Call Center Supervisor

About Us

Community health is about more than just vaccines and checkups. It's about giving people the resources they need to live their best lives. At Neighborhood, this is our vision: a community where everyone is healthy and happy. We're with you every step of the way, with the care you need for each of life's chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 414,000 medical, dental, and behavioral health visits from more than 95,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

Since 1969, our employees have been making this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If this sounds like an organization you would like to be a part of, we would love to meet you.

ROLE OVERVIEW and PURPOSE

The Call Center Supervisor is responsible for the oversight of the call center representatives and all areas related to the call center such as incoming call management to Neighborhood clinics. Supervisor will lead and motivate the call center to achieve excellent performance and patient care.

The supervisor may also assist other areas within Patient Navigation such as referral & authorization clerks and medical record clerks.

RESPONSIBILITIES

• Prioritizes staffing, workflows and skill development to respond to patient and site needs.

• Prioritizes training and support when employees experience barriers including but not limited to technical difficulties with EMR, dashboards and/or workflow.

• Assists with the development, implementation and monitoring of policies and procedures related to Call Center

• Manages/Monitors productivity, quality metrics for the department and works with team on needed improvements.

• Builds rapport with clinic site leadership to help address any concerns

• Anticipates escalation and takes over calls when needed

• Measures performance with key metrics such as call abandonment, calls waiting and pause time; and subjective measures such as educating our patients on Neighborhood HealthCare's myCARE patient portal

• Works closely with manager to address and report any employee concerns

• Conducts annual reviews for direct reports

• Provide appropriate counseling and disciplinary action when indicated and in a timely manner; maintains records of any employee performance issues for HR purposes

• Assess training needs and promote developmental activities

• Conducts department meetings to promote communication, assess and resolve needs and foster teamwork

• Attends and actively participates in required meetings and committees as requested.

• Assist with recruitment of staff, orientation, training, coaching, and skills development.

• Hold knowledge and Act as a resource to all staff regarding policies, procedures, and regulations related to the Call Center.

EDUCATION/EXPERIENCE

• Associate degree or equivalent combination of education and experience required

• Leadership (supervisory) experience preferred

• LEAP program completion required (for internal candidates)

• Call Center experience preferred

Neighborhood Healthcare offers a generous benefit plan that includes: Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more!

Pay Range: $60,671 to $67,352 per year, depending on experience (DOE)