This position provides leadership and direct oversight of a team of call center staff to ensure outstanding customer service, efficient operations, highly performing call center staff, and exceptional call center metrics. The Call Center Supervisor will recruit, onboard, develop, and coach Call Center Operators (CCO) and Customer Care Reps (CCR) while monitoring performance and productivity, optimizing the Call Center schedules and assignments, addressing VOICE reports and escalations, and other administrative tasks.
POSITION REQUIREMENTS (ABILITIES & SKILLS):
Ability to effectively supervise and manage functional area within the Call Center, providing feedback and guidance to staff.
This may include managing staff on non-day shifts.
Demonstrated ability to administer a comprehensive training program for new and existing call center staff.
Knowledge of billing and managed care department services and organizational policies related to position responsibilities.
Knowledgeable in medical terminology related to position responsibilities.
Ability to perform mathematical calculations needed during the course of performing basic job duties.
Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records (EMR), Kronos, email, internet browser, mobile apps, QuickBase, OneNote, Teams, and the MicroSoft Office Suite specifically Word, Excel, PowerPoint, and Outlook.
Ability to use other software as required while performing the essential functions of the job.
Excellent communication skills in both written and verbal forms, including proper phone etiquette.
Ability to speak before groups of people.
Ability to work collaboratively in a team-oriented environment; courteous and friendly demeanor.
Ability to work effectively with various levels of organizational members and diverse populations including providers, staff, patients, family members, insurance carriers, vendors, external customers and community groups.
ESSENTIAL QUALIFICATIONS:
EDUCATION: Bachelor’s degree or an equivalent combination of education and professional experience.
CREDENTIALS/LICENSURE: None
MINIMUM EXPERIENCE: 3+ years of previous experience as a Call Center Representative; experience in a supervisory capacity strongly preferred.
Our Commitment to Diversity and Inclusion
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.