Supervisor, Patient Contact Center- Surgery- Remote

The US Oncology Network•Dallas, TX

2d•Remote

About The Position

The US Oncology Network is looking for a Supervisor, Patient Contact Center to join their team at Texas Oncology. This full-time position will support the Surgical Pod. This is a Remote position, but you must reside in the state of Texas. As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care to patients close to home. Texas Oncology is the largest community oncology provider in the country and has approximately 530 providers in 280+ sites across Texas. The US Oncology Network is one of the nation’s largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care.

Requirements

High school diploma or equivalent
Two years of supervisory experience in a fast-paced contact/call center environment.
Experience with an Electronic Medical Record (EMR) system; healthcare operations and regulations.
Proficiency in Microsoft Office and contact center software.
Strong leadership skills to inspire and motivate the team to achieve their goals. Also create a positive and supportive work environment and provide clear direction and guidance.
Be able to communicate effectively with their team, other departments, and customers thru active listening and providing constructive feedback to the team.
Strong understanding of customer service principles and be able to provide guidance and support to their team to ensure high-quality customer service delivery.
Strong analytical skills to analyze data and metrics related to team performance, identify areas for improvement, and develop strategies to improve team performance.
Excellent time management skills to ensure that their team meets established goals and objectives within deadlines.
Strong problem-solving skills to resolve complex customer issues and identify root causes of problems and develop solutions to prevent them from happening again.
Proficient in contact center software, including call center management systems, customer relationship management (CRM) software, and workforce management software.
Provide effective coaching and training to their team to help them improve their performance, increase their productivity and enhance their skills.
Ablity to adapt to changes and be flexible in their work hours and work environment, including working remotely and managing virtual teams.
Being a team player who can work collaboratively with other departments and team members to achieve common goals and objectives.

Nice To Haves

Associates degree or above in a related field preferred.
Experience working with virtual team members preferred.
Previous healthcare experience and familiarity with medical terminology preferred.

Responsibilities

Supervise and manage a team of contact center representatives in providing high-quality customer service to clients
Monitor and evaluate team performance, identify areas for improvement, and provide coaching and training as necessary
Ensure that the team meets established goals and objectives for customer satisfaction, call volume, and quality of service
Maintain accurate records and documentation of team performance and progress
Coordinate with other departments and team members to resolve complex customer issues and ensure timely resolution
Maintain a positive and professional work environment for the team, including fostering open communication, providing support and guidance, and promoting team building activities
Ensure compliance with all company policies and procedures, as well as applicable regulations and laws
Perform other duties as assigned by the Contact Center Manager