Contact Center Supervisor I Kelsey Seybold Clinic Patient Access Center Remote

Kelsey-Seybold Clinic•Brookside Vl, TX

4d•Remote

About The Position

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation’s leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together. The Contact Center Supervisor I (CCS I) provides leadership, coaching, development and support to their team of Healthcare Service Representatives (HSRs) to attain Contact Center service and performance goals. Primary Responsibilities: This position is responsible for identifying training and performance needs, monitoring phone and work queue performance, developing action plans for improving and sustaining team performance as well as participating and completing special projects as assigned The Supervisor I partners with the Workforce Management Team to ensure effective resource planning to maximize productivity of their team The CCS I works closely with clinic partners and serves as an escalation point for providers and clinical staff The CCS I position is responsible for ensuring that Corporate and Contact Center policies are followed as well as helping to identify and execute changes in policy and procedures The CCS I is expected to set the example of living the Kelsey-Seybold values of quality and care You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Requirements

2+ years of equivalent work experience
2+ years of supervisory experience in a contact center environment (or equivalent experience)
1+ years of experience as a Team Lead or Coordinator in Kelsey-Seybold Contact Center
Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word
Knowledge and experience with Contact Center technologies including Call Routing and Workforce Management systems

Nice To Haves

Associate’s degree in business, Health Care or 3 years of supervisory experience in a Health care related contact center or 1 year of supervisory experience in a Kelsey-Seybold Contact Center
Experience and knowledge of Cisco
Experience and knowledge of Calabrio Workforce Management system
Fluent in Conversational Spanish

Responsibilities

identifying training and performance needs
monitoring phone and work queue performance
developing action plans for improving and sustaining team performance
participating and completing special projects as assigned
partnering with the Workforce Management Team to ensure effective resource planning to maximize productivity of their team
working closely with clinic partners and serves as an escalation point for providers and clinical staff
ensuring that Corporate and Contact Center policies are followed as well as helping to identify and execute changes in policy and procedures
setting the example of living the Kelsey-Seybold values of quality and care