Supervisor Contact Center(Referral Coordinator Team)

IKS Health • Coppell, TX

21d • $52,000 - $55,000 • Onsite

About The Position

This position will be responsible for leading front line Referral Coordinators
in the day to day operations for the Contact Center.

The Supervisor will be primarily accountable for managing the day to day
operations, People Engagement, Process Optimization, training and enabling their
team members to deliver contractual service level outcomes.

Requirements

• Conflict Resolution: Ability to effectively manage and resolve conflicts between team members and customers.
• Emotional Intelligence: High level of emotional intelligence to manage team dynamics and customer interactions.
• Analytical Skills: Strong analytical skills to assess performance metrics and implement improvement strategies.
• Customer-Centric Approach: Strong focus on customer satisfaction and a commitment to exceeding customer expectations.
• Adaptability: Ability to adapt to changing environments and handle multiple priorities effectively.
• Remote & Onsite Team Leadership: Experience in leading and managing Onsite & remote teams, including virtual communication and collaboration tools.
• Manage Multiple Lines of Business (LOBs): Oversee the operations of multiple lines of business simultaneously, ensuring each meets its specific goals and performance metrics.
• High school Graduate Mandatory
• 4 + years of Supervisory experience in Referral Coordinator/Scheduling team/s

Responsibilities

• Ensure appropriate attendance and production from assigned resources.
• Lead the creation, maintenance, and auditing of Standard Operating Procedures (SOPs). A key expectation is the ability to translate client workflows into clear, written guides for the team.
• Monitor the Key Performance Indicators through various reports. (manual and system)
• Identify trends, areas which need improvement and plan actions to improve and maintain performance.
• Feedback and coaching teams to achieve the goal, periodic review of goals set in the action plan to gauge success, modifying plans to achieve goals.
• Monitors team member performance to maximize individual and team productivity.
• Completes scheduled and ad hoc reporting on team productivity, efficiency and effectiveness.
• Works client and patient escalations to resolution.
• Manages team members and related issues and activities.
• Aid staff retention through employee engagement activities.
• Coordinate with internal support teams for timely delivery and resolution of concerns related to client and internal team. Support teams include WFM, Quality, Training, HR, BI/ MIS, IT.

Benefits

• IKS HEALTH OFFERS A COMPETITIVE BENEFITS PACKAGE, INCLUDING HEALTHCARE, 401 (K), AND PAID TIME OFF (ALL BENEFITS ARE SUBJECT TO ELIGIBILITY REQUIREMENTS FOR FULL-TIME EMPLOYEES).
• IKS HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER AND DOES NOT DISCRIMINATE BASED ON RACE, NATIONAL ORIGIN, GENDER, GENDER IDENTITY, SEXUAL ORIENTATION, PROTECTED VETERAN STATUS, DISABILITY, AGE, OR OTHER LEGALLY PROTECTED STATUS.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED