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SalaryJob Description:
Responsible for the leadership and direction of a specific operational team. Facilitates efforts to ensure excellent customer service on the team including the removal of barriers that impede excellent customer service as well as develop best practices in the department.SUMMARY
The Call Center Supervisor works directly with the Call Center Manager to oversee the day to day operations of the PSC by planning and implementing call center strategies and operations; improving systems and processes; managing the team.
ESSENTIAL FUNCTIONS
- Responsible for quality and continuous improvement within the job scope.
- Responsible for all actions/responsibilities as described in company controlled documentation for this position.
- Contributes to and supports the corporation's quality initiatives by planning, communicating and encouraging team and individual contributions toward the corporation's quality improvement efforts.
- Oversees PSC caregivers and performs day to day duties as set forth by direct manager and senior leadership
- Recruits, Trains, Coaches new caregivers
- Coaches and provides oversight to all PSC caregivers
- Establish rapport with caregivers to develop and strengthen trust with the healthcare team
- Display dependability and initiative in job performance by being prompt in completing tasks and helping others as needed or when called upon to do so
- Ensures team is compliant with company standards, policies and procedures
- Compliance with HIPAA regulations
- Handles patient complaints and proceeds with proper documentation and coaching.
- Plans and implements staff development activities
- Prepares work schedules, makes job assignments, and prepares and approves payroll
- Maintains patient and employee confidentiality
- Responsible for tracking metrics and KPIs; working towards departmental goals
- Builds and maintains positive and professional relationships with clinic managers and supervisors to ensure all needs are being met and guidelines are being followed.
- Maintains knowledge of and complies with established policies and procedures including government, insurance and third-party payer regulations
- Attends administrative meetings and participates in committees as requested
EXPERIENCE REQUIREMENTS
- One-year prior Call Center or heavy phone experience preferred.
- Two years of previous lead, supervisor or manager experience required.
EDUCATIONAL REQUIREMENTS
- High school diploma is required
KNOWLEDGE, SKILLS, ABILITIES
- Possess a strong progressive and customer-focused approach to building and maintaining client relations and overall business success
- Proven skills in leadership, team building, organization, time management, program development, participates in strategic planning and problem solving and who can represent Intermountain Healthcare in a professional and effective manner
- Strong written and verbal skills are essential
Physical Requirements:
CO, NV & SH only
Hearing/Listening, Manual Dexterity, Seeing, Speaking
Anticipated job posting close date:
03/05/2024Location:
Central Office - Las VegasWork City:
Las VegasWork State:
NevadaScheduled Weekly Hours:
40The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$26.45 - $41.66We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers , and for our Colorado, Montana, and Kansas based caregivers ; and our commitment to diversity, equity, and inclusion .
Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
