Radiology Contact Center Supervisor

Stamford Health•Stamford, CT

20d•Onsite

About The Position

Stamford Health, a well-established, award winning Healthcare System with multiple locations in CT has an opportunity for a Radiology Contact Center Supervisor in Stamford, CT. As a Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer: Competitive salary Comprehensive, low-cost health insurance plans available day one Wellness programs Paid Time Off accruals Tax deferred annuity and (403b) pension plan Tuition reimbursement Free on-site parking JOB SUMMARY: The Radiology Contact Center Supervisor is responsible for the direct supervision of the Radiology Central Scheduling Representatives that are responsible for scheduling all outpatient Radiology and Imaging examinations using EPIC. The Radiology Contact Center Supervisor will also provide cross coverage as needed for the Centralized Contact Center. This position is expected to assure and deliver consistent employee performance that achieves the highest level of satisfaction to patients, physicians’ offices, and outside facilities to achieve Radiology Budgeted Volume Goals and Contact Center Key Performance indicators. The Radiology Contact Center Supervisor will ensure accuracy of scheduling, collecting and processing patient demographics and clinical information pertinent to the requested exam as per the Radiology Administration Department policies and procedures. The Radiology Contact Center Supervisor will also perform routine performance reviews, generate reports, participate in daily supervisory and onboarding activities, including effective collaboration with Radiology, Contact Center Leadership, physicians from Stamford Health and/or outside organizations. In addition, the Radiology Contact Center Supervisor will apply quality standards to listen and score representative calls as needed, audit appointments, coach front-line employees based on Quality observations and overall performance, follow guidelines set forth in the Quality Definitions Document, calibrate with other team members, and inform Contact Center leadership of trends that arise.

Requirements

Associate degree required; Bachelor’s degree preferred
Must have one to three years of direct experience in team supervision, preferable within a Contact Center Healthcare environment.
1 to 2 years Call Center/Customer Service experience is required, preferably within a Healthcare setting.
Healthcare experience within a hospital, clinic, or specialty/primary care practice is highly desirable, but not required.
Must have strong computer skills with a proven understanding of (1) Healthcare systems (e.g., scheduling and electronic health record software), (2) Microsoft Office desktop applications, and Contact Center systems (e.g., WFM, Cisco systems, etc.).
Strong written and oral communication skills
Proficient with Microsoft Office – Word, Excel and PowerPoint
The ability to deal with the demand of a fast paced and high-volume operation

Responsibilities

Assume responsibility for direct supervision of Radiology Central Scheduling Team Leads and Representatives, including, but not limited to coaching, staff development, and assuring a positive and rewarding Patient Experience for Stamford Hospital customers.
Administer the Call Monitoring Program for the Contact Center as needed and assume responsibility for all aspects of calibrating, reporting, and communicating performance needs to management.
Identify Contact Center performance and process issues; proactively notify Contact Center leadership and present solutions for optimization.
Respond to representative/Team Lead inquiries and questions, escalated issues, and technology issues; act as a first- level escalation for callers with complex issues or who request a supervisor when the Team Lead if not available.
Maintain consistent and quality communication with Contact Center employees and practices; assure that a consistent means exists for funneling information updates to Contact Center employees.
Assist (as appropriate) in the hiring process, including participating in interviews and supporting onboarding initiatives for new employees.
Participate in multidisciplinary quality and service improvement teams as appropriate.