Supervisor, Patient Service Representatives Call Center
About The Position
Join us in leading a mission‑driven team committed to innovation, collaboration, and continuous development. The Supervisor, Call Center PSRs oversees the daily operations of a centralized call center supporting Family Medicine, Sexual Health, Gynecology, HIV, and Hep C services. This position ensures patients receive timely, accurate, compassionate, and culturally responsive access to care by directly supervising PSRs, optimizing workflows, and upholding clinical, regulatory, and organizational standards. The supervisor plays a vital role in shaping a positive patient experience across high‑volume, high‑sensitivity service lines, balancing productivity expectations with quality, confidentiality, and trauma‑informed communication. This position works closely with clinical leadership, nursing, scheduling, and operations teams to ensure seamless coordination and an exceptional patient experience.
Requirements
- Strong leadership, communication, and problem‑solving skills.
- Ability to manage multiple priorities in a fast‑paced environment.
- Strong interpersonal skills and commitment to delivering compassionate, culturally responsive customer service.
- Ability to support a diverse patient population with sensitivity and professionalism.
- Experience using Epic EMR (minimum 2 years required).
- High school diploma or equivalent required; Associate’s or Bachelor’s preferred.
- Minimum 2 years of experience in a call center or customer service environment.
- Minimum 1 year of supervisory or lead experience required.
- Minimum 2 years of Epic EMR experience required.
- Commitment to the mission, vision, One Trillium values, and behaviors.
- Ability to maintain confidentiality of all patient, client, employee, protected, and proprietary information.
- Participation in compliance audits, quality improvement plans, and continuous improvement initiatives.
Responsibilities
- Oversee day‑to‑day operations of the centralized call center supporting multiple primary care and specialty service lines.
- Monitor and analyze call center performance metrics including call volume, abandonment rates, response times, scheduling accuracy, Epic documentation quality, and patient satisfaction indicators.
- Identify trends, barriers, and opportunities for improvement; implement process improvements to enhance access, efficiency, and patient experience.
- Serve as an escalation point for complex or challenging calls.
- Ensure accurate and timely documentation of patient interactions in Epic EMR and call‑tracking systems.
- Collaborate with leadership and other departments to improve processes and implement quality initiatives.
- Develop and maintain staffing schedules to ensure adequate coverage.
- Conduct regular team meetings and provide ongoing training and development opportunities.
- Participate in recruitment, onboarding, and performance evaluations for call center staff.
- Promote a positive, inclusive, and team‑oriented work environment.
- Provide direct supervision, coaching, and performance management for Call Center PSRs, fostering accountability, engagement, and professional growth.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
101-250 employees
