Senior Operations Supervisor

Change Healthcare North Charleston , SC 29418

Posted 5 months ago

Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact.

As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities.Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare.

Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.

Empower Your Future. Make a Difference.

The Senior Operations Supervisor position is responsible for managing call center agents toward meeting contractual service obligations. We schedule for some of the leading practices in the country and are often the first point of contact between the provider and their patients. Our agents are well versed in many specialties including Pediatrics, Cardiology, Rheumatology, Orthopedics, Internal Medicine, and the list goes on. We take extreme pride in providing the ultimate patient experience for the practices we serve.

Minimum Qualifications:

  • 3-5+ years of Call Center Management, running real-time operations

  • Excel--Intermediate Level

Additional Skills and Qualifications:

  • Strong analytical and mathematical skills to collect and interpret data to solve problems.

  • Highly organized and can work independently as well as with a team.

  • Excellent knowledge of workforce management calculations, technologies and key performance indicators.

  • Strong interpersonal skills and the ability to communicate with many different levels of employees.

  • Ability to make sound decisions quickly in a fluid work environment.

  • Ability to multi-task in a fast paced environment.

  • Experience with workforce management software and telecommunications.

  • CISCO/Verint experience a plus.

Education:

  • 4-year degree or equivalent experience

Key Responsibilities:

  • Responsible for the management of his/her team.

  • Guarantees updates in company protocols or policies are distributed to all pertinent staff.

  • Responsible for managing the scheduling and attendance of his/her team.

  • Effectively coach and train his/her team in needed areas.

  • Remain open minded and open to implementation of new ideas for improvement purposes.

  • Interviews and screens applicants.

  • Finishes assigned reporting and administrative tasks

  • Both leads and participates in meetings concerning department issues.

  • Handles personnel and disciplinary issues professionally.

  • Ensures that staff handles clients politely and according to protocol.

  • Keeps general logs for reference.

  • Completes projects and work duties as assigned.

  • Resolves client issues and eccentricities as needed.

  • Properly represent the company with professional and ethical work standards.

  • Confirms all staff activities are within company quality, compliance standards, and client-specific protocols.

  • Complete and manage schedule exceptions/adjustments for the company on a daily basis.

  • Ensures the accuracy and timeliness of data by working time-off, schedule changes, and other types of requests.

  • Analyze past call volume, interval arrival patterns and staffing patterns and provide monthly and other long-range forecasts consisting of required staffing levels to ensure service goals are met.

  • Monitor all Real-Time and Intra-Day activities to ensure operational goals are met. Accurately track and manage contact center schedule adherence.

  • Conduct analysis and recommend solutions to real time performance issues.

  • Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met.

  • Prepare daily/weekly/monthly and adhoc reports and distribute to Management.

  • Develops strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution.

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Equal Opportunity/Affirmative Action Commitment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.


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