Supervises team of direct reports in the areas of productivity, quality, training, coaching and development. Researches complex issues, assists in escalated orders and calls. Provides coaching and development specific to work quality and productivity. Manages and ensures accuracy of teammate timecards, time off, attendance issues disciplinary actions as needed. Works daily, weekly, and monthly to meet with all staff to encourage and develop skill knowledge and promote growth within the department and company.

ESSENTIAL DUTIES

Works both individually and with the team to communicate performance trends, successes, and opportunities for improvement.

Communicates quality standards, processes, procedures, and policies. Provides documented feedback, one-on- one coaching and developmental plans as needed. Generates reports of service levels and call times.

Performs side-by-side and remote monitoring of staff to monitor individual performance and to provide coaching and encouragement.

Appropriately addresses human resources issues, such as interpersonal conflicts and disciplinary actions.

Researches and resolves issues and complaints to ensure customer satisfaction and efficient processing of incoming opportunities. Expedites service and escalates issues when necessary.

Keeps management updated and informed on any and all areas of needed improvement, change and success within the department.

Motivates representatives with meeting and exceeding department goals.

Maintains all workload requests while supporting teammate needs

Maintains appropriate level of communication and confidentiality.

Achieves 100% of assigned MBOs and/or Goals.

Performs all other duties as assigned.

HCD VALUES

• Must demonstrate the HCD Value Inspire-A high performing team united by a common purpose.
• Must demonstrate the HCD Value Innovate-To relentlessly collaborate and improve.
• Must demonstrate the HCD Value Be Compassionate-By always being kind, caring and respectful.
• Must demonstrate the HCD Value Show Gratitude-By honoring our teammates, partners & customers.
• Must demonstrate the HCD Value Act Boldly-through dreaming big and moving with courage
• Bachelor’s Degree in Business (preferred)
• High School Diploma or Equivalent (required)
• Two (2) or more years of experience in a Medical call center or medical office highly preferred.
• Able to multi-task and work successfully in a fast-paced environment, including being able to adapt readily to frequent changes in procedure and priorities. Remains focused while facing numerous interruptions.
• Strong sense of urgency and flexibility.
• Demonstrates professional, results oriented oral and written communication skills showing the ability to speak distinctly and communicate in a friendly, upbeat manner effectively via the telephone.