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Call Center - Patient Connection Supervisor
Company | Millennium Physician Group |
Address | Fort Myers, FL, United States |
Employment type | FULL_TIME |
Salary | |
Category | Hospitals and Health Care |
Expires | 2023-08-15 |
Posted at | 9 months ago |
This position is fully remote!
- Work in conjunction with the training department to provide initial and ongoing training for all staff.
- Lead team meetings, educate and coach associates regarding processes, practices and expectations.
- Responsible for establishing positive relationships with patients, Millennium physicians, practices, referring physicians and all other staff.
- Recruit and hire for all Patient Connection Center staff, in conjunction with human resources, to meet patient demands and peak seasonal volume.
- Collaborate with Information Technology to monitor and troubleshoot the Patient Connection Center's telecommunications systems.
- Create and implement goals, action plans, and incentives to drive desired production results.
- Represent the organization professionally and positively at various community, networking and/or professional meetings.
- Create and implement quality monitoring for all agents that reviews recorded calls on a routine basis. The process will tie in the monthly scorecard to each Agent's annual review and ongoing assessments, evaluations and competencies in areas related to soft skills, scheduling and registration process knowledge.
- Assist other management team members in identifying trends and establishing call center goals.
- Mines and analyses data.
- Act as a liaison, along with the Patient Care Director, with all levels of administration, physicians and other affiliates to improve or expand services and to facilitate the resolution of problems. Resolve complaints that have been escalated in a timely manner.
- Stay abreast of industry standards, monitor and review best practices and make changes as necessary.
- Implement continuous staff development programs that enhance employee engagement, recognition, service knowledge, skills and morale.
- Manage and direct the daily activities of a physician based, patient focused call center.
- Carry out supervisory activities through call monitoring, coaching, training, feedback and disciplining.
- Define, create or revise and deliver data analytics that will provide analyses of: Patient Care Connection Center utilization, call efficiency and adherence to protocols, staff productivity and performance, and customer satisfaction (internal and external customers)
- Demonstrates bold, energetic behavior...is a business "cheerleader".
- Creates various performance reporting.
- Demonstrated ability to work as part of a team while functioning independently and showing initiative in identifying and solving problems as they occur
- Professional phone etiquette and strong customer service skills are a must
- Skill in analyzing information, problems, practices and procedures to recognize alternatives and provide solutions
- Ability to plan well and prioritize work
- Maintain calmness and composure under pressure and difficult situations
- Ability to promote quality performance, growth, and development of call center associates
- Good decision-making and communication skills (both written and verbal)
- Ability to effectively write and administer monthly and yearly performance reviews
- Knowledgeable with Word, Excel
- Demonstrated ability to guide, motivate and engage a team with a positive can-do attitude
- Excellent interpersonal skills with focus on ability to be creative (think outside of the box), solution centric and work with a sense of urgency and efficiency
- Bilingual in Spanish/English (Preferred)
- At least 2-3 years supervisory experience, specifically in a call center or customer service function where contact with the public was part of daily duties (preferably in a medical field).
- Multi-tasking capabilities
- Previous experience in performance management, handling disciplinary/personnel issues
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