This is a remote role with little to no travel.

Pay Transparency Request Form

PURPOSE AND SCOPE:
Responsible for providing direction and oversight of the Continuity of Care and Patient Safety Surveillance processes. Partners with members of the Nursing and Clinical Services Department(s) to provide customer support. Serves as a resource to internal and external customers regarding patient, employee, resource, and administrative issues.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Ensures resolution of all issues and provides exceptional service recovery. Demonstrates customer focus by consistently promoting customer satisfaction for both internal and external customers by resolving their issues, addressing concerns, and providing excellent service.
• Supervises the day-to-day activities of the Call Center team including handling escalated calls from employees, patients and/or providers who wish to speak with a supervisor and availability to answer CSR questions and concerns.
• Monitors the department communication channels to manage the tactical execution of short- and long-term objectives through the coordination of activities with a direct responsibility for results, including costs, methods, and staffing.
• Provides leadership, coaching, and development plans for all direct reports to maintain an engaged and productive workforce, partnering with Human Resources on employee matters, including performance reviews, disciplinary action, and terminations.
  
• Provides consistent reporting to key Leadership regarding daily operations, KPIs, and other key quantifiable metrics.
• Technically proficient in the specific department and knowledge of industry practice and business principles. Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
• Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers.
• Participates in professional development opportunities to ensure development of skills and industry/field knowledge, utilizing the acquired expertise and knowledge to accomplish goals and objectives for position.
• Ensures all tasks and activities are executed in compliance with company standard operating procedures and all applicable regulatory requirements.
• Performs other related duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Little to no travel is expected for this position.

• May be responsible for the direct supervision of other employees.

• Bachelor's Degree or an equivalent combination of education and experience

• 3+ years' experience as a Supervisor in a Contact Center environment, preferably in Health Care.
• Excellent communication skills - written and oral - with ability to communicate to all levels of personnel.
• Proficient computer skills essential; Standard office applications: email, word processing, spreadsheets, and presentation; Web-based programs and document management platform, Microsoft Office.