Medical Call Center Customer Service Supervisor - Access Center

The Medical Call Center Customer Service Supervisor supervises the Customer Service staff of the Medical Call Center that serves as the primary point of contact for access to the USC academic medical centers and the USC Health Sciences Campus. Supervises staff adherence to electronic, voice, text, email and web-based communication information protocols, emergency response alarm protocols and paging system protocols. Reviews and implements staffing schedules. Provides training, supervision and guidance to other staff. Ensures incoming and outgoing communications achieve highest patient privacy and confidentiality. Resolves patient and visitor inquires and/or issues.

Essential Duties:

• Supervises one or more Medical Call Center Customer Service operations teams and the delivery of services to clients. Implements program priorities and performance standards and assesses operations using these criteria. Conducts quality assurance reviews and recommends changes as appropriate. Maintains automated or manual systems and procedures to facilitate program operations.
• Supervises staff assigned to Call Center operations teams. Recommends staffing needs based on program goals. Makes hiring, promotional and salary recommendations in accordance with university policy. Provides performance appraisals for staff and determines need for disciplinary action.
• Schedules staff to ensure adequate Call Center coverage. Monitors and approves data input for provider master schedule information in the appointment scheduling application. Creates and adjusts shift schedules, and notifies Call Center management of changes to post schedules. Ensures current contact, on-call scheduling information is available for communication relay.
• Assists with Development, implementation and revisions of operational policies and procedures to support strategic goals of the Medical Call Center. Develops protocols, procedures and describes processes for each team.
• Assists manager and Director with development of Call Center budgets. Analyzes team expenditures for trends, and recommends or makes budgetary and resource allocations.
• Initiates client surveys and other qualitative methods to evaluate and measure overall Medical Call Center utilization, staff performance, workflow, satisfaction and effectiveness.
• Prepares and distributes daily Call Center activity report. Reports staffing level issues related to changes in transactions due to patient volume. Assists manager create global communication and management reports.
• Supervises leads with updates or changes to Call Center protocols, scripts, and training materials.
• Serves as a key resource for Call Center information. Evaluates and researches Customer Service incidents and takes action to resolve issues. Responds in writing to special client inquiries and/or complaints. Resolves problems or questions referred by program staff or management.
• Develops and implements security related procedures such as office opening and closing routines, recognition of duress signals and key controls. Coordinates security activities with University Public Safety Department. Promotes and maintains standards for security conscious awareness and behavior. Maintains knowledge of university's crime prevention and suppression programs and services. Ensures dissemination of security related information to staff.
• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

Required Qualifications:

• High school or equivalent

3 years Experience working in a Call Center or Customer Service department in a healthcare environment.

• *5 Years - Combined education/experience as substitute for minimum experience

• Knowledge of HIPPA compliance and various health insurance types.
• Demonstrated interpersonal and organizational skills.
• Ability to multi-task, implement policies and establish efficient work systems.
• Knowledge of medical terminology, health plans, ACD reporting and MS Office software.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• Associate's degree in a related field
• 5 years Experience working in a Call Center or Customer Service department in a healthcare environment.

Required Licenses/Certifications:

• Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The annual base salary range for this position is $60,320.00 - $94,020.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.