Supervisor, Call Center

UPMC • Mechanicsburg, PA

5h • Hybrid

About The Position

The West Shore Cardiovascular Diagnostics department is seeking a Supervisor, Call Center, to lead their scheduling team, which handles all diagnostic scheduling for cardiology across Central PA. This role involves overseeing a team of 8+ individuals and ensuring the operational efficiency of the Call Center, optimizing schedule utilization in Epic, and managing the team's use of Epic templates and the Cisco phone system to facilitate patient access. The position is responsible for facilitating patient scheduling and their journey through the UPMC healthcare experience, ensuring agents possess the necessary knowledge and skills to address customer inquiries, conducting training for all scheduling staff, and efficiently processing appointment requests and resolving issues. This role requires problem-solving for provider issues and close collaboration with physician schedule coordinators and the management team.

Requirements

• Associate degree required.
• 5 years of experience in a supervisory capacity within a call center or related field.
• Requires a minimum of 2 years of experience in a medical environment in a supervisory capacity with a call center or related field.
• Equivalent years of experience will be considered in lieu of a degree.
• Working knowledge of basic medical terminology required.
• Excellent verbal and written communication skills.
• Ability to motivate and improve team performance.
• Strong customer service orientation.
• Act 34

Nice To Haves

• BA/BS preferred in a healthcare or management field.

Responsibilities

• Manages and ensures utilization and efficiency of office-based schedules.
• Maintains and confirms processes are in place to collect all relevant demographic and insurance information for the patient, promote the UPMC patient portal, and check referral requirements at the time of scheduling contact.
• Manages and defines staffing needs, interviews, hires, trains, evaluates, and manages personnel for the assigned call center departments in conjunction with all deadlines, goals, and customer service excellence guidelines of the UPMC organization.
• Maintains and monitors call center performance, quality, and performance (Epic and Cisco); identifying and resolving issues, preparing and completing action plans, reports, and completing random call audits.
• Develops collaborative relationships within Central PA UPMC HVI departments and providers supported by the call center.
• Engages in open communication with CBO education and training personnel regarding information systems and payers.
• Communicates UPMC organizational and Epic changes to staff for proper implementation.
• Performs in accordance with system-wide competencies/behaviors.
• Performs other duties as assigned.

What This Job Offers

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