Call Center Supervisor (Chesapeake Specialty Care)

University of Maryland Faculty Physicians•Baltimore, MD

3d•Hybrid

About The Position

The Call Center Supervisor is responsible for overseeing the daily operations of the call center team within the ENT practice. This position ensures exceptional patient service, efficient scheduling practices, quality assurance, staff training, performance management, and compliance with organizational policies. The Call Center Supervisor serves as a resource for team members, assists with escalated patient concerns, and collaborates with clinical and administrative leadership to optimize patient access and communication.

Requirements

High school diploma or GED required
Minimum three (3) years of customer service, call center, medical office, or healthcare experience required.
Knowledge of medical terminology and healthcare office workflows required.
Proficiency in Microsoft Office and electronic medical record (EMR) systems.
Strong leadership, coaching, and team development skills.
Excellent verbal and written communication skills.
Strong organizational skills and attention to detail.
Ability to maintain confidentiality and comply with HIPAA requirements.

Nice To Haves

associate degree or bachelor's degree preferred.
Minimum one (1) year of supervisory or leadership experience preferred.
Previous appointment scheduling experience in a multi-provider healthcare setting preferred.

Responsibilities

Supervise and support daily operations of the call center team.
Monitor call volumes and staffing levels to ensure service goals are met.
Train, mentor, and evaluate call center representatives.
Conduct performance reviews and provide coaching to improve employee performance.
Assist with recruiting, interviewing, onboarding, and retention efforts.
Monitor productivity metrics, including call volume, hold times, abandonment rates, and scheduling accuracy.
Ensure team members understand provider schedules, scheduling templates, and practice workflows.
Handle escalated patient concerns and assist with conflict resolution.
Ensure accurate documentation of patient interactions within the EMR.
Collaborate with providers, clinical staff, and administrative leadership regarding workflow changes.
Generate departmental reports and communicate performance metrics to leadership.
Maintain confidentiality of patient PHI and comply with HIPAA requirements.
Support a culture of exceptional customer service and patient satisfaction.
Perform all other duties as assigned.