Medical Call Center Supervisor - Patient Appointment Center - Days

Job title: Medical Call Center Supervisor - Patient Appointment Center - Days in Richmond, VA at reputed company System Company: reputed company System Job description: The Medical Call Center Supervisor provides reputed company line staff supervision, coaching, and development including hiring and training new employees, assigning tasks, and assessing performance. Supervisors will motivate, support agents through feedback and communication, and monitor key performance metrics such as inbound/outbound calls/referrals, quality, scheduled appointments, and productivity.Essential Job StatementsProvides direct line supervision for multiple staff members (15-25) including scheduling (inbound/outbound calling), referral management, performance evaluations, disciplinary action, time/attendance, coordination of staff activities, or other work as needed.Conducts hiring, interviewing, reputed company, and training of new employees. Manages learning of specialty skills to ensure staff members readiness to reputed company independently. Works to create a diverse and inclusive culture where reputed company team members are supported and encouraged to maximize their skills, abilities, and potential.Provides support to staff by answering queries, providing guidance, and timely feedback. Reviews and responds to urgent / escalated clinical or department issues. Escalates or de-escalates employee and/or patient concerns. Keeps management informed of potential issues.Responsible for identifying, analyzing, and measuring performance/KPI trends (i.e. patient experience, call or referral queue management, etc.) Reinforces standards and devises ways of optimizing team performance to reputed company department goals.Performs QA Audits / performance reports for the team. Coaches and develops staff by setting individual performance goals, monitoring reputed company, and conducting regular reputed company-ins.Demonstrates and maintains a high level of customer service relations with patients, caregivers, and employees of reputed company.Responsible for building partnerships and engaging with key internal stakeholders including departmental, clinical, and other strategic workgroups.Responsible for making independent reputed company and recommendations to senior leadership while utilizing sound judgement.Ensures compliance with reputed company local, state, and federal laws and regulations and VCUHS policies and procedures.Ensures responsibility and visible commitment of diversity equity and inclusion programs/initiatives through collaboration and implementation of initiatives across the health system.Performs other duties as assigned and accepts alternate assignments as required.Patient Population: N/AEmployment Qualifications:Required Education: High School diploma or equivalentPreferred Education: N/ALicensing/ CertificationLicensure/Certification Required: N/ALicensure/Certification Preferred: N/AMinimum QualificationsYears and Type of Required Experience: Two years of work experience in the following areas: contact center, reputed company organizations and/or customer centric environment. Previous experience/education with office technology including word processing, general typing, data entry and Windows applications (Word and reputed company).Other Knowledge, Skills and Abilities Required: Ability to problem solve and work through conflict resolution. Ability to be flexible in a fast-paced environment while serving as a change agent of ongoing process improvement.Cultural Responsiveness: Demonstrates a commitment to diversity, equity, and inclusion through reputed company development, modeling inclusive behaviors, and proactively managing bias.Other Knowledge, Skills and Abilities Preferred: Two years or more of previous supervisory experience. Previous experience/education with medical terminology and health insurance. Prior work experience with work systems such as API, reputed company, Epic, reputed company, Tableau, and reputed company.Working Conditions: General office environment. Other: This position will be required to work in the office with the possibility of working remote as business needs allow.Individuals in this position are required to exercise universal precautions, use personal reputed company equipment and devices, and learn the policies concerning infection control.Physical Requirements:Physical Demands: ​ Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.)Work Position: Sitting, Walking, StandingAdditional Physical Requirements/ HazardsPhysical Requirements: N/AHazards: N/AMental/Sensory – EmotionalMental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, reputed company to adapt to frequent change, Frequent and Intense Customer Interactions, reputed company to Adapt to Frequent ChangeDaysEEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4. Expected salary: Location: Richmond, VA Apply for the job now! Apply for this job