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Call Center Supervisor

Company: Fair Haven Community Health Care
Location: New Haven
Posted on: January 16, 2022

Job Description:

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 business need.

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.

Job purpose

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 (FHCHC)

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 operational levels.

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 limited to:
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 and trends
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 direct reports
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 the site(s)
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.

Qualifications

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 following;
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 team environment.
Excellent written, electronic and oral communication skills
Ability to remain calm and courteous under pressure and navigate tense situations with patients, staff and clients.

Work Environment
Variable 8 hr. shifts between 8am -7pm, including weekends as needed

Direct Reports
Call Center Representatives

OSHA Status:

Category III-Low Risk Position

Generally works in an office environment with no exposure to blood borne pathogens.

Physical requirements:

Physical Demands: Requires walking, bending, sitting, standing, writing, reading, telephone use, data input into computer, pulling medical records,

Mental Demands: Ability to cope with continual changing priorities under potentially stressful conditions

Manual Dexterity Required: Ability to use a keyboard, telephone.

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 need.

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Keywords: Fair Haven Community Health Care, New Haven , Call Center Supervisor, Other , New Haven, Connecticut

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