Call Center Supervisor - South Weymouth

About Us

Brigham Health Harbor Medical Associates is a large multispecialty Ambulatory Practice with multiple locations across the South Shore. We believe that patient care comes first! Our team of physicians, nurse practitioners, physician assistants, nurses and support staff recognize the importance of prompt, expert and compassionate care for patients whose needs span general health maintenance to treatment for complex medical problems. Our physicians, who are on the staff at South Shore Hospital as well as Brigham and Women's Hospital, provide advanced care for patients with a broad range of medical conditions.

Role Overview

Under the general direction of the Regional Executive Director of Practice Operations, the Call Center Supervisor is responsible for the daily oversight of the Stetson Call Center and its staff. This includes hiring, maintaining schedules, forecasting workloads, monitoring incoming volume, abandonment rates, telephone change requests in relation to the Stetson Call Center. The Call Center Supervisor will be responsible for supervising, mentoring, and coaching all the Stetson Call Center staff.

Qualifications

Education:

• High school diploma or equivalent required

• College degree strongly preferred

Experience:

• Minimum 3 years' experience managing or supervising a call center or a fast-paced multi-specialty practice required.
• 5 years of experience in the health care field preferred.

Skills:

• Knowledge of office processes and procedures.

• Familiarity with clinical processes and procedures; medical terminology.

• Use of customer service techniques.

• Experience with recordkeeping systems.

• Operation of office equipment including phone, computer, office machines.

• Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).

• Epic EMR

• Ability to maintain the strictest confidentiality.

• Ability to communicate with all levels of organization.

• Multitasking and prioritizing work. Maintaining a neat workstation.

• Ability to comprehend complex orders, strives in a fast-paced environment, and stays calm during stressful situations.

• Ability to establish and maintain effective working relationships with internal and external customers.

• Knowledge of fiscal practices and HR Techniques.

• Ability to work well independently with minimal supervision.

This position operates as a team member along with other clinical and administrative staff. Support and assistance is provided by all team members as well as corporate staff, as needed.