responsibilities:
- Oversee Call Center productivity; monitoring and evaluating agent performance
- Manage and coach direct reports on phone call management and professional conduct
- Hiring, training, and preparing agents to respond to patient’s questions
- Answering incoming phone calls such as, triaging to the appropriate party or managing the needs of the patient
- Managing appointment requests for website
- Registering patient into practice management system
- Navigating provider schedules to schedule new or follow-up appointments
- Knowledge of scheduling rules meeting provider team expectations
- Operation of computer and its applications to meet job expectations
- Performs other duties as assigned by their supervisor
Skills and Abilities:
- Ability to communicate effectively and clearly across all departments and to patients
- Time management on phone calls
- Ability to multitask in a high call volume Call Center
- Strong aptitude in the use of computer applications
- Exceptional interpersonal skills
- Capability to navigate computer applications while speaking with patient
Experience/Educational requirements:
- High school diploma or equivalent required
- Minimum 1 year of experience in customer service or Call Center environment
- Minimum 1 year supervisory experience preferred
