Supervisor Contact Center

American Addiction Centers • Elm Grove, WI

2d • $25 - $38 • Hybrid

About The Position

The Supervisor Contact Center role is a full-time position within the Value Enablement Services department, focusing on Value Based Patient Outreach. This role is responsible for building stakeholder relationships, developing staffing plans, updating resources, and overseeing department performance metrics. The supervisor will manage teammate performance, handle complaints, and ensure compliance with policies and standard work. The position requires excellent communication and management skills, with a preference for candidates with customer service, call center, or supervisory experience, as well as healthcare experience. The role also emphasizes understanding patient population needs and protecting protected health information (PHI).

Requirements

• High School Diploma or GED required
• Excellent written and oral communication skills required
• Strong management skills required
• Must be able to lift up to 30 pounds.
• Must have intact senses of sight and, hearing.
• Must be able to speak and articulate clearly.

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 teammates 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.
• 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.

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