Supervisor Contact Center

OSF HealthCare • Peoria, IL

6h

About The Position

The Supervisor Contact Center provides direct leadership and supervision to front-line staff of the scheduling, referrals, or prior authorizations Contact Center teams. This role ensures excellent quality, productivity and customer service standards for patients and uses data and quality systems to maintain efficiency and performance of teams.

Requirements

• High School/GED
• 2 years of customer service, contact center, physician office, or health care setting
• Excellent interpersonal and communication skills
• Solid computer skills, including proficiency with Microsoft software
• Strong analytical and problem solving skills, with the ability to be detail oriented

Nice To Haves

• Associate's degree in a business or health care related field
• 1 year of experience leading a team or as a supervisor
• 1 year of experience in clinical setting, such as a physician office
• 6 months of contact center experience
• Prior experience with an EMR, specifically Epic work queues or scheduling
• Knowledge of prior authorization processes
• Knowledge of insurance benefits
• Demonstrated ability to have crucial conversations, work collaboratively with a wide variety of people, and respond to stressful situations in a calm and rational manner
• Proven ability to work in a fast-paced environment with changing priorities, with flexibility and an eagerness to support changes
• Excellent decision-making skills, with the ability to use data to drive decisions

Responsibilities

• Provide direct leadership and supervision to front-line staff of the scheduling, referrals, or prior authorizations Contact Center teams
• Ensure excellent quality, productivity and customer service standards for patients
• Use data and quality systems to maintain efficiency and performance of teams

Benefits

• A comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees