Call Center Supervisor
Company: Fair Haven Community Health Care
Location: New Haven
Posted on: January 16, 2022
Fair Haven Community Health Care (FHCHC) is an Equal Opportunity
Employer. FHCHC does not discriminate on the basis of race,
religion, color, sex, gender identity, sexual orientation, age,
non-disqualifying physical or mental disability, national origin,
veteran status or any other basis covered by appropriate law. All
employment is decided on the basis of qualifications, merit, and
For nearly 50 years, we have been a health care leader in our
community focused on providing excellent, affordable primary care
to all patients, regardless of insurance status or ability to pay.
Fair Haven is proud to have a diverse and motivated team of
professionals who are constantly seeking ways to enhance and
improve the health and well-being of all patients.
This is a unique and exciting opportunity as FHCHC has doubled its
current pediatric patients by virtue of a novel collaboration with
its local academic health center. We believe that everyone should
have access to high-quality medical and dental care, regardless of
ability to pay.
Fair Haven Community Health Care
FHCHC is a forward-thinking, dynamic, and exciting community health
center that provides care for multiple generations at nearly 80,000
office visits in 14 locations. Overseen by a Board of Directors,
the majority of whom are patients themselves, we are proud to offer
a wide range of primary and specialty care services, as well as
evidence-based patient programs to educate patients in healthy
lifestyle choices. As we grow and are able to bring high-quality
health care to more areas that need access, we continue to put our
patients first in everything we do. The mission of FHCHC is " To
improve the health and social well-being of the communities we
serve through equitable, high quality, patient-centered care that
is culturally responsive ."
This is a unique and exciting opportunity as FHCHC is about to
double its current pediatric patients by virtue of a novel
collaboration with its local academic health center. We believe
that everyone should have access to high-quality medical and dental
care, regardless of ability to pay.
To provide support, leadership & decision-making while maintaining
high quality services for the effective functioning of the Call
Center. This individual maintains a patient-focused approach
towards operational excellence while working as an integral part of
the health care team at Fair Haven Community Health Care
Duties And Responsibilities
Reporting to the Director of Practice Performance the Call Center
Supervisor will ensure the development and motivation of call
center representatives as they field calls to meet and exceed the
needs of our patients. Accountable to ensure all escalations are
handled in an effective and efficient manner. Confirm assigned team
service levels and metrics are meeting/exceeding expectations
through the review of group and agent level analytics via
dashboards, Epic and phone reporting channels. Monitor progress to
ensure understanding and expectations of staff by providing ongoing
coaching and inspiration. Support the hiring, onboarding and
training of new staff in order to achieve optimal service and
To succeed as a call center supervisor, you should be focused on
helping your team build the necessary skills and knowledge so they
can better support customers. You should be supportive,
communicative, and attentive. Typical duties include but are not
Determine operational strategies by conducting needs assessments,
creates schedules, develops and conducts performance reviews,
capacity planning, establishing productivity goals, quality, and
customer-service standards and prepare reports that summarize data
Collaborate with organizational leadership to offer solution
focused approaches for daily operations
Monitors representatives to ensure timely response to patients and
clients, excellent customer service, and appropriate follow up;
determines training needs and develops ongoing training for staff.
Provides goal oriented coaching, counseling and other forms of
support to direct report(s)
Engage in performance improvement activities and act as an agent of
positive change by looking for innovative ways to improve processes
and advance clinical excellence.
Acts as "super user", expert, and trainer of Call Center Systems;
log in to take call during high volume timeframes
Adheres to company policies and procedures including developing
corrective action plans and following disciplinary procedures for
Oversight of patient communication including ensuring patient
confidentiality, and providing patients with needed information
Facilitates and leads meetings as necessary to support the team and
Positively represent FHCHC to internal and external clients.
Perform other necessary duties as required by FHCHC to achieve the
goal of providing excellent primary health care in a federally
funded health center.
Bachelor's degree required. An Associate degree and significant
experience may be substituted for the degree requirement. Three
years of work and supervisory experience in healthcare is also
required. Oral and written proficiency in English and Spanish is
required. Experience with EPIC-Electronic Health Record and/or
medical practice management systems and excellent computer skills
is highly preferred.
The ideal candidate will have demonstrated strong abilities in the
Coaching, training, motivation and performance evaluation.
Problem solving, leadership and customer service
Analytical, efficient, and thorough.
Independently carry out assignments while working effectively in a
Excellent written, electronic and oral communication skills
Ability to remain calm and courteous under pressure and navigate
tense situations with patients, staff and clients.
Variable 8 hr. shifts between 8am -7pm, including weekends as
Call Center Representatives
Category III-Low Risk Position
Generally works in an office environment with no exposure to blood
Physical Demands: Requires walking, bending, sitting, standing,
writing, reading, telephone use, data input into computer, pulling
Mental Demands: Ability to cope with continual changing priorities
under potentially stressful conditions
Manual Dexterity Required: Ability to use a keyboard,
American with Disabilities Requirements:
External and internal applicants, as well as position incumbents
who become disabled, must be able to perform the essential job
specific functions (listed within each job specific responsibility)
either unaided or with the assistance of a reasonable accommodation
to be determined by the organization on a case by case basis.
Fair Haven Community Health Care is an Equal Opportunity Employer.
FHCHC does not discriminate on the basis of race, religion, color,
sex, gender identity, sexual orientation, age, non-disqualifying
physical or mental disability, national origin, veteran status or
any other basis covered by appropriate law. All employment is
decided on the basis of qualifications, merit, and business
Powered by JazzHR
Keywords: Fair Haven Community Health Care, New Haven , Call Center Supervisor, Other , New Haven, Connecticut
Didn't find what you're looking for? Search again!