Call Center Supervisor

Harbor Health Services, Inc.•Boston, MA

1d•$56,888 - $85,383•Onsite

About The Position

Harbor Health Services is an innovative, growing, mission-based organization that lives, serves and collaborates with our community members to achieve our mission to help individuals reach their full potential through access to local, affordable services that promote health. Harbor provides medical, behavioral health, dental, and support services to more than 34,000 patients in Boston, the South Shore, and Cape Cod. Harbor Health also operates two Programs for All-Inclusive Care for the Elderly in Mattapan and Brockton and a Woman, Infants and Children (WIC) Nutrition Program. To help further the mission of Harbor, we are looking for an talented Call Center Supervisor to join our team! The Call Center Supervisor is responsible for supporting the operations of the Harbor Health consolidated Call Center. Hours will be on site at our health center located in Dorchester.

Requirements

High School Diploma/GED
1 or more years of experience in the management of a Call Center
1 year of experience directly supervising staff
Computer Literate with Intermediate skills in Excel, Word and Outlook and Teams
Excellent verbal and written communications skills and customer service skills

Nice To Haves

EPIC/OCHIN experience preferred

Responsibilities

Ensures efficient and effective day to day operations of the Call Center.
Participates in the planning, coordinating and/or supervising of all Call Center functions.
Daily responsibility for the scheduling and realignment of staff to ensure effective coverage for call answering and appointment making functions.
Ensures all related processes are functioning properly including transferring calls; effectively solving problems and troubleshooting issues
Assists in the implementation and monitoring of the new initiatives.
Monitors daily call volumes, running daily and weekly performance reports.
Responsible for the hiring, direct supervision and management of Call Center staff.
Provides orientation and training and on-going education for all Call Center staff.
Provides coaching on quality control evaluations.
Trains and prepares Call Center Agents to respond to patient questions and complaints and troubleshoots problems with services offered as needed.
Ensures agents understand and comply with all call center objectives, performance standards, and policies.
Answers agent and other Harbor Health staff questions and inquiries regarding best practices, difficult calls or investigations.
Identifies operational issues and suggests possible improvements.
Monitors and evaluates agent performance, provides learning and/or coaching opportunities, and takes corrective action, if necessary.
Prepares reports and analyzes data to assist management as they determine call center goals.
Works with Director of Patient Access or designee to support call center operations and performance; conducts interviews and hires candidates.
Approves time cards for Call Center Agents each pay period in a timely manner.