Supervisor Call Center

Health Quest Poughkeepsie , NY 12603

Posted 3 weeks ago

Overview

Health Quest was formed through an affiliation of four hospitals: Northern Dutchess Hospital (Rhinebeck, NY), Putnam Hospital Center (Carmel, NY), Sharon Hospital (Sharon, CT) and Vassar Brothers Medical Center (Poughkeepsie, NY). Health Quest also includes affiliated healthcare providers Health Quest Medical Practice and The Heart Center. Together, these hospitals and healthcare providers have devoted themselves to the development of clinical specialties and medical programs and services.

We also count among our partners long-term care facilities, a free-standing radiation oncology center, urgent care centers, a multi-specialty medical practice and a home care service.

HEALTH QUEST IS AN EQUAL OPPORTUNITY EMPLOYER.

Responsibilities

The Telecom Call Center Supervisor is responsible for the direct supervision of all daily Operator Call Center activities inclusive of the monitor of patient and staff safety codes and procedures. The Supervisor ensures that the highest level of customer service and communication of patient safety codes are delivered to the user community, and that Health-Quest is represented in a positive way at all times. The Operator Supervisor is also responsible for all personnel-related functions, including scheduling, PTO approval, and training. This position also is responsible for creating a communication channel to key facility stakeholders to ensure the services being provided by staff meet / surpass the facilities' expectations.

Qualifications

  • Associates Degree or a combination of education and experience (min 3-5 years) with a demonstrated competency in related core areas of customer service and supervisory principals.

  • Possess a high level of customer service skill. At least 3 years' experience managing a customer service team; previous Hospital or Healthcare call center experience is highly desirable.

  • Working knowledge of Telecom Call Center processes and support systems.

  • Strong leadership and team-building skills. Ability to effectively manage daily team operations.

  • Excellent interpersonal skills, communication skills, positive attitude, and the ability to mentor and encourage team members to contribute to the team's productivity.

  • Strong organizational skills and the ability to multi-task.

  • Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during peak periods and remain productive during slow periods; exercise patience and professionalism during stressful situations.

  • Ability to work responsibly with or without direct supervision.

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