Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health’s 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.

SUMMARY

The Call Center Supervisor supports and manages a group of Patient Service Representatives and serves as functional supervisor for Call center support staff. The Supervisor is the subject matter expert for the team and is also the person to whom team members come to for guidance while also providing continuous coaching and feedback. Tasked with training new hires, monitors and conducts calls to ensure that department quality standards are met.

EDUCATION/LICENSES/CERTIFICATIONS

Bachelor degree (or equivalent education, training or experience) required.

EXPERIENCE

Three years of experience required in a clinical and/or customer service in a high volume call center setting with at least 2 years in a lead or supervisory role.Experience with EPIC or a similar electronic medical records system required.

SKILLS

Requires in depth knowledge in area of responsibility.Strong interpersonal skills needed with the ability to interact effectively with patients and medical professionals. Sound judgment with the ability to work and make decisions in a fast-paced environment.Provides a high level of customer service to patients, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.Make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.Addresses problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements.Follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.Demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.Work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team membersTime management and organizational skills will be crucial for the supervisors as they manage the day-to-day responsibilities in a fast-paced, deadline driven environment

Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation and gender identity and/or expression, or other dimensions of diversity.

Benefits Include:

Up to 8% company retirement contributionGenerous Paid Time Off10 paid holidaysPaid professional developmentGenerous health and welfare benefit package

Atrius Health, an innovative healthcare leader, delivers an effective system of connected care for more than 690,000 adult and pediatric patients at 30 medical practice locations in eastern Massachusetts. Atrius Health’s 645 physicians and primary care providers, along with 420 additional clinicians, work in close collaboration with hospital partners, community specialists and skilled nursing facilities. Our vision is to transform care to improve lives. Atrius Health provides high-quality, patient-centered, coordinated, cost effective care to every patient we serve. By establishing a solid foundation of shared decision making, understanding and trust with each of its patients, Atrius Health enhances their health and enriches their lives. Atrius Health is part of Optum, a health services company focused on building the leading value-based care system in the country.

SUMMARY

The Call Center Supervisor supports and manages a group of Patient Service Representatives and serves as functional supervisor for Call center support staff. The Supervisor is the subject matter expert for the team and is also the person to whom team members come to for guidance while also providing continuous coaching and feedback. Tasked with training new hires, monitors and conducts calls to ensure that department quality standards are met.

EDUCATION/LICENSES/CERTIFICATIONS

Bachelor degree (or equivalent education, training or experience) required.

EXPERIENCE

Three years of experience required in a clinical and/or customer service in a high volume call center setting with at least 2 years in a lead or supervisory role.Experience with EPIC or a similar electronic medical records system required.

SKILLS

Requires in depth knowledge in area of responsibility.Strong interpersonal skills needed with the ability to interact effectively with patients and medical professionals. Sound judgment with the ability to work and make decisions in a fast-paced environment.Provides a high level of customer service to patients, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.Make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.Addresses problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents. Must be able to effectively arrive at a solution that is patient friendly and able to satisfy business requirements.Follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.Demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.Work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team membersTime management and organizational skills will be crucial for the supervisors as they manage the day-to-day responsibilities in a fast-paced, deadline driven environment

Atrius Health is committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of Atrius Health will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation and gender identity and/or expression, or other dimensions of diversity.

Benefits Include:

Up to 8% company retirement contributionGenerous Paid Time Off10 paid holidaysPaid professional developmentGenerous health and welfare benefit package