Supervisor- Patient Connection Center

Overview

The Patient Connection Center Supervisor oversees the day-to-day operations, planning, staffing and execution of the call center services. They are responsible for the staff in the call center, who they train, hire, monitor, and motivate. This position monitors and evaluates the quality and effectiveness of patient care across the support team while ensuring management is aware of staffing needs and requirements.

Coordinates clerical and administrative processes and workflows needed to deliver care and services to patients. Takes initiatives to improve processes within the call center, strives for positive customer outcomes. Facilitates patient complaints or issues for resolution or to appropriate department. Identifies opportunities for improvement resulting in enhanced service and customer satisfaction. Performs related accountabilities/responsibilities as required or directed by the manager.

Strives to reach and maintain department goals at the highest standard in all areas of responsibility, task, and patient satisfaction as set by Patient Connection Center Manager.

Knowledge of/Skill/Ability:
Ability to multitask in a high paced environment; ability to train and have crucial conversations with team; team leadership skills; excellent customer service skills; the ability to communicate effectively orally and in writing. Foster positive work environment through daily support and assistance. Must be able to read and write English, as well as speak and understand English. Excellent computer skills.

• 2-years medical experience required; 3 years preferred
• 1-2 years of supervisory or leadership experience preferred
• Strong judgment, communication, and organizational skills
• Excellent internal and external customer service skills
• Demonstrated ability to work effectively within a team
• Ability to train all types of learners

Works inside. Normal or corrected vision is required. Subject to physical and emotional stress of work environment. Sitting much of the time while on duty.