Under general direction of the Patient Referral Service Center (PRSC) Director and/or Manager, the PRSC Supervisor will be responsible for Call Center operations. Responsibilities will include planning and scheduling resources and supervising the day to day activities of the PRSC, ensuring customer satisfaction and compliance with departmental and hospital standards. This role will ensure compliance with all local processes, including management of both calls and web forms. The Supervisor will also ensure compliance with policies and procedures and will assist with reporting metrics. The Supervisor will work closely with and is a resource to all PRSC team members.
Principle Duties & Responsibilities:
In collaboration with the department Director/Manager, the supervisor will:
Provides orientation, training and coaching of new team members.
Mentor and Coach existing team members in a positive fashion and assist in identifying re-training subject matter.
Responsible for day to day operations and team productivity including:
Ensure adequate staffing and coverage and modify agent re-skilling and queue assignment as needed.
Manage attendance and team-calendar, ensuring team members arrive on time, take scheduled breaks and are available to perform their job function.
Will maintaining accurate documentation regarding the same.
Reviews Call Center performance daily, including monitoring and execution of calls and web forms
metrics; proof & post results, deliver productivity reports to staff at daily stand-up meetings
Maintaining the statistical dash boards and tracking sheets. Share data with senior leadership and suggests improvements based on data provided and from input from senior leadership.
Assists in the assembly of weekly and monthly status/rollup reports for senior leadership
Responsible for tracking historical data relative to KPI (Key Performance Indicators)
Works in conjunction with the Director/Manager to recommend and implement operational changes, including but not limited to changes in office schedules, processes and procedures
Oversees implementation of new systems and applications and ensure adequate training for staff
On rare occasion, may need to provide coverage for the call center
Identifies & communicates operational, quality and patient experience issues and contributes to resolutions and develop new standards
Acts as the primary escalation point for all call center agents, fielding questions or concerns relative to operations.
Assist in maintaining the inventory of tools and resources utilized within the call center (PC's, wireless headsets, telephones and other hardware & software.
Conduct Quality Assurance, Customer Satisfaction Monitoring, and records results.
Assist with timecard processing/approval within Kronos, and/or other means for TEMP employees
Can coach and provide feedback to employees in a positive manner
Acts on behalf of Director/Manager during their absence(s)
Enables the prioritization and assignment of work as necessary
Provides excellent customer service and ensures customer satisfaction across the team
Actively participate in the employee life-cycle:
hiring, performance reviews, corrective action and terminations, as needed
Continued education of current and legacy services & technology that supports operation, including:
All office products (email, Microsoft Office products, Cisco software, copier/fax, etc.)
Knowledge of past and current Marketing campaigns;
And familiarity with the master spreadsheet (codes) & Marketing Dashboard Utility
Physician list(s), Web resources and updates that aid staff in connecting patients to care
Assists Director/Manager with special projects and performs other duties, as assigned
Supervisory Responsibility: Possess the ability to interview, assess, and make good judgements relative to participation in the hiring, supervising, and termination process along with Human Resources as required. This position would be responsible for supervising 10 15 FTE's and/or TEMP resources Fiscal Responsibility: No direct cost center or budgeting responsibility. Will work with manager/director on any fiscal accruals or expenditures. Would be involved in budget planning by assisting in determining department needs based on day-to-day exposure to operations. May participate in the assembly and assessment of a quarterly bonus review and reward for staff.
The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties,
Must be able to work effectively in a dynamic, busy office environment.
Requires the ability to work effectively with various levels of leadership and roles both within the department and across Brigham Health
Possess a current in-depth understanding of, or the ability to swiftly master the use of call center specific applications and general office automation:
Cisco Finesse telephony software, MS Windows, EPIC, Centaurus, Email, Office365, Portal, SharePoint and other collaboration tools a plus
Must be available for team members as part of their primary position, ability to work at desk or desk-side most / all of day
Be a member of a tiered structured team, understanding the team's role and position within a larger overall process.
Manage a variety of input types (phone, web, email, chat requests, etc.), while having the ability to identify priorities and organize tasks.
According to priority; escalate appropriately to Director/Manager any customer service issues, or critical work-stoppage problems
Must have above average interpersonal skills, possessing the ability to relate to other people beyond giving and receiving instructions: ability to get along with subordinates, or peers and other leadership without exhibiting behavioral extremes. perform work activities requiring negotiating, instructing, supervising, persuading or speaking to others; and respond appropriately to criticism from a leadership.
Required: Must have high school diploma and at least 5-10 years of direct experience within a call center environment. Must have been previously employed in similar work in healthcare. Must be detailed orientated and possess excellent customer service skills and the ability to problem solve. Must possess strong technical skills relative to job description (general office automation). Must understand the overall goals and systems of the facility; communicate effectively with a socially diverse group of patients. Can demonstrate compassion for patients; communicate well with members of leadership and physicians working in a fast-paced and demanding environment; and respect the strict confidentiality of medical records and information.
Preferred: Some college or Associates degree preferred but not required. Call center experience and supervisory experience a strong plus, along with the ability to work with complex reporting systems, and leverage MS Excel for data manipulation and tracking, along with the development of MS PowerPoint slide development and the ability to communicate effectively via this technology.