Unit Supervisor

Texas Tech University • El Paso, TX

4d • Onsite

About The Position

Supervises and coordinates activities of personnel engaged in carrying out departmental objectives in a unit of a department. Texas Tech Health El Paso (TTEP) is not considering applications from individuals who require sponsorship for an employment visa, including those with H1B visas or those currently on student or postgraduate visas. Additionally, this position is not eligible for remote or hybrid opportunities. All work is required to be performed onsite at TTEP. Supervise daily operations in the Patient Call Center, ensuring efficiency, quality and performance targets are met. Monitor conversations between call center representatives and customers to ensure adherence to quality standards and customer satisfaction. Handle and resolve escalated customer complaints and issues. Promptly elevate customer concerns to leadership as required. Implement and review patient call center protocols, procedures and guidelines at the direction of the Contact Center Director. Conduct all performance evaluations for assigned patient call center staff by required deadlines; identify trends and areas for improvement; and ensure all assigned staff remain current on all mandatory requirements (e.g., compliance training, etc.). Liaise with other departments as required to ensure customer issues are resolved and services are delivered efficiently. Communicate information from management to staff, and vice versa. Foster a positive and motivated work environment, promoting team collaboration, professionalism and high morale. Work directly with Human Resources in recruitment and training of new employees; performance management and development of employees; and issuing formal disciplinary action up to and including termination. Provide excellent customer service to internal and external customers through prompt response and courteous communication. Maintain confidentiality of all patient information in compliance with HIPAA regulations. Maintain currency with all required licensure, certifications, compliances and mandatory trainings, etc. required of the position. Adhere to all policies, procedures and practices (Regents Rules, TTUS, HSECEP OPs, etc.). Personally consistently, demonstrate, display and act in accordance with TTUHSC EP's Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork). Serve as a Value's leader while actively promoting and encouraging staff across the institution. Remains current with all licensure, certifications and mandatory compliances and trainings required of this position. Perform all other duties as assigned.

Requirements

• Experience working in an academic medical center, health sciences center or hospital.
• 3 years of supervisor experience in a patient call center to include direct responsibility for hiring and training of employees and conducting performance.
• Bachelor's degree plus two years of job-related experience; OR a combination of education and/or experience to equal six years.

Responsibilities

• Supervise daily operations in the Patient Call Center, ensuring efficiency, quality and performance targets are met.
• Monitor conversations between call center representatives and customers to ensure adherence to quality standards and customer satisfaction.
• Handle and resolve escalated customer complaints and issues.
• Promptly elevate customer concerns to leadership as required.
• Implement and review patient call center protocols, procedures and guidelines at the direction of the Contact Center Director.
• Conduct all performance evaluations for assigned patient call center staff by required deadlines; identify trends and areas for improvement; and ensure all assigned staff remain current on all mandatory requirements (e.g., compliance training, etc.).
• Liaise with other departments as required to ensure customer issues are resolved and services are delivered efficiently.
• Communicate information from management to staff, and vice versa.
• Foster a positive and motivated work environment, promoting team collaboration, professionalism and high morale.
• Work directly with Human Resources in recruitment and training of new employees; performance management and development of employees; and issuing formal disciplinary action up to and including termination.
• Provide excellent customer service to internal and external customers through prompt response and courteous communication.
• Maintain confidentiality of all patient information in compliance with HIPAA regulations.
• Maintain currency with all required licensure, certifications, compliances and mandatory trainings, etc. required of the position.
• Adhere to all policies, procedures and practices (Regents Rules, TTUS, HSECEP OPs, etc.).
• Personally consistently, demonstrate, display and act in accordance with TTUHSC EP's Values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork).
• Serve as a Value's leader while actively promoting and encouraging staff across the institution.
• Remains current with all licensure, certifications and mandatory compliances and trainings required of this position.
• Perform all other duties as assigned.

Benefits

• Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level