Patient Call Center Supervisor

Location: On-Site in Bedford, MA

This Role:

The Patient Call Center Supervisor is responsible for overseeing a team of customer service representatives and ensuring that all performance metrics are being met. The supervisor will analyze Call Center data and metrics to identify areas for improvement and implement changes as needed. Additionally, the supervisor will assist management with various tasks related to Call Center operations.

Key Responsibilities:

• Supervise a team of customer service representatives, providing guidance, coaching, and support as needed.
• Monitor and report on key performance indicators, providing regular reports to management.
• Analyze Call Center data and metrics to identify trends and areas for improvement.
• Working with management, develop and implement strategies to improve Call Center performance and increase patient satisfaction
• Communicate with other departments and stakeholders to ensure that patient issues are resolved quickly and effectively.
• Assist management with various tasks related to Call Center operations, such as forecasting, preparing reports, analyzing data, and implementing new procedures.
• Coordinate with global partner centers to ensure that customer service is provided seamlessly across all locations.
• Monitor and maintain staffing levels, ensuring that the team is properly staffed to meet contact center volume on multiple channels.
• Ensure cooperative team environment by
  • Effectively communicating with staff about department and company initiatives
  • Adjusting procedures as necessary to create process efficiencies.
  • Resolving issues among staff
  • Encouraging constructive feedback from staff and between team members
• Uphold company mission, vision, and values.
• Proactively monitor company policies and address transgressions appropriately.
• Monitor and enforce compliance with all pertinent local, state, and federal laws and regulations relating to operations and employment.
• Adhere to the Code of Conduct and be familiar with all compliance policies and procedures.

Qualifications:

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities perform the duties.

Education (Degrees, Certificates, Licenses, Etc.):

High School Diploma or equivalent combination of education and experience required.

Computer Skills:

Prior word processing, spreadsheet and internet software experience including proficiency with MS Excel and MS Word required.

Experience:

One to two years Call Center Supervisory experience. Experience with contact center software and related reporting.

Specific Job Knowledge, Skill and Ability:

• Ability to review the work of others
• Ability to communicate effectively with customers and team members verbally and in writing
• Strong analytical and critical thinking skills, with the ability to identify and resolve issues quickly.
• Familiarity with Call Center software, technology, and contact center operation fundamentals.
• Knowledge of customer service principles and practices.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customer or fellow employees
• Ability to apply common sense understanding to carry out instructions
• Specific vision abilities required by this job include close vision
• Ability to sit for prolonged periods of time, use hands, talk, hear and occasionally walk and reach with hands or arms

Benefits at LogixHealth:

We offer a comprehensive benefits package including health, dental and vision, 401(k), PTO, paid holidays, life and disability insurance, on-site fitness center and company-wide social events.

About LogixHealth:

At LogixHealth we provide expert coding and billing services that allow physicians to focus on providing great clinical care. LogixHealth was founded in the 1990s by physicians to service their own practices and has grown to become the nation’s leading provider of unsurpassed software-enabled revenue cycle management services, offering a complete range of solutions, including coding and claims management and the latest business intelligence reporting dashboards for clients in 40 states.

Since our first day, we have had a clear vision of a better healthcare system and have continually evolved to get there. In addition to providing expert revenue cycle services, we utilize proprietary software to provide valuable financial, clinical, and other data insights that directly improve the quality and efficiency of patient care.

At LogixHealth, we’re committed to Making intelligence matter through our pillars of Physician-Inspired Knowledge, Unrivaled Technology and Impeccable Service.

To learn more about us, visit our website https://www.logixhealth.com/.

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