Call Center Supervisor

Premium Health is looking for outstanding candidates for the Call Center Supervisor position which covers our Internal Medicine, Pediatric, Podiatry, and Dermatology departments.

Premium Health, located in the heart of Brooklyn, is committed to providing compassionate, culturally sensitive, comprehensive health care, and behavioral health services to everyone in the community in need, regardless of ability to pay. Through our services, we aim to achieve community wellness for the individuals and families we serve. Premium Health prioritizes a collaborative care approach and utilizes evidence-based treatment, thus achieving improved patient care and superior outcomes.

Our goal is to ensure the culture of the office and each patient experience meets our Standards of CARE:

Compassion, Agility, Respect, and Excellence.

Ideal candidates can work well under pressure in fast paced environments with proven ability to effectively lead a team.

Time Commitment:

Sunday – Thursday, 11 am - 7 pm, on call as needed
Responsibilities:

• Ensure that Call Center operation runs smoothly and efficiently
• Supervise and coach Call Center Specialists
• Conduct trainings for new hires
• Maintain a scheduling database to track availability of associate and communicate daily and weekly schedules, forecast and available staffing, along with approving timecards
• Process and resolve escalated complaints
• Continuously improve patient experience
• Improve employee engagement within the center
• Ensure a professional atmosphere at all times
• Analyze Call Center data and metrics to identify areas of improvement
• Develop systems in the Call Center to build streamlined processes
• Collaborate with other departments needs for Call Center
• Perform additional tasks and projects as assigned by manager

Requirements:

• 1-2 years in a medical front desk or Call Center environment or equivalent satisfactory combination of experience and educational background
• Exceptional verbal, and written communication skills
• Problem solving and decision-making abilities
• Thinks nimbly
• Effective conflict resolution
• Experience working in a fast-paced environment
• Proficient computer skills