Call Center Supervisor

The Urology Group•Blue Ash, OH

2d•Onsite

About The Position

The Call Center Supervisor is in charge of overseeing a team of call center representatives, monitoring their performance, providing feedback and coaching, and resolving any issues that arise during the calls. The Call Center Supervisor also communicates with other supervisors and managers to ensure consistency and alignment across the call center.

Requirements

Excellent verbal and written communication skills.
Excellent organizational skills and attention to detail.
Customer-oriented with ability to remain calm in difficult situations.
Strong problem-solving skills.
Skill in using computer programs and applications including Microsoft Office.
Complies with HIPAA regulations for patient confidentiality.
Ability to work independently and manage deadlines.
Previous call center experience.
Previous work experience in healthcare - medical group practice strongly preferred.

Nice To Haves

Associate or higher degree preferred.

Responsibilities

Answers staff questions and provides guidance and feedback.
Takes over calls when needed if escalated for customer service satisfaction.
Measures performance with key metrics such as call abandonment and call waiting.
Oversees staff work schedule to ensure proper skill mix and adequate staffing levels are maintained during each workday.
Manages staff performance, provides real-time coaching and feedback, and holds individuals accountable to meet or exceed the performance standards.
Resolves any technical issues that affect the call center representatives or the customers.
Performs other position related duties as assigned.
Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.