Call Center Supervisor

San Ysidro HealthSan Diego, CA , USA

30+ days ago

Job description

Under the direct supervision of the Call Center Manager, the Call Center Supervisor is responsible for the day-to-day operations of San Ysidro Health’s Call Center, which is the main hub for all calls for SYH medical and dental sites throughout San Diego County. He / she ensures the highest quality of customer service, employee engagement, quality objectives, and resource allocation to meet and exceed San Ysidro Health’s organizational objectives.

Essential Functions of the Job :

Assist manager with team performance monitoring and supervise day-to-day operations of call center team.
Holds meetings with team leaders to make sure that objectives for the day are communicated and understood
Helps team leaders resolve any day-to-day issues, as well as providing support as necessary
Take call / email escalations and resolve patient and clinic staff complaints, issues, and concerns.
Ongoing coaching, as well as learning and development of the call center team.
Continues interactive communication with each team member, promoting and encouraging a positive team atmosphere.
Identifies and reports barriers to care, as well as makes recommendations to resolve the barriers to Call Center Manager.
Ensures audits and other monitoring activities are being performed by team leads, to ensure key quality and performance measures are being met.
Enforce adherence to all policies and procedures, rules and regulations, informs employees and others on changes.
Trains, supervises, and motivates staff to develop effective teams and ensure a high quality of service and customer satisfaction.
Assist all clinics in implementation of policies and processes for patient continuity of care.
Interviews, hires, performance evaluations for employees and performs disciplinary actions and terminations.
Manage employee schedules, requests for time off, schedule changes, or shift swaps, balancing employee needs with operational requirements and staffing constraints.
Review and approve employee timecards as well as Identify and address discrepancies or inconsistencies in timecard entries, such as missing punches, incorrect hours, or unauthorized absences.

Additional Duties and Responsibilities :

Maintains established objectives, quality assurance program, safety, environmental and infection control standards.

Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.

Performs other related duties as assigned or requested.

Required Skills :

Excellent interpersonal skills, to be able to engage with your teams and stakeholders effectively

Great organizational skills and data driven, to organize data and use it to get the best out of your teams. You will have multiple workflows open at the same time across different parts of your operation.

Ability to interface with all levels of personnel in a professional manner and to work with people of all social and ethnic backgrounds

Work independently, take initiative and be proactive

Ability to multi-task and maintain organized in a fast-paced environment

Job Requirements

Experience Required :

3 years of experience in an inbound call center, preferably in a healthcare setting.

3 years customer services with direct interaction with customers / patients.

2 years of leadership experience, preferably in a healthcare call center setting.

Preferred : Experience managing operations for an in-bound and out-bound call center within a network of primary care and specialty clinics

Education Required :

High School Diploma or GED equivalent

Preferred : Associate’s degree in Business Admin, Health Care Admin, or related health field.

Certifications / Licenses Required :

CA driver’s license with appropriate insurance coverage

Verbal and Written Skills Required :

Bilingual (English and Spanish) preferred. Good written and verbal communication

Technical Knowledge and Skills Required to Perform the Job :

Experience and knowledge with Microsoft Office software. Working knowledge of Microsoft Windows OS, MS-Office, telephone devices and voice mail.

Preferred : Call Accounting Reporting software, Genesys telephone system and, Automated Call Distribution system (PhoneTree), Electronic Practice Management system (such as EPIC)

Equipment Used :

Personal Computer telephone devices and centralized telephone

Console other office equipment as applicable.

Working Conditions and Physical Requirements :

Long Irregular hours. May work weekends. Prolonged periods of sitting, and constant walking and standing. Driving and occasional travel required.

Universal Requirements :

Pre-employment requirements include I-9, physical, positive background and reference check results, complete application, new hire orientation, pre-employment PPDs. Compliance with all mandated vaccinations and all boosters is a term and condition of employment.