Patient Call Center Supervisor - Richmond Hill

PATIENT CALL CENTER SUPERVISOR

WHO WE’RE LOOKING FOR

Spectrum Vision Partners (“SVP”) and OCLI Vision (“OCLI”) work together to provide world class eye care to our patients to improve lives. SVP, the management services team, supports OCLI vision, one of the largest multi-specialty ophthalmology networks in the U.S. Our unique model and collaborative culture differentiate us in the marketplace and in our service to our patients. We build our culture one hire at a time, and we focus on building great teams and keeping our employees happy. We promote from within and offer fantastic benefits and PTO!

THE OPPORTUNITY AT HAND

We are looking for passionate and empathetic people to join our Call Center. As the Patient Call Center Supervisor, you will play a vital role in the level of service our patients receive by providing unparalleled customer service. This full-time position is responsible for knowledge and performance of all Patient Call Center Coordinators and responsible for the effective management of our high-volume patient scheduling Call Center. You will assist the Call Center Director in daily operations of the Patient Call Center department. You have a positive attitude and are motivated to provide an excellent experience and establish a culture of service excellence, focusing on patient, physician, and colleague satisfaction and engagement.

OUR EXPECTATIONS OF YOU

• Manages all material, financial and human resources within assigned area(s)
• Oversees orientation and training for new employees
• Provides NextGen, GloCom, Brevium and all other Call Center protocol training for Call Center staff
• Assists Director as resource for internal customers regarding complaints and concerns and acts as an escalated resource for external customer issues.
• Monitors real time team performance to drive service level goals.
• Assists Director in monitoring/scoring/coaching of Patient Call Center Coordinator phone calls for call quality and accuracy.
• Provides feedback to Director for annual performance reviews
• Assists with candidate interview process
• Works collaboratively & courteously with all other departments to ensure a positive patient experience
• Serves as point person for software and process/protocol questions or concerns
• Performs various administrative functions and other duties/projects as assigned

WHAT YOU'LL NEED TO SUCCEED

• Previous customer service experience– Able to manage difficult or emotional customer situations
• You can focus on solving conflict, not blaming and maintain confidentiality
• Must be proficient in relevant computer applications (MS Word, Excel, PowerPoint, Google Suite, etc.) as well as data entry/typing & computerized scheduling systems (EMR/EHR)
• Associate or bachelor’s degree in a health industry discipline such as Business Administration, Hospital Administration, Public Administration, or other related fields of study preferred
• Minimum 3 years' ophthalmology/eye care/health care practice experience as a Team Lead
• Must be able to multitask and manage resources across multiple activities with varying workloads
• Excellent communication skills including verbal, written, active listening and interview skills
• Experience developing and/or improving workflows
• Bilingual; English/Spanish preferred but not required

WHO WE ARE

Our globally recognized healthcare team is comprised of some of the top minds in ocular medicine. Our senior management team has a combined 200 years of eye industry experience collaborating with some of the most recognized practices in the nation. While our providers have the expertise to diagnose and treat complex ocular, oculoplastic, and retinal conditions, we’re also uniquely qualified to provide care for our patients from childhood though adulthood. We build relationships with our patients that last a lifetime.

With nearly 1,400 employees, we support over 50 clinic locations, five state-licensed ambulatory surgery centers, and over 110 surgeons, doctors, and other medical professionals. Our brands include OCLI Vision, Island Eye Surgi-center, New Vision Cataract Center, AIO, and others.

At Spectrum Vision Partners we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status. With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all of our team members to uphold these commitments.