Supervisor Contact Center

Advocate Health and Hospitals Corporation • Elm Grove, WI

14h • Hybrid

About The Position

The Supervisor Contact Center is responsible for building strong relationships with stakeholders, developing staffing plans, and ensuring the efficient use of resources. This role oversees the fulfillment of performance metrics for the department, including productivity, patient experience, and quality standards. The supervisor will manage teammate performance, handle assigned action reports and complaint management, and ensure compliance with departmental policies and standard work. This is a remote position with occasional in-person meetings required.

Requirements

• High School Diploma or GED required
• Excellent written and oral communication skills required
• Strong management skills required
• Demonstrates knowledge of the principles of growth and development and demonstrates the skills and competency appropriate to the ages, culture, developmental stages, and special needs of the patient population served.
• Will limit access to protected health information (PHI) to the information reasonably necessary to do the job.
• Will share information only on a need to know basis for work purposes.
• Access to verbal, written and electronic PHI for this job has been determined based on job level and job responsibility within the organization.
• Computerized access to PHI for this job has been determined as described above and is controlled via user ID and password.

Nice To Haves

• Bachelor's degree preferred
• Customer service, call center or supervisory experienced preferred
• One year health care experience setting preferred

Responsibilities

• Builds strong relationships with all relevant stakeholders.
• Develops staffing plans and engages in the selection process, in cooperation with manager, to maximize use of resources.
• Updates master resources and documentation utilized by teammates.
• Understands and has a working knowledge of all workflows and technologies used within the department.
• Oversees fulfillment of performance metrics for the department, to include productivity, patient experience and quality standards.
• Manages teammate performance and assigned action reports/complaint management.
• Responsible for compliance with policies and standard work for the department to ensure metrics are met and processes are appropriately followed.

Benefits

• Competitive compensation
• Generous retirement offerings
• Programs that invest in your career development
• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

What This Job Offers

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