Contact Center Supervisor - Northern Virginia - Hamaker Court

Children's National Hospital • Alexandria, VA

5d • $58,344 - $97,240 • Onsite

About The Position

Under the direction of the Sr. Practice Operations Manager, this role is responsible for managing the day-to-day operations of the assigned Call Center Queue. The supervisor is responsible for maintaining a productive and professional environment with regards to appointment scheduling for a group of designated departments utilizing the scheduling guidelines. This role promotes excellent internal and external customer relations, supervises the performance of the staff, and implements Call Center policies and procedures to achieve high customer satisfaction.

Requirements

• Associate degree or equivalent experience in a related field (Required)
• 3 to 5 years of related and progressive experience; health care experienced (Required)
• Excellent interpersonal and written communication skills required.
• Excellent consumer relations and customer service skills required.
• Good supervisory skills and ability to delegate and follow through with assignments is essential required.

Nice To Haves

• Bachelor's Degree (Preferred)
• 1 year Supervisory experience in a customer contact service/Call Center (Preferred)
• Knowledge of Hospital and/or clinic operations very helpful

Responsibilities

• Manages Call Center performance standards
• Ensures performance meets the level of service requirements set for the call center.
• Monitors call center statistics to ensure that service level and call response time objectives are met.
• Identifies/communicates customer satisfaction and complaints and other issues related to the call center to senior manager.
• Coordinates daily activities of staff with regard to workload requirements and staff level.
• Monitors the ACD queue performance daily and take appropriate action to ensure the highest customer satisfaction
• Acts as the Call Center liaison with designated departments and attends operations meetings as requested
• Responds to patient or physician complaint regarding appointment scheduling
• Performs quality control of incoming calls; monitors live calls and provide timely feed back.
• Provides troubleshooting, problem-solving and backlog reduction expertise to staff.
• Monitors staff performance regularly and provide feed back to staff and take appropriate action as necessary.
• Monitors appointment and registration quality, reporting problems and recommending solutions to ensure standards are met
• Reviews and monitors templates/ schedules to ensure that departmental and individual providers scheduling guidelines are met.
• Promotes awareness and adherence to organizational, state and federal regulatory standards such as JACHO, HIPAA and CNMC policies and procedures.
• Participates in the ongoing assessment of Practice Operations and Call Center policies and procedures to establish continued success.
• Sets clear goals and objective measures for performance.
• Monitors staff performance and progress and assesses strengths and weaknesses.
• Determines training needs based on performance measurement.
• Provides adequate training.
• Conducts performance evaluations.
• Provides ongoing coaching.
• Maintains adequate staffing level and professional environment
• Assists Call Center manager in developing appropriate budgets for areas of responsibility.
• Evaluates and recommends purchase of new equipment needed to improve processes and maximize productivity.
• Implements actions to facilitate meeting budget requirements and administers programs within budgetary guidelines.

Benefits

• Comprehensive health coverage, including medical, prescription, infertility, and transgender health services.
• Generous paid time off, including vacation accrual from day one, sick leave, holidays, and a personal day.
• Financial wellness support, including a 401(k) plan and healthcare and dependent care spending accounts.
• Employer-paid life, AD&D, and long-term disability coverage, with optional supplemental plans.
• Additional perks, including tuition assistance, fitness resources, employee assistance, commuter benefits, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree