Supervisor Contact Center

Baylor Scott & White Health•College Station, TX

About The Position

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values are: We serve faithfully by doing what's right with a joyful heart. We never settle by constantly striving for better. We are in it together by supporting one another and those we serve. We make an impact by taking initiative and delivering exceptional experience. The Supervisor Contact Center oversees daily tasks and department activities of the Contact Center team. They guide efforts to train, retain, and engage committed team members. The goal is to improve service levels, quality, and customer experience. They teach efficient work processes involving standard contact center technology, an electronic health record (EHR), and HIPAA compliance.

Requirements

Associate's or 2 years of work experience above the minimum qualification
4 Years of Experience

Responsibilities

Supervises the daily schedules, functions, and responsibilities of their Contact Center team. This includes administrative, technical, and auditing tasks. It covers call metrics, development, performance, and quality service delivery.
Perform human resource actions like interviews, onboarding, training, and performance evaluations. Focus on development, coaching, reward and recognition, and managing leaves with the Absence Center. Administer policies and procedures, allocate work, and improve individual and team performance.
Designs and contributes to standard processes and procedures for optimal operations, quality, and customer experience outcomes.
Monitors the work and quality of team member activities to assure compliance to processes and procedures.
Identifies training needs and works to deliver or coordinate training to ensure high quality improved outcomes.
Facilitates, demonstrates, and maintains collaborative relationships within the Contact Center. Works with clinic operations and other departments to ensure team and manager engagement in improving service, quality, and safety outcomes.
Examine data to find trends and gaps. Develop and oversee action plans. Proactively engage the right people to improve performance and outcomes.
Communicates trends and gaps effectively to all levels. This includes Contact Center administrators, peers, team members, clinic operational administrators, and other departments.
Provides ongoing, effective, two-way feedback to promote a healthy work environment. Resolves questions, concerns, or issues within the team, clinics, departments, or with customers. Identifies and addresses root causes to prevent escalation and recurrence.
Addresses real-time customer issue escalations.
Creates and sustains a healthy work environment for team members. Fosters a culture of physical and psychological safety.
Team members should feel safe and empowered to speak up. They should raise concerns, express ideas, and ask questions for team and customer safety.
Prioritize work in a fast-paced, high call volume, and often ambiguous environment. Sometimes perform team members' tasks for department success.
An effective listener who is responsive to team members and colleagues.
Possess excellent critical thinking, verbal, and written communication skills. Pay attention to detail and require minimal guidance. Synthesize complex issues and provide summary information to contact center managers, peers, team members, clinic operational staff, and other departments.
Proficient in technical skills and industry-standard contact center technology. This includes voice, email, chat, CRM, EHR, and Microsoft's applications like Outlook, Teams, Word, Excel, and PowerPoint.
Troubleshoot basic technical issues for team members. Coordinate with IS teams for escalation and resolution when needed.
General understanding of primary and specialty care functions, medical terminology, and common prescription names when communicating with customers and patients.
Skilled at developing, deploying, and monitoring standard work processes and procedures.
Train, coach, and evaluate staff performance. Communicate goals and have regular performance discussions. Handle difficult conversations, including corrective actions and possible terminations.
Ability to effectively mentor team members to prepare them for the next step in their career development.
Ability to adapt to and communicate change to engage team members for acceptance and adoption and ongoing monitoring.
Ability to work effectively with a variety of people and personalities to promote diversity and inclusion.