Call Center Supervisor - ACC Call Center (Pat Supp Call CTR Supv 1)

Ucsf Medical Center San Francisco , CA 94118

Posted 2 months ago

At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what's possible for the patients we serve a promise we share with the professionals who make up our team.

Ranked by U.S. News & World Report as seventh in the country UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.

Job Summary

This position is located in Brisbane, CA.

Involves the provision of responsive and accurate customer support for patients and physician offices in regards to patient business services related inquiries (billing, collections, admitting, etc.) May also include customer service support for scheduling, directing inquiries to other parties, and troubleshooting general issues.

Provides virtual "front-door" services such as: registration, appointment scheduling and CRM messaging. Collaborate patient services support with the Ambulatory Practices supported by the Call Center and supports the University in Process Improvements initiatives.

Adheres to and exemplifies the House and Telephone standards of the Medical Center including AIDET, Service Recovery, and PRIDE standards.

Key Responsibilities

  • Schedules and supervises activities. Ensures high levels of accuracy, quality, and customer service. Resolves escalated issues as needed.

  • Ensures sufficient coverage for completion of work within established timelines and for successful achievement of departments goals and objectives.

  • Provides orientation for new hires and ongoing training and instruction for subordinate staff to ensure professionalism, accuracy, and competence in all functions. Coaches staff on customer service skills and techniques. Interprets and explains departmental policies, procedures, and the specific responsibilities of the daily workflow.

  • Recommends personnel actions and contributes to decision-making on staffing and human resources matters, including hiring, promotions, discipline, and performance reviews.

  • Recommends improvements to operational efficiency and customer service quality.

  • Ensures that subordinate staff follows procedures and protocols with regard to privacy of patient data, proper conduct and handling of call routing and appointment-scheduling, and clear and accurate communication of information to all clients served.

  • Analyzes clerical and administrative issues. Structures policies and procedures. Gathers and summarizes data. Makes recommendations based upon data.

  • 25% of Supervisor's time is spent answering patient calls.

  • Work with Call Center reports development resource to design reports as needed for quality assurance and performance monitoring.

  • Leads regular team meetings (at least quarterly) with leads and patient service representatives to provide a forum for updates, group training, and issues discussion. Participates in Management Team Meetings, assisting in the formation of short-term and long-term goals.

  • Review all clinic protocols developed for Call Center implementation to ensure that they can be carried out effectively by Call Center personnel. Update all documentation in SharePoint within 10 business days for major updates and 48 hours for minor, critical changes such as staff or business number changes.

  • Review and sign-off on service level agreements with clinic practices.

  • Develop employee morale by developing staff development sessions, and employee recognition programs.

Required Qualifications

  • Four years of Call Center Lead or related supervision experience

  • Bachelor's Degree in related area and / or equivalent experience / training

  • Ability to supervise, schedule, and coordinate daily activities of subordinate staff, and effectively manage multiple priorities in a fast-paced environment

  • Ability to effectively communicate and convey complex information to staff and customers both verbally and in writing, and the ability to effectively motivate others

  • Working knowledge of medical, insurance, and billing terminology, to effectively oversee subordinate staff and delivery of quality customer care in phone contacts

  • Working knowledge and strong skills in all areas of providing quality customer service that result in high levels of customer satisfaction; interpersonal skills to interact and collaborate effectively with all levels of management and staff, patients and families, physician offices, and interdepartmental clinical and administrative personnel

  • Strong problem solving skills, with the ability to diffuse challenging situations and develop effective solutions

  • Strong interpersonal skills for effective supervision, including persuasiveness, active listening, and the ability to provide advice and counseling; ability to positively influence subordinates in conflict resolution, and knowledge of when to step in and assist with conflict intervention

  • The flexibility to orient and work at all UCSF Health locations

Preferred Qualifications

  • Working knowledge of human resources management policies, with the ability to evaluate and document human resources matters and performance

  • Working knowledge of all relevant policies and protocols and external regulations; knowledge of call center technology and effective operations

  • Bilingual or multilingual capability (Spanish, Cantonese, Mandarin, and Russian)

Licensure/Certification

  • N/A

Living Pride Standards

Service Excellence

  • Demonstrates service excellence by following the Everyday PRIDE Guide with the UCSF Medical Center standards and expectations for communication and behavior. These standards and expectations convey specific behavior associated with the Medical Center's values: Professionalism, Respect, Integrity, Diversity and Excellence, and provide guidance on how we communicate with patients, visitors, faculty, staff, and students, virtually everyone, every day and with every encounter. These standards include, but are not limited to: personal appearance, acknowledging and greeting all patients and families, introductions using AIDET, managing up, service recovery, managing delays and expectations, phone standards, electronic communication, team work, cultural sensitivity and competency.

  • Uses effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; acts as an escort to any patient or family member needing directions; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits team work skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach Living PRIDE standards.

  • Exhibits tact and professionalism in difficult situations according to PRIDE Values and Practices

  • Demonstrates an understanding of and adheres to privacy, confidentiality, and security policies and procedures related to Protected Health Information (PHI) or other sensitive and personal information.

  • Demonstrates an understanding of and adheres to safety and infection control policies and procedures.

  • Assumes accountability for improving quality metrics associated with department/unit and meeting organizational/departmental targets.

Work Environment

  • Keeps working areas neat, orderly and clutter-free, including the hallways. Adheres to cleaning processes and puts things back where they belong. Removes and reports broken equipment and furniture.

  • Picks up and disposes of any litter found throughout entire facility.

  • Posts flyers and posters in designated areas only; does not post on walls, doors or windows.

  • Knows where the Environment of Care Manual is kept in department; corrects or reports unsafe conditions to the appropriate departments.

  • Protects the physical environment and equipment from damage and theft.

The flexibility to orient and work at all UCSF Medical Center locations is required.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Further information about the University of California, San Francisco, is available at diversity.ucsf.edu. UCSF seeks candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence, and the communities we serve.


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Call Center Supervisor - ACC Call Center (Pat Supp Call CTR Supv 1)

Ucsf Medical Center