Supervisor, GI Call Center

Beth Israel Lahey Health•Boston, MA

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Job Summary: Coordinates the administrative aspects, supervises staff and facilitates the daily operation of a Patient Service call center with commitment to providing the highest quality of service to patients, providers, and others.

Requirements

High School diploma or GED required.
Bachelor's degree preferred.
5-8 years related work experience required and 0-1 years supervisory/management experience required
Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint or Access and other web-based applications.
May produce complex documents, perform analysis and maintain databases.
Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
Independence of Action: Ability to set goals and priorities for functional area. May make recommendations for department policies, practices and programs. Manager or Director provides broad guidance and overall direction.
Written Communications: Ability to communicate complex information in English effectively in writing to all levels of staff, management and external customers across functional areas.
Oral Communications: Ability to verbally communicate complex concepts in English and address sensitive situations, resolve conflicts, negotiate, motivate and persuade others.
Knowledge: Ability to demonstrate broad and comprehensive knowledge of theories, concepts, practices and policies with the ability to use them in complex and/or unprecedented situations across multiple functional areas.
Team Work: Ability to act as a team leader for small projects or work groups, creating a collaborative and respectful team environment and improving workflows. Results may impact the operations of one or more departments.
Customer Service: Ability to lead operational initiatives to meet or exceed customer service standards and expectations in assigned unit(s) and/or across multiple areas in a timely and respectful manner.
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally

Responsibilities

Participates with management in planning and implementation of goals, programs and objectives, personnel, resources and equipment of the Patient Service Center.
Implements and coordinates all operational and administrative processes for the Center.
Collects, analyzes and reports all Service Center data, including inbound calls, e-mail, and facsimile messages, to ensure that the Center is run efficiently and resources utilized optimally.
Reviews all emergency call handling procedures and ensures prescribed practices are employed relative to the execution of all emergency calls.
Generates ACD reports; collects and analyzes data and provides follow-ups as dictated.
Prepares reports for division management and others on a consistent and ongoing basis.
Oversees the maintenance of appropriate databases and clinical information required by the Patient Service Center (i.e. Clinical Daily Schedule Sheets, Staff Hierarchy database, Log-in passwords/Names for ACD Reports, etc.).
Prepares detailed staff schedules.
Organizes the work of support staff, coordinating and prioritizing workflow.
Monitors Patient Service Representatives to ensure a consistency of quality on all call processing.
Motivates and coaches staff actively and on a real time basis through effective and hands on leadership.
Provides training to develop customer service and problem-solving skills.
Monitors and executes Patient Site requests in a timely manner.
Investigates and resolves patient/staff concerns regarding the Patient Service Center.
Provides feedback to Patient Service Representatives to improve performance and patient/staff satisfaction.
Documents, prepares reports and meets with Patient Service Representatives regarding individual performance and expectations.
Conducts initial 3-month and 6-month performance evaluations, and annual performance development reviews in collaboration with the Operations Manager.
Works with division management in the development of new or modified service center policies and procedures and develops strategies to effect changes in the staffing, applications, equipment, and/or procedures to enhance operations.
Has the authority to direct and support employees daily work activities.
Has authority to undertake or recommend the following employment actions: hiring, termination, corrective action and performance reviews.