Call Center Supervisor

Esperanza Health Center•Philadelphia, PA

1d•Onsite

About The Position

Under the direct supervision of the Practice Administrator, the Call Center Supervisor is responsible for the daily operations of the Esperanza Call Center and for the supervision of the Call Center Team (Clerical Assistants/Phone Operators) and Remote Phone Operators. The Call Center Supervisor establishes goals for call center response rates, oversees the patient texting service, and provides patient and staff support for web portal registration and use. The Call Center Supervisor trains the Call Center Team individually and as a team, monitors customer satisfaction, and provides coaching as needed to enhance teamwork and individual performance. The Call Center Supervisor is responsible for preparing reports on the Call Center and web portal operations and set goals for enhanced communication capabilities. The Call Center Supervisor is a member of the Clerical Department Management Team and is responsible for other duties as assigned by Supervisor.

Requirements

Bachelor degree in relevant field or equivalent experience.
3-5 years supervisory experience in customer service environment.
Ability to lead a team toward setting and accomplishing goals.
Ability to conduct team and individual training; ability to do on-the-job training with tact and effectiveness.
Experience with preparing data driven reports for upper management.
Solid record of timeliness and reliability in a work setting.
Solid experience with Microsoft applications and use of computer.
Ability to integrate Christian faith with relationships with co-workers and patients and share the hope of Christ with others.

Nice To Haves

Bilingual English and Spanish preferred.

Responsibilities

Manages the daily operations of the Esperanza Call Center.
Assigns work to Call Center Team, including Remote Phone Operators.
Ensures patient access to needed appointments and other EHC resources by monitoring Call Center workflow and coaching individual team members as needed.
Assists Call Center Team with patient advocacy; advocates directly for patients.
Assists Call Center Team with difficult callers; works to establish and maintain appropriate boundaries.
Works with IT on connectivity issues.
Monitors productivity in real time and creates weekly activity reports.
Provides supervision and training of the Call Center Team.
Supervises and coaches Call Center Team, including Remote Phone Operators.
Interviews potential applicants.
Develops training materials for new and existing team members.
Conducts weekly Call Center staff meetings as needed.
Conducts performance evaluations. Provides discipline and encouragement as needed.
Processes time-off requests and payroll for call center staff.
Instructs Call Center Team on the established goals and generates with the team ways to achieve the goals quarterly.
Assign Call Center Agents to work on projects/assignments to support clinic operations as needed.
Oversees the patient texting service.
Ensure that daily text message responses are reconciled within Centricity scheduling.
In conjunction with Office Managers, QA coordinator and CHW team, send text messages regularly to patient populations overdue for care.
Patient Portal.
Develop/refine portal response workflows and forms in collaboration with Portal Management team.
Develop/refine patient and staff education materials.
Oversees quality assurance measures and reporting.
Sets performance and continuous improvement goals with the assistance of Supervisor and input of the Call Center team.
Prepares quarterly and annual reports.
Contributes to the Clerical Department Management Team.
Attends team meetings; occasionally lead the team as assigned by Supervisor.
Substitutes for office manager as needed, serving on office rotation for certain duties (locking up, cash, etc.).
Participates in selected meetings (Quality Assurance, Department Meetings, etc.) as assigned by Supervisor.
Other duties as assigned by Supervisor.